Well, the main issue is the metric they are evaluated on is 80% processed within 12 months standard.
I am not too sure how this is calculated (from what date, etc), but apparently this is not a very good one for the functioning of the system.
It allows some dude to smile on TV looking like they saved everybody, while 10s of thousands, if not 100s are stuck dealing with stress and uncertainty about their status for years, suffering mental and economical consequences.
In the past few months I stopped recommending Canada to potential immigrants, since I wouldn't want someone to end up in a bad situation because of what I told them. Yet just one year ago I was arguing how transparent and easy to navigate Canadian immigration systems is. I guess my eyes now opened to the issues that were there all along
So, a better metric should be used, but I am not sure what would be efficient and at the same time flashy enough for the politicians to accept it, so that they can continue looking like they saved everybody on TV.