Yes. It will allow us to better track what's happening and also, more importantly, better control how we route the calls. Will we be able to get them to free agents more efficiently? Will we be able to direct them to people with the right skill set? We have different tiers of people who answer calls—some can answer simple calls, and some can do more sophisticated calls—so we'll be able to route them better. Frankly, the new technology will allow us to record calls and will allow us to do better monitoring of how the call went.
That comes to another issue that the Auditor General has raised, which is accuracy. How will we be able to identify when an accurate response was given or when we needed to correct something? We can better train our employees to respond more accurately to the calls.