Personally, I have to thank my colleagues who did most of the work on this. I would say that if there's a lesson that has to be learned, it's that it's really teamwork.
The systems we have in place at this point in time we're monitoring on a daily basis right across all channels--the counter, the printing shops, the websites, the call centres. It's the processing times right across the network that we check on a daily basis.
We have a tactical response team that, at this point in time, is meeting twice a week to look at trends and to look at whether we need to adjust and deal with a specific buildup in certain channels. It's really the result of looking at the risks at the local level, at the regional level, and at the national level. The other thing that has been fostered in terms of teamwork is backup among various regions so that if a region is not as busy, it can electronically take in the processing of files from another region that may be busier, and this way we balance the work.
So I would suggest that it's really looking at the challenge together. It's looking at the risks together and it's looking at how we can optimize the results for our clients as well as maintaining a staff that is healthy in the process since this is a long-term challenge.