I would just echo the comment that it is about continuous improvement.
Do we get every case right every day? I'd like to say yes, but I have 2,000 employees in 60 locations across the country, and we learn from the feedback we get from veterans. Some of the best learning occurs when I get an email or a call from a veteran who says that it's not working right for them. Then we can look at our policies, our procedures, our business processes. Our five-year transformation program is about continuous improvement.
I was out in the staff office visiting some of the front-line people last week, and they said, "When the transformation is over...". I replied, “No, this is an organization committed to continuous improvement for veterans and their families.” Yes, some of the things we're going to do around technology will be done, but this is an organization committed to continuous improvement.
Some of the things we're seeing include reducing red tape and trying to make things much more hassle-free for veterans, so that not only can they get the services and benefits they need but get them in a way that is as easy as possible from the veteran's end of the lens.