The department did an external review, and they identified some areas that they thought were problem causes. That's why there were 16 actions that they were trying to implement to improve the processing times.
The issue is that they didn't do a very good job at tracking whether this one initiative improved the processing time, and then whether this other one maybe counteracted that and went the other way? There was a lot put in place without being able to know whether or not it made things better.
I think it's a few things. We're not really sure what initiatives improved or slowed down.... We couldn't say, and neither could the department.