We do what we call report cards on government institutions. We did twelve report cards last year on twelve institutions. We try to do those on an objective basis so that our subjective judgments about their quality don't come in. We look at the percentage of requests they receive that are not answered within timeframes and we give them a grade based on that percentage. If you have zero to 5%, you get an A; if you have 5% to 10%, it's a B, and so forth.
Once we're in there and looking at that, then we will see processes that need work, education and training that needs work. Maybe they need additional resources in their access to information group. We'll make recommendations to the government institution that are designed to get them back on track and hopefully reduce the complaints.