We weren't really looking at all of those individual interactions per se, but what we looked at was the length of time the process took. Originally, we were looking at how long it took from the point in time that an application came in until they made the first decision.
In fact the department had in place a standard for how long they would take to make that original decision, but part of what we also identified was that, in measuring that time period from when an application comes in until when a decision is made, that doesn't take into account how long it takes a veteran to complete the application in the first place. We found that the application was complex and it was difficult for them to complete.
So you can end up in a situation where the department, because they are measuring the time period from application to decision, is saying that they have met their standard, but the veteran is frustrated because the veteran had to try to navigate all of the time to prepare the application in the first place. That's really the issue that we're raising in that.