When we're looking at what departments are doing to establish service standards, we would certainly be looking to see whether they have looked at whether they're looking at the qualitative aspects of service. So there are the quantitative aspects of the service and also the qualitative aspects. As I mentioned earlier, soliciting feedback from clients and conducting focus groups, as we talk about in the audit report, is one way for departments to identify what matters to clients, which all goes into the mix of developing service standards.
