It's just the time it takes us to actually receive the complaints, to make sure they're within our jurisdiction, and then to triage them according to whether they're simple administrative matters or whether they're complex matters. When I became interim commissioner in July, we had just had an internal audit that assessed the time it was taking us to do that aspect of our work. It was in excess of 90 days just to do that intake function, and that is a very long period of time when we're dealing with administrative matters. So we basically took a series of measures right away in September to actually reduce that amount of time. We still have some work to do there, but our goal is to be much more effective in that portion of time.
On June 8th, 2010. See this statement in context.