I hear you about the wait times. On the useful information, I guess it's about making it clear to veterans that the website might say the service standard is 16 weeks, but they have to read into what that means—16 weeks from a completed application in 18% of the cases. There are lots of caveats to that.
An application is complete only once all that back and forth has happened with the veteran. I can appreciate that a veteran thinks that they sent in their application in March, so it's complete, but it's not if they're still going back and forth looking for additional information. The clock starts ticking once it's a completed application. I think part of that is making it clearer to veterans when that starts, and when the expectation starts.
Then it's about ending it at the same time. You might land on a decision that this is an eligible injury, but then the whole assessment of the severity needs to happen, which establishes the amount that will happen. They stop counting when they've made a decision, but there's still a wait time to establish the severity, then to process the payment to a veteran.
I think some transparency about that helps level the set expectations for veterans.
Then it's about finding out where all of those bottlenecks are and tackling them in a concrete way. That's what we saw. They don't have that information. They can't tell you where something sits in the process longer and why, so they're unable to really target measures to improve the processing time.