Let me emphasize that the culture at VAC has nothing to do with the people themselves. The people are all well intentioned. They're all working very hard, but they're working hard on the wrong paradigm.
At Veterans Affairs, we have a frontline staff that is completely ignored by the senior leadership. Continuous improvements or what they call improvements, policy changes, are inundating the frontline workers. They don't have the time. We know that. More than 50% of the case managers' time is taken up. They want to care for veterans, but they don't have the tools. The senior leadership is not supporting the front line in providing that care.