Most of the process was paper-based. I do know that the department is looking to automate, which I think would help with efficiency. That's why our recommendations are around dissecting what's slowing them down.
Finding where they have bottlenecks will help them identify ways to fix things, but an IT system is just a tool to help you be more efficient. You still need to have trained individuals and you have to show that they've done the proper training and that they've made decisions that have been reviewed before they can make decisions on their own. There are lots of elements in our recommendations that will help them improve their process.