The difference of 147 did not have any defects, according to Deloitte, which did the study.
Step two was a decision. I had to make a decision in each and every one of those 71 files as to what would be fair to do for the complainant in light of the defects. Some of them were very defective. Some of them had a single little defect. We crafted a custom-made solution in each of the 71 files.
We informed the claimant. We consulted with the claimant and we made a final decision. We implemented the final decision in each of those 71 files. I think within about nine months the process was over, so we were back to some form of normality.
The staffing problem was a real one. We had a 50% vacancy, and 50% of those who were there were demoralized—profoundly demoralized. It's not good to have your organization described as a complete disaster.