We do manage our service standards and report monthly. Those are available on our website. For instance, we can attest to the fact that the time to adjudicate a disability award has decreased by 30%. The turnaround time to be accepted into the program for rehabilitation decisions—that's a key program of our front line case managers, and this is where the veteran can receive medical, psycho-social, or vocational assistance—has gone from four weeks to two weeks. Another recent improvement is around our telephone service, where we now have a strong grade of service and response rate around our calling. We do maintain those very actively.
As well, we are always reviewing areas where we can improve or develop service standards that show more current metrics. The ratio of case managers to case-managed clients is very important. That is now a very key indicator. As I mentioned, it's about 30:1, and this is measured monthly as well and reports are available to those who must deliver that service.
Those are some examples.