You're right, Mr. Martel. Timelines are currently one of our big issues, but they aren't the biggest issue. That's why we've started to review all our procedures. Veterans Affairs Canada is currently requesting information that isn't necessary. By eliminating these requests, we're eliminating steps.
For example, we've made changes concerning the medical records that we ask the Canadian Armed Forces to provide. We used to ask for the entire medical record, which took an average of 88 days. Since we had only 16 weeks to process an application and we lost 88 days waiting for the medical record, there wasn't much time left for the rest of the process. Now, in many cases, we no longer even ask for the medical record. We have access to their system. Since this involves personal information, it isn't a simple matter and it requires us to comply with all sorts of rules. In addition, when we reviewed our procedures, we realized that we didn't need an 800-page medical record and that one page of information was sufficient. There are many steps to consider, and these steps have been around for a long time. We don't eat an elephant in one day. We take one bite at a time. By working more resolutely to review these procedures, we'll succeed.
I gave the example of integrated teams. If I work on a file and send the file somewhere else, it may take two or three weeks for the other person to process the file. It's not really the person's client until the person opens the file. This is part of the process, but it causes delays. When all these delays accumulate, we have a considerable timeline. However, in an integrated unit, I can sit down with a colleague, show the colleague what I've done and ask whether the colleague agrees. We can make a decision that day on the file, which wasn't done before.
There's certainly a challenge in terms of work culture. We've been trying to change the culture for a few years. We provide disability benefits, and we used to take an extremely rigorous approach. However, in recent years, we've been much more open-minded, particularly with regard to mental health issues. Perceptions of mental health have changed not only at Veterans Affairs Canada, but also among the general public. We're asking for fewer documents, which helps us to proceed much more quickly.
We've needed to change our work culture. Our employees had been doing things a certain way for 25 or 30 years. Now we're asking them to use a completely different method. We're also teaching this method to our new employees, including through the training provided to our case managers and adjudicators.
