There was a recent review of integrated case management done. From that, there were a number of recommendations, a number of very good recommendations, and we are moving forward with implementing some of those. However, those alone will not solve the Member's concerns. The big issue is that, when one of her constituents attends a single office, they are not then being referred to perhaps other services that they could be; they are not getting the type of assistance in that moment that perhaps would help them along and help them help themselves. Not everyone needs a pathfinder with them, but perhaps some people need a different interaction when they interact with any front-line worker, especially when it's related to poverty or addictions or things like that.

There is a lot of research that shows that it is the interactions they have with the front-line workers that can solve a lot of those issues without referring someone to ICM. If we change that, how people interact and what is expected of employees when they are presented with certain situations, then we can go a long way to alleviating some of these concerns. That really is a client-centred focus when it comes to service. I want to assure the Member that ICM is not the end-all and be-all, but it is part of a larger transformation that is currently happening in the GNWT, and that is integrated service delivery.

What that is is a very client-centred model of providing programs and services. It starts with a focus on the individual. It requires change within the organization, a culture change, and then involves governance changes, as well, in how we develop policies, how we develop legislation. It's really more of a long-term goal, but I want to assure the Member that it is something that is happening and that a lot of people are very committed to.