I strongly encourage you to continue along these lines, because some situations are unfortunate. I have seen cases where files were delayed for six months to a year because a document was missing and had been misplaced by the department. Claimants had to send it again. In other cases, proof was required from the department, but it was in a document that was lost. The process is already lengthy. When you have to wait another year because a date, a certificate or some other paper is missing, it is very unfortunate.
Do you have anything to add about other shortcomings or areas of significant improvement?