We wanted a system that would track complaints: when a complaint comes in, how many days it takes us to resolve the complaint, how long it takes us to do a practice review, and how long it takes us to do an ADR. We wanted to come back to you next year with some definite performance numbers. This was going to be a business system.
When we went to the private sector, we were told that it would cost between $750,000 to $1 million to develop a system. I happened to know that the ombudsman of British Columbia had a similar system, so I went out to see them and they agreed to sell it to us for $50,000.