Would you have analyzed as well the personnel who were assigned to handle these? For each of these issues, while you may have modernized technology, one of the key aspects of service would be the ability to have people on the end answering those inquiries. Were you able to establish the change over that five-year modernization period in the number of agents assigned? Was that a field or a scope that you would have looked at?
On June 6th, 2019. See this statement in context.