The message has been very strong from a number of witnesses—actually, just what you're saying—about moving to a needs base rather than an eligibility base, just because it should be based on needs, not on eligibility, and I think too for the protection of the system and the protection of all the people who are involved with it.
One of the things you mentioned and that we've heard, though different terms have been used, is to get through the red tape, basically—the “navigation” of it has been one of the words. Clearly in some way we need to simplify the process and start to get rid of some of the bureaucracy there just for the sake of having the bureaucracy and of the paper load.
In some other industries, in manufacturing and what we've done in businesses, we've said we want to cut some of this paper by 20%. I'm convinced that this is likely one of those areas we should focus on: getting rid of some of the paperwork for these people.
One of the things, too, that has been implemented and that we didn't have but will have coming on very shortly is the ombudsman. It doesn't matter how good the system is; there are always people who fall through the cracks or need assistance to get to where they want to go. I'm hopeful that this ombudsman will be very helpful in having an independent view and being of assistance.
Can you give me a comment on how beneficial that will be?