Technically, the officer who provides the service is responsible for that. That means, in FedNor's case, that Mr. Dimatteo and his team are directly responsible for knowing whether there is staff, whether requests have been properly handled in the clients' language of choice, if they have been taken seriously and whether we have a rigorous program. That is the role of managers in the field.
On March 6th, 2012. See this statement in context.