I'll start on the modernization piece and then maybe I'll turn it over to my colleague, Mr. Thompson, to talk about the service level aspect of it.
Certainly we're hearing from Canadians that they do want online access. We know, for example, that we've had 15.9 million log-ins to our website this year alone. We know that Canadians do want to have modern service delivery, and for us, that means automation. So for us, the ability to respond to Canadians and their needs means developing an automation platform that allows us to provide really effective, fast service delivery.
At this point we're currently working on automation at about 40%, and we'll be moving to 70%. That will dramatically increase our ability to be efficient and effective and to meet the needs of our clients.
Maybe Paul can talk about some of the service standards.