Posted by by Michael J. Brennan, Chairman. Illinois Workers’ Compensation Commission
Special Note: An update from the author has been added to bottom of this post (11/25/24)
In March of 2020, there was no guidepost or compass to help any of us navigate the Covid-19 Pandemic and all of its destructive power. The Workers’ Compensation Practice and the Illinois Workers’ Compensation Commission were floating in a sea of confusion that seemed capable of drowning all at any moment.
Before Covid-19 hit, we were in the midst of planning a move of our offices out of the James R. Thompson Center. Though plans were not finalized, it appeared that we would move our hearing rooms to the Daley Center and our administrative offices to the Dunne Building.
A move of an agency is always a precarious event. Though we were excited to move, we knew that our planning and moves had to be seamless. We could not close our operations as it would have a significant negative impact upon all of our stakeholders. As we progressed, we learned that the move of the hearing rooms to the Daley Center would come first and the move to the Dunne Building would be delayed.
The pandemic delayed our move, but we went forward and took space in the Daley Center in May of 2021. We were not able to move into the Dunne Building until July of 2021. Our move was made within our budget, which remains at 1% of the cost of workers compensation in Illinois. Amazingly, the move of the IWCC into new and functional space was not the crowning achievement of our accomplishments during the pandemic.
Our most significant success was in the transition of our process and practice into the 21st Century. This was accomplished with the use of a special fund that was created 15 years earlier and earmarked for a technology upgrade of the Commission.
Covid Is Upon Us
From our first notice of the need to isolate until our eventual societal reopening, as a culture we foundered. Fortunately, the Illinois Workers’ Compensation Commission was an agency under Governor JB Pritzker, and he provided the leadership and resources necessary to weather the storm.
Our first knowledge of the devastating aspects of the pandemic for Illinois government came in the form of a call from the Governor’s office. All agency heads were summoned to a “virtual” meeting on Sunday, March 15, 2020.
A virtual meeting at that time consisted of a phone call with more than 200 people in attendance. Most remained quiet, so as not to interrupt. At that time, we were all advised that “we,” the agencies of the State of Illinois, were closing our doors, as soon as possible.
Workers’ Compensation’s Economic Cost
The economic cost of workers’ compensation in Illinois is approximately $3 Billion per year. This figure includes medical costs, temporary disability benefits paid to injured workers and permanent disability benefits paid to workers. This cost also includes the Commission’s annual budget of $31 Million per year.
The first Workers’ Compensation Act was passed in the early 1900’s. This process is intended to protect both the interests of employers and workers. It is designed to protect workers by paying costs related to an injury and protect employers from onerous judgments in the common law courts. Though many may disagree, it has been correctly referred to as “The Grand Bargain.”
The Act is remedial and not intended for enrichment. By this we mean, the Act is intended to remedy the ill effects of injury and return the injured worker to the same level of employment. The employer pays the medical bills and the injured worker’s lost time. When the injury is significant, the employer is to pay the employee for the disability that has occurred. The payment is based upon a statutorily created scale.
Since its inception, the legislature and stakeholders have made it clear that the Act is to be liberally construed. The process at the Commission is to be summary and swift. The Commission should move forward on claims in as expeditious a manner as possible.
With the passage of time, Illinois became the 3rd most costly state in the U.S., for workers’ compensation insurance. The General Assembly passed legislation in 2011, to rein in certain of the costs of workers’ compensation. Since that time, Illinois’ position, nationally, has moderated and our cost is in the middle of the pack.
Workers’ Compensation benefits and costs are regulated statutorily and by rule. Disability benefits are calculated based upon a per centage formula of the injured worker’s wages. Medical costs are regulated by a Fee Schedule that was mandated by the Legislature and has since been modified by Commission Rules.
Attorney’s fees are set by statute, with certain limitations at 20% of benefits paid to the injured worker. The fee agreement entered into between the attorney and injured worker is on a form created by the Commission. This fee agreement is statutorily mandated, and attorneys are not allowed to deviate from the required form.
The Immediate Impact
For the IWCC, the shutdown could not be immediate, as there were too many moving parts and too many litigants that needed to be notified. Additionally, the IWCC cannot shut down by whim; it had to be closed by operation of a meeting of all Commissioners. That meeting was set on an emergency basis on Monday March 16, 2020, with minimal notice to the public.
