We've actually been planning it for several years. At first, I guess progress was slow. I know that we've often been before this committee on this issue. But finally, all the things we were working on seemed to come together. We've kind of had liftoff, as you would say.
What have we done? First of all, we had an intense recruitment campaign. Our HR issues have been critical in the past. We're now fully staffed. We have extensive training for new investigators and for other employees. We have completely redone the technological infrastructure for case handling. We have just put it in place to help track, identify, and deal with the different cases a lot better.
We have looked at investing in upfront advice and help for Canadians. We're increasingly saying that when Canadians come to our office, they want help, they want information; they don't necessarily want a complaint that is going to drag on for umpteen months. Increasingly we're trying to say that we'll send a letter, we'll let people talk to somebody, and we'll give them the tools so they can go away and try to solve this. We're trying to reduce the number of requests for help that turn into formal complaints, because as we know, the Privacy Act is not one that leads you to any huge solution at the Federal Court anyway, so it's better to get these problems solved up front.
I think it is a combination of those things.