I would love to tell you about pods. This is a concept developed by employees at Miramichi. Originally one of the approaches we took on Phoenix was to take a horizontal transaction-type of approach. We'd deal with all maternity transactions, all disability transactions, all late payments, and attack it transaction type by transaction type. The feedback we had was that this wasn't making any one person whole, because we might have dealt with your maternity leave but we hadn't dealt with the three or four other things that you might have in the Phoenix backlog.
It was recommended that we take a “whole person” approach. This was the recommendation of unions, the recommendation of experts, and certainly of employees in Miramichi. They came up with the idea that we build a dedicated, skill-based team. They all work together; they're attached to a department or agency. They systematically deal person-by-person with all their transactions. So, they will deal with your two transactions, your four transactions, your seven transactions. We resolve it for one person instead of one transaction type.