Not unlike the meeting with the Governor’s Office, the meeting of the IWCC was virtual. It too was a telephone meeting, with hundreds listening on the line. By that meeting, the IWCC was closed until further order of the Chairman, effective the following day.
On March 17, 2020, all business of the IWCC stopped. Our doors were closed at all venues. No trials, no status calls, no pre-trial conferences were held, and no settlements were approved. To say the least, all appeared bleak. The Workers’ Compensation’s economic and remedial engine was turned off.
Without the offices of the Illinois Workers’ Compensation Commission available, the consequences might have been devastating. Workers’ benefits might not be paid. Medical care might not be approved and disagreements between workers and their employers might not be resolved.
We quickly realized that the IWCC could not stay closed indefinitely. People had to keep working and would continue to do so throughout the pandemic. Workers would be injured or become ill. They would need medical treatment. Temporary disability benefits had to be paid.
A Cobbled Plan
The IWCC decided to reopen on an emergency basis on March 23, 2020. This first effort at holding emergency hearings though awkward, was effective in bringing parties together.
An emergency hearing protocol was established by Memorandum to the Bar on March 20, 2020. The Bar and all stakeholders were notified by an email blast that Emergency Hearings could be held in the six (6) IWCC Zones, based upon an appropriate request and the demonstration of a true emergency. This same information was posted on our website.
Parties seeking an emergency hearing were initially advised to make application, by e-mail, to the Chairman of the IWCC, setting forth the nature of the emergency and the efforts made at resolving the issue. The Bar was reminded of the principles outlined in Supreme Court Rule 201 (k) and Rule 3.4 of the Illinois Rules of Professional Conduct, regarding the actions of attorneys involved in litigation. These Rules are in place to instruct all attorneys on the virtues of cooperation and candor. They still exist today and remain just as important.
Cases that required a hearing were to be heard in Chicago, Rockford, Peoria, Springfield and Collinsville. These five locations were picked as the IWCC was either the principal owner of the premises or a lessee, such that the Commission could control the flow of people in and out of the building. Cases were only set for hearing only with the approval of the Chairman.
The emergency process was modified by the end of March, such that there were Arbitrators assigned to all five of the offices. Each of the Arbitrators that sat on an emergency basis did so voluntarily. Each Arbitrator’s efforts exemplified the true meaning of public service.
Emergency Hearings
On March 27, 2020, the Bar and all litigants were notified that the emergency process would continue throughout the month of April. Each of the emergency offices was staffed by an Arbitrator that would hear cases on specific days. The Arbitrators were empowered to determine whether a case presented a true emergency and, if needed, proceed to trial. The Chairman was no longer involved in that discussion or decision.
Oral Arguments on Review
While this emergency hearing process, for arbitration, was continuing, the Commissioners had to determine a methodology by which Oral Arguments would be held, on Review. It was determined that the only method available was a “virtual” process that would be handled telephonically. A notice regarding telephonic Oral Arguments was forwarded to the Bar and litigants by e-mail and web posting on April 10, 2020.
The parties were notified of a time, date, and call-in telephone number, by e-mail, for each Oral Argument. The parties, on Review, were asked to waive Oral Arguments, whenever possible. If Oral Argument was not waived, it was conducted by telephone.
Multiple attorneys complained that telephonic Oral Arguments were not provided for by the Rules of Practice at the IWCC. They were advised that the Rules did not prohibit such method for arguments and that the cases were moving forward. They were also advised:
“If it is good enough for Justice Ruth Bader Ginsberg and the U.S. Supreme Court, it is good enough for you, the IWCC and the attorneys practicing at the Commission.”
The Emergency Process, for Arbitration and Review hearings continued at the IWCC through the month of May. Cases were heard, at both levels, and timely Decisions were issued.
At all times, evidentiary hearings on Arbitration were handled in-person. In all Arbitration proceedings, we distanced, we sanitized, and we provided shields, where at all possible. No one was ever reported to have contracted Covid-19 as a result of our hearings, as we followed directions from the Illinois Department of Public Health.
On April 27, 2020, a new memorandum was issued by the Commission. That memo was titled as the “May 2020 Special Circumstance Arbitration Procedures.” It is this process that sets the tone for monthly status calls and pre-trials today.
Prior to the pandemic, the IWCC was a paperbound agency, that used an antiquated main frame computer system. That computer system was outdated as early as 1991, when the then Chairman suggested the IWCC would go paperless. It didn’t happen.
