But Scott, for any company going through this massive of a transition--transformation let us say--the expectation would be or the result would be and the expectation of that goal would be that the productivity per employee involved would…

If you really want to get some idea of what veterans think of the VA, then try to get in chat rooms where veterans talk to veterans about the VA.

OK. Ms. Graves, over the years VA has tried to improve the delivery of benefits for our veterans.

I would take for granted that one of the goals of this entire process is the ability, at the end of the day, to look at a particular reviewer to accurately know what the process time is of a claim, to begin to establish some type of…

And I would take for granted from the standpoint of the veterans and their families it is a more timely response. It is a more accurate response. That is the goal.

So, is it safe to say yeah, this is a lot about technology, but this is a lot about redesigning the way we process a claim within the Department of Veterans Affairs?

I think government becomes increasingly more insulated from its customers.

Share with me, if you will, how the claims processing employee will do some things manually.

One of the Department of Veterans Affairs' most important missions is to provide timely and appropriate benefits to veterans and their families.

Listen, there is nobody that is rooting for you more than we are.

And I would hope that at some point you could share with us what you have instructed whoever answers that phone to do and what the timeline or expectation is for the hours that that will be addressed--not days.