The streamlining process as defined and as ongoing right now in the transformation process is making steps forward. One has to remember that we still have the Pension Act, and now the New Veterans Charter. Those are two very different pieces of legislation under which a very diverse group of people now come.
Case managers at VAC have trouble interpreting the Pension Act and the New Veterans Charter. Our own service officers are dealing with both pieces of legislation to assist the people as they move forward. We're now going to take that type of an information process and put it down to a Service Canada representative. When a veteran calls into Service Canada and says, “What about this situation?”, it will be very difficult for anybody from Service Canada to be able to interpret something out of the Pension Act or the New Veterans Charter and be able to assist the individual. Naturally, the default is that it's going to have to go back to a case manager somewhere in Veterans Affairs to be able to respond to the question. In actual fact, if this is transformation and streamlining, we've got to take an additional step to get right back to where we were before. So there are going to be issues.
A cookie-cutter solution for everybody doesn't work. The age and the diversity of the population that we're dealing with goes from an 18-year-old who's had maybe one or two tours in Afghanistan up to a 100-plus-year-old who's been in World War II. So that complexity goes all the way through.
Even with today's modern veterans, if you want to call them modern veterans, you can get an individual who's down on his luck and is couch-surfing. Does he have access to the Internet? Probably not. So where is he going to get his access point through to?
There are all sorts of parameters here that haven't been addressed yet. So that's my question.