I'm glad to have the opportunity to talk about this, because this is an area where we felt we made some significant progress. From our perspective, we thought that we needed to look at it from different entry points as opposed to being completely linear. We increased the training, but we also did a lot of heavy lifting to make sure that our files were recorded in a standardized way. Through that standardization, we can all capture the same data and compare what we see. We can extract data and examine any funny trends coming out of that. We've done a lot of work in cleaning up our files and training employees to maintain the filing system the same way from coast to coast to coast so that we can do a proper analysis. That was a big piece of work.
The second piece of work was our tracking form, our audit standpoint. People go and check similar things so that we can pick up the things that are not adequate.
The last thing we're working on—and it's not quite completed—is using software analytics to help us speed up and find anomalies in our electronic file. This will allow us to recognize these anomalies, delve a little deeper, find the problems, and spot the trends. I'm confident that we're going to progress significantly in this area in the coming months.
Thank you for the opportunity to mention what we've done.