With respect to measuring the satisfaction level or feedback, we do client satisfaction surveys. That's a key element of our feedback methodology. With respect to front-line decision-making, our case managers now have the ability to make virtually all their own decisions around the rehabilitation case planning needs of an individual client. In the past, some of those decisions had to be escalated either to another level in a region or up to head office. We've changed the authority level for the front-line staff, so they can make those decisions, and we've also made sure they have the training required to do that.
On November 29th, 2011. See this statement in context.