You also seem to be having issues in labour management. That's rather clear. You explained it to us. However, you say that your department has adopted measures to address these issues. On page 5 of your brief, you state the following:
By committing resources to specifically deal with backlog files, particularly the older requests, we have reduced our overall backlog by more than 28% since the 2008-2009 reporting period.
I understand this, but if my daughter's report card contained an F, which is worse than a failure, I would sit down with her and would propose that we come up with a plan and set some goals.
You have made improvements, but have you set any objectives? The backlog has been reduced, and we are very glad to hear that, but has a recovery plan been implemented in the department to remedy the problem?