That's sort of the system we've put in place. Right now, we have a triage team that looks at requests as they come in and figures out if we can resolve them.
I would say that it's much easier to resolve a case when the analyst from the institution has just finalized the file and the complainant knows exactly what they want. However, when we call someone about a file that's been in our hands for five years, sometimes it's not useful anymore. Sometimes the analyst who processed the request isn't with the institution anymore. It's old information that probably isn't relevant anymore.
That's why we try to deal with requests as fast as possible when we receive them. Naturally, with some complaints, we know as soon as we get them that they'll require a much more detailed formal investigation.
We do some triage. We've only been using this system for about six months.