That you have no credibility. Start from scratch. Blow it up. Change the name. Change everything. You're asking employees who have been doing the same delay-and-deny culture for 10 years. You can't expect them to change. They're not going to change.
Our veterans are suffering. Make it veteran-centric, where VAC has to prove those injuries aren't service-related. VAC needs to do the paperwork, and then the paperwork would get suddenly simpler. You need to create a system where if somebody needs a wheelchair, all of a sudden there is this pop-up box that says, “Okay, you need a wheelchair. Do you need winter tires? Do you have any accessibility? What do you need?” Automatically it would come up. Everything would be on a system, so that if anything consequential comes up, it wouldn't be as much of a fight.
Let's get VAC back to doing their own paperwork. That by far will make everything simpler and take a lot of stress off of veterans.
Blow it up from the base. That's my vote.