I would imagine that during all these changes and the streamlining, one of the challenges you have would be to get the word out to the veterans who need help that you have a new way of doing things, so they shouldn't come to you looking for the old, slow, and even more complicated way. They should try your new streamlined service; you think they'll like it. That must be one of the challenges, and some of the vets who have problems may not have caught on to the new and efficient streamlined way you want to do things now. That's the challenge: to get those folks comfortable with it so they can be better served.
On June 12th, 2012. See this statement in context.