I think to our researcher, as he tries to summarize as we go along some of the ideas that come from our discussions like this...the fact that Stats Canada or some other agency makes sure that we have a reasonably good picture of what that 14% looks like.
Second, with respect to intake or the gateway--and I'll conclude with this--that it be totally reviewed and redesigned so that in the first few minutes of the gentleman or senior veteran's call, he or she is directed immediately to an agent to help or be told, “Okay, sir. That's a small problem. We can get that dealt with right away.”
In other words, divide them sooner rather than letting them go through all kinds of processing and then say, “Oh, by the way, that was a simple problem. We could have settled that weeks ago.”