Thank you very much.
In the beginning, we encountered a rather difficult situation. We needed a directive to clarify what an active offer of service is for our employee, because there was a lot of confusion. We have done so. We provided a lot of training to our people across the country regarding service and official languages. We put coordinators in place across the country in order to improve our service in this regard.
Also, from time to time, we carried out small surveys in our offices to follow up and to see if service was improving or not. We asked for feedback from our employees in order to become aware of best practices, and when that was not the case, to improve them. This is work that was carried out over a number of years in order to effect change within a group of 750 people. I think we have now reached a point where things are improving. Now, we are putting the finishing touches on a short film to demonstrate what a good active offer of service is. This is another way to reinforce the changes that will have to be made to reach the 100% satisfaction level that Ms. Forand mentioned at the outset.