I think the difference between the stage that I am talking about and previous one is that they are actually sitting in a room with a human being across the table from them, looking them in the face and talking to them, as opposed to doing it on the phone or writing out a statement or sending in an email. The other thing is that—I think I will also go back—there has been a distinct evolution. I don't recognize the board that people talk about from 2004 or 2005 as being the board that I am part of. Around 2012, I think, the organization underwent some fairly dramatic changes and improvements in processes, as a result of comments by this committee and by the veterans ombudsman. I think it is a different organization, so part of me wonders to what degree some of those comments are being driven by experiences that largely predate the 2011-12 reforms.
On May 31st, 2016. See this statement in context.