Our constituents have concerns about the fact that cases are not processed individually. Applicants are always the ones to provide information. Every time, they have to repeat their story. Of course, they have to wait, they have to call back, and then they have to start the whole process all over again. They never deal with the same agent twice. I know that the same thing happens within other large government organizations. Some of these organizations have tried to change their approach and give each agent a certain number of files to deal with.
Have you thought of adopting this type of approach, or do you feel that this is just simply not possible within a department?