To be honest, I take it a little bit hard, because my job is to get it done right the first time. Unfortunately, we don't always get it right the first time.
I think what happens is that we miss the millions of transactions that actually go right. We actually do millions of transactions a year, whether for the veterans independence program, the DA, or case management. We do on occasion, but we rarely hear about those.
We always hear about those that go wrong, and some of them actually go wrong. It's a very unfortunate reality, one I don't like. To me, there's a person attached to every single one of these. That's why I take it seriously.
We have open lines of communication with most of your offices. Most of you send them to the minister's office—they actually land on my desk. I read every single one of them. I have a team that works on them. I probably get 20 to 30 a day. I'm going to raise it because somebody else is going to hit me with it shortly. Right now most of them are about the backlog. I won't hide that. But every once in a while, there's one in there that is more than that. We deal with them. We take them very seriously.
I had a call from somebody two Thursdays ago. This veteran, dying of cancer, had never come forward to us for anything. By Friday evening we had VIP.... We had full-time care for him, an OT assessment. Everything was done for him. And God rest the veteran's soul, he died on Saturday. You may say that's a lot of work maybe for.... You wonder why. Well, now the widow is entitled to some of our programming. That's how seriously we do take it. When this goes astray, we feel...and we try to rectify it.