At the beginning of September, we kicked off another round of meetings with the heads of each of our GETS full-service agencies.  So far, we have met with GBI, Corrections and DNR, and sessions with other agencies are scheduled over the next several weeks.

As you may recall, when we met with each agency back in February, we learned that while performance indicators were showing improvement, agencies saw a gap between metrics and their own experience.  We came away with useful information that led us to begin our customer experience program aimed at improving the service our customers receive. 

The meetings we are holding now focus on the resolution of previously identified issues and the status of each agency's operational projects and transformation activities.  With agency leaders, GTA and our service providers sitting at the table together, we are able to talk candidly not only about concerns and ways to address them but also the significant progress we continue to make.