What's interesting is that when we go to mechanized ways of dealing with clients...and by the way, it's not to remove that personal contact. Some programs cost a little bit more to deliver because we have regional offices, but we want those regional offices because it's important to help those groups understand our system.
But once you move on an automated system in terms of your forms being online, what you realize is the first step is to reinvent your business processes. And we have, in the past--because we've always done it this way, which is not a reason--asked for too much information, information that we didn't really need or utilize. So when we exchange with the volunteer groups or whatever groups, even the for-profit sector, we are now more sensitive to asking for things that are useful for our application process and not just doing it because we've always done it that way.