The other thing in terms of the pre-approval was that they had set a standard of 10 days. If you look at the way they've described the standard, you as an individual would think that you would get an answer back within 10 days on your particular situation, but they weren't measuring it and monitoring it on an individual basis. They were sort of aggregating a whole bunch of decisions and coming up to see whether they were, on average, actually meeting that 10 days.
From the point of view of an individual, if you went to their website, for example, you would expect that you would get a decision within 10 days. You may not actually get the decision within 10 days, even though the department would be saying that they met their service standard because they would be averaging your decision in with other decisions. That could cause some concern and perhaps complaining on the part of people receiving services, who expect that they would be managing that service standard on an individual basis for making a decision within 10 days, when in fact they're measuring it on an averaging basis.