Mr. Chair, that refers to the fact that for large accounts, as part of the agency's policies and procedures, it conducts “danger of loss” reviews. We identified that they were missing or weren't adequately documented in 17 of the 39 accounts. Their service standard would have required that these danger of loss reviews be done and documented in all 39 of these cases. In 17 that didn't happen, so they weren't meeting their own level of service.
Now we can't say specifically what the impact would have been on collections had they done that or had they documented it. But it's something that, under their own procedures, they're supposed to do, and we would have expected that they would have completed all of these “danger of loss” reviews.