The department has actually been doing a lot of work on trying to re-engineer and redesign its services and bring technology on board. I mentioned GCMS, our big new case management system, which is getting into the implementation phase. Implementation is now well under way this year. We set up a service innovation office to look at the re-engineering of these business lines. Actually, a lot of work has been going on.
We did introduce the first four service standards—we would admit they are modest—and it has given us a starting point. I think it has given the department some confidence that this is a reasonable way to proceed. There's a fair amount of trepidation. People don't like to put in place standards that they can't meet.
A lot of change has been going on during the past three years. As I say, we feel now that we have to get on with it.