At Veterans Affairs and it'll be the same thing here at CF, the first thing is that everything we do has to be evidence-based, because we need the conversation to be around the issue and not the collection of data.
The second big change we made when we were at Veterans Affairs was a collaborative approach, and I'll give you an example. When we did a review of the new Veterans Charter we brought in every advocacy group in the country. They had an opportunity to be educated by us because one of the gaps we found was that people did not clearly understand what they were talking about, and they were making assumptions based on partial information. I believe our role here is much the same. Although I know I'm an organizational ombudsman and have no advocacy role, other than the one for fairness, I believe we can educate and promote those types of things.
Those are two of the things we introduced with Mr. Parent at the Veterans Ombudsman's office. They stood us well. I think they're tried and true measures, and I think they'll work in each environment.