That's a very valid comment on something we constantly have to guard against. I can say that for the new Veterans Charter, the approach we took was to invest hugely in the training of our staff. That was one critical element.
The other element we tried, which really worked well, is a self-assessment tool that we put up on the Internet. We had thousands and thousands of downloads of that tool by presumably interested potential applicants, to do their own screening on their own assessment, based on what they understood to be the program benefits and requirements.
I would hope that we would be able to do that to some extent even with our traditional veterans. People will say they're not computer literate, but some of them are. Another thing is that a lot of their families use the tool to help them. I agree completely with your comment that we need to make sure this is as simple as possible for the client.