In our service delivery framework, as you probably are aware, we have front-line staff, case managers, and client service agents who deal directly with the veteran on a day-to-day basis. They are the ones who develop case plans. They're the ones who work hand in hand with the veteran in terms of progressing through the programs. We have other folks who work directly with the veteran, in terms of pension officers who help them prepare applications for disability benefits and so on.
All of those interactions certainly form part of discussions with their client service teams. All of these backstops work together in that respect. Those are subject to the general types of monitoring of activities within district offices, and form part of the overall strategy in terms of looking at service delivery improvements.
Veterans Affairs is in a process right now of a major rethinking of how benefits are delivered and looking at major strategies to improve service delivery. Much of that is coming to us directly from the clients.
We have a national client call centre network where veterans call in for information. They too track concerns and they track information. That all forms part of our overall assessment of how things are working and what is not working.