the citizens weren't beingard. i kno have heard all of these issues that sort of seem to have transpired prior to your lead.ip i want to know the step the department was taking to address those to make sure we don't fall into that pattern. >> that is a question. i won't tie everyone up with all of the things we are doing. we are readdressing how we do things. how we intake. how we are making it easier. keep in mind the complaintspeops their name. we want to that okay, too. that shines the light on behaviors to make recommendations. there is a whole big process that goes into taking t complaints and holng them accountable. ink you have more dted d qoui see the full breakdown of what the percentages are for the types of complaints, how each one is handled and what the results are which are all alluded to in the report. it is hard to dance between that from this summation. this summation was to talk be which is the sustained rate. the question is your sustained rate going down or up? how effectively are the new proces