What I'm suggesting is that if we had set up a parallel hotline system in which people would have had to answer the calls, do the inquiries, or what have you, that would have diverted.... We have a call centre that will now be able to answer and access people's files directly, and it was thought that by....
There are some significant changes in the way things were done in this, including using a centralized email, whereby one person will be looking at these issues, whereby your office will identify very clearly the financial impact.... Many of the questions we get from MPs, in which so-and-so has an issue, and then we have to go back and forth to figure out the nature of financial impact—