Thank you for the question. I hope I do as well with this answer as I did with the last one.
As the honourable member mentioned earlier, we have challenges. I'm not going to hide it and I didn't the last time. When it comes to production and our numbers, we have challenges with the numbers going up. However, the programming and the surveys we have done in relation to the programming have demonstrated that we're trending in the right direction.
Our survey of 1,500 randomly chosen veterans of different categories—traditional veterans, CAF veterans, and RCMP veterans—has demonstrated that our staff is respectful. We are trying to meet their needs. We're helping them advance and get what they need.
Can we do better? We can always do better. We know there are areas such as in mental health in certain parts of the country where it is a challenge, so we're working on all those areas. However, this has provided us with some insight we did not have before. It's okay to ask ourselves what it looks like. I know that people here talk to veterans, and I talk to a lot of veterans, but to actually go out and randomly just ask people what they think and come back, it gives us this insight and helps us concentrate on where to look.
In addition, when we did the service delivery review, which we're now calling “service excellence” because the review is finished and we're trying to implement some of the stuff, it demonstrated that we're still too bureaucratic. We have to improve our documentation.
Communication was raised with the minister earlier. How do we improve that communication with veterans so that they understand? How do we go to a push system and not a pull system, meaning that Veterans Affairs does the heavy lifting and not the veteran, and do the chart and all those things? How do we simplify that so veterans know what they're entitled to and they can actually get it? Those are all things we are working on.
We still have a lot of work to do on simplification. However, at least when we did the survey, which was anonymous so they could say what they wanted and there would be no repercussions, the veterans who were surveyed were pleased with the services. They were pleased that it was providing them with a level of financial security to help them deal with the day-to-day things.
There are still some irritants, some areas we have to work on, some work to be done on rehab. Some of them are still not quite happy with the rehab, and there is some work to do on the case management side, but all in all, we're trending in a different way. I'm not sitting back and saying everything is nice and rosy, because I still get, on a daily basis, complaints from veterans, so how can we improve that?