The people we're talking about are in crisis. It's not as if they're asking when they can get their car fixed. In your case, in your previous work, if the phone rang or a light went off, three minutes later you're on the way.
I also like TurboVAC.
We need all the Veterans Affairs staff to remain relevant to the needs of veterans. I know that the head of the Canadian Pacific Railway moved all its people away from the downtown Calgary office to a railway yard and told them to look out the window, because that's what they do.
I'm wondering how you achieve that human, personal touch that you talked about.