We are currently looking at the way we manage information, both on the member of Parliament side, as well as on the client side. One of the first things we want to do is to make things more systematic. One idea might be to send updates of files more regularly. In cases where the status of a file has not changed, this would still allow people to remain informed. It would reduce the number of cases.
We are also thinking of assigning certain specific groups of clients to certain units. This way, people would not have to tell their story over and over again.