Yes. We are very committed to delivering high-quality service that meets the needs of citizens. Really, what it means for us is listening to clients tell us about our services and how we can improve, as well as looking to our employees and a series of management tools that we've put in place to make sure we have good integration between what we hear from our clients and employees and our service improvements.
The work is really being done in Cheryl's shop, so I'll let Cheryl expand a bit on some of the quality assurance we've put in place.