We have more tools available, thanks to the action plan. We worked on five plans. First, we examined all the research documents that we had and our capacity to address the needs. We examined the stats of the hearing process, in order to see if we could be more efficient.
Pursuant to the act, the chairperson may issue guidelines concerning the procedure that applies to hearings or country requirements. We worked on this. We tried to further improve professional development.
We must not forget that this action plan was developed by the employees and by decision-makers who knew where we could find solutions to improve our approach to working. That's the huge secret behind this initiative. Had we hired an outside consultant, there would have been no way out and it would have cost millions of dollars.
So this was done internally. People started to say that if we did things in such and such a fashion and if we had such and such tool, perhaps we could be better organized. Consequently, with regard to decisions, we have increased productivity by 30 per cent the first year and 20 to 25 per cent the second year.