Our organization, governed by legislation and policy, is one of the largest insurance organizations in North America. We cover five million people in over 300,000 workplaces across our province. Coverage with our organization is mandatory for many businesses in our province, who may not be aware of the necessity or plethora of services we provide. Past efforts to improve our financial position, while necessary, came at the expense of good customer service. Over the years, there began to be a problematic decline in customer satisfaction.