That will obviously have an impact with respect to wait times and customer service. It will have an impact on staffing, but as I said, it's not a new problem. Did we not start computerizing? Did we not start looking into different case management systems in the 1990s or the 1980s? I had my first Commodore 64 in 1984. I started putting things on it. I had an Apple Macintosh. Why did we not move to computerizing much sooner?
On April 13th, 2010. See this statement in context.