Certainly the call centre is monitored in terms of the calls they're getting and how we can solve some of the problems. The deputy spoke about tier one, tier two, and tier three. To improve the information available, what we're trying to do is get feedback from the call centres about the types of questions we constantly get. That's one aspect.
Then, of course, we also use the call centre when there are urgent requests for cases that are in the backlog, to identify them, and then sometimes they'll come to us to explain that they're getting the same questions because it's not clear what our processes are. So we work on operational guidance to ensure that the intent of the act is actually the way we're delivering it. That's the type of thing.
Now we're doing a lot of work in, for example, citizen redesign. We're canvassing staff and asking what things work well, what things are duplication, and what we could be and should be doing better. That's all part of the work we're presently doing.