You stated that you are going to adapt to new technologies, the Web, digital, etc. We know, however, that those in need, such as veterans, do not all own computers. Often, because of their physical limitations, they need direct contact with others. Will people be required to talk on the telephone and have a voice tell them to press 2 if they want one answer and 3 if they want another? Will they have a hard time reaching a live person? Will you continue and even improve upon the person-to-person service instead of only relying on a robot?
On October 25th, 2011. See this statement in context.