As I think I did say earlier, honestly, it was a tough couple of years. We were fixated on our service levels. As I explained before, the help desk consolidation allowed us to know right away how we were impacting people in the OPS. There is no doubt whatsoever that we had to be on our game to respond whenever we had issues or problems.
We never had an impact on citizens and we never had an impact on business. We certainly had to put people through a fair bit of change and go through a fair bit of change management when it came to something as simple as changing someone's e-mail address, because it does impact a lot of things.
I would say that what we wanted to do was prepare for the worst. We wanted to prepare to ensure that no matter what change we went through, we were ready to respond, right to someone's desk if necessary, during those first few days whenever a major change took place. We set ourselves up to do that, and I think we were pretty successful at it.
That said, change is always tough, and there's going to be stuff that happens; again, it's really about how you respond to it. People will give you congratulations for responding quickly. They don't normally congratulate you when you just do the job and it happens to work. That's just a problem with IT in general.