I'll begin, and Heather may want to add something from a human resource perspective.
First of all, you're speaking about a group in the department, the client service agents. There are approximately 250 client service agents. Over the last year and more...and certainly as we look forward into transformation and introduce more technology and streamline our processes, some of the work they are currently doing will be eliminated. They'll no longer be doing certain routine administrative functions, and technology will have an impact on certain of their duties as well. In fairness to this group of individuals, the decision was made that we would carry out a departmental process that would be managed at a national level.
We are managing most of our cuts through attrition, and that will be our main objective. It's good human resource planning and moving people to where the jobs are needed, but at this point in time we decided that in fairness we should embark on a process. With regard to the actual steps involved, Heather can speak to those.