Yes. Those were the complaints we had received. In our case, and the deputy has given some examples, before Phoenix there were lengthy delays in receiving backlog—acting pay, extra-duty pay, transfers, those types of things—and they were measured in weeks and weeks.
When we went live with Phoenix, the goal was to clear those up—every single case—within 20 working days, or four weeks. The 81,000 public servants are those who have exceeded the four weeks. There weren't complaints on those; those were files that we were not able to close out within the four-week service standard. That's why there's a difference in the number.
As the deputy also said, we were hearing often—from the union, members of Parliament, through the minister's office, and from other deputies—that there were problems. That's why we went with the live web form, because these weren't getting to us. We were getting some complaints, but our phone system wasn't able to handle the volume, and you probably heard in the press about the numerous people who phoned hundreds of times and weren't able to get through.
We wanted therefore to establish a different methodology. Even today we're at about 10,000 complaints. There are lots of public servants who haven't complained, and that was the difference between the two numbers. Those are the complaints we had heard and those were the numbers that were unresolved at the time we provided the number to the minister.