Basically, the strategic plan outlined the goals of the organization over those five years, in terms of education, information and using the most up-to-date tools to be user friendly, for the people who use the system and also in terms of setting internal goals and outlines. It's so that you have service standards, so that things get done both in a proper fashion and in a proper time frame.
It's called a strategic plan, but it's really not so much strategic, because, after all, what we are charged with is administering the code and the law. It sets out how we want to do it and how we will do it most efficiently, being as user friendly and as unproblematic as possible.