Sure.
The changes that allowed us to reduce our turnaround times involved having more staff working on the files, as well as introducing some process improvements. Those process improvements will stay in place and will continue to reduce our turnaround time.
In terms of starting the clock, frankly what was happening is that files were coming in without complete information, and a decision was made to be clearer about what was required for an applicant's to be reviewed. This is advantageous to the client as well, because it clarifies that, “A complete file includes the following and that for us to begin our process, we require you to do...“ this and this. They get a lot of assistance from our front-line staff to do that.
So yes, an element of that is potentially related to when we begin to measure the turnaround time. But I can say that the majority of the decrease was related to adding more staff and streamlining some of the surrounding processes.