Sadly, the Commission remained paperbound and locked in an obsolete system that was slow to respond and without 21st Century technology. As the pandemic hit, the problems of the IWCC intensified.
Mail was late, as the U.S. Postal Service could not deliver. When deliveries were made, thousands of pieces of mail would swamp a short-staffed Commission. Only a limited number of employees were allowed to return to work each day. Pleadings could not be posted to files, attorneys had to wait for stamped copies and people became frustrated. But we persisted and continued to perform in the best possible way.
Technology Saves a Practice
The CompFile system was rolled out in April of 2020 for settlements, only. It had been in development prior to the pandemic and was nearing completion when Covid hit. In retrospect, the system allowed the practice to navigate some of the difficulties that came with Covid.
The parties could communicate and craft a settlement contract without being in the same room. Attorneys could share a proposal and the injured worker could sign the document without being at the attorney’ office, or at the IWWC. For all users, both within the Commission and the Bar, it was a tremendous success.
Settlements no longer had to be handled by personal appearance. Documents could be coordinated and executed electronically, by both the Bar and their clients. Settlements could be submitted to the Commission and approved with a key stroke. It arrived at a critical time and proved its worth immediately.
It was decided to introduce the system first for settlements, as 90% of all Illinois workers’ compensation claims are settled. This decision afforded the IWCC an opportunity to test and make changes before making it available for all documents.
By June of 2020, the IWCC and the Illinois Department of Innovation and Technology had vetted and confirmed the use of Webex as a legitimate method of handling large virtual conferences. Webex was not the open forum presented by Zoom. It is secure and a safe method which allowed the Commission to conduct business securely and virtually.
New processes were discussed at virtual meetings with members of the Bar. From those conversations, new procedures were posted for the month of June 2020, which incorporated the use of Webex. These procedures allowed all Arbitrators to return, virtually for their Monthly Status Call and Pre-Trial Conferences. Though trials were allowed, the number of trials per day, per Arbitrator, were limited. The safety of IWCC employees and the public remained a primary goal. These Special Circumstance Procedures were carried through the month of August 2020.
A Paperless IWCC
In April of 2021, the IWCC announced the CompFile program for the paperless filing of all documents. This system handles all filings of Applications for Adjustment of Claim, Appearances, Fee Agreements, Motions, Petitions for Review, Briefs and any other appropriate document.
As the pandemic hit, the IWCC was paperbound and unable to provide much of the needed assistance to the litigants. The problems of Covid were compounded by the lack of consistency in the US Postal Service delivery system. From day to day, there was either no mail or thousands of pieces of mail delivered to the Commission. This lack of consistency made it nearly impossible for the IWCC’s limited staff to keep up with their work.
Coupled with this mail mayhem was an impatient Bar, that seemingly lived in a parallel universe. The Bar, and clerking, services made impossible demands upon IWCC staff, who were working minimal hours, to process paperwork. This resulted in a modification of procedures at the IWCC, eliminating the possibility that paperwork could be processed for the Bar while they waited. It became a drop off and pick up the following day (or later) process. This change saved Commission employees from the harassment of unreasonable people.
With CompFile, for all documents, the wait is over. The problems with the USPS, some of which were created by the pandemic, no longer exist. The IWCC staff is no longer harassed by unreasonable people.
In 2016 the IWCC amended its Rules and for the first time provided for the possibility of an electronic filing system. The Commission’s Rules on Electronic Filing are found at 50 Ill. Admin. Code Sec. 9015.10. They mirror the electronic filing rules of many of the circuit courts and the Illinois Supreme Court. This Rule change afforded the IWCC the opportunity to set up CompFile and the procedures that now guide our practice and process.
A New Process for the 21st Century
In September of 2020, modified procedures were posted. Primarily, these new procedures reinforced the things that were working at the Commission. Status Calls remained virtual; Pre-Trials were handled virtually and communication by e-mail was encouraged.
In October of 2020, the parties were instructed to submit all communications to an Arbitrator at least two business days before a Status Call. The same basic procedures remained active through the remainder of 2020, with the next minor revisions occurring in February of 2021.
When Covid hit, the IWCC’s hardware was woefully out of date. The Commission arranged for the purchase of $400,000 worth of laptop computers and ancillary equipment. This hardware allowed the IWCC Arbitrators and Commissioners to conduct business seamlessly on Webex, with cameras and full access to the internet. Prior to that purchase, the Commission was operating at times by telephone and did not have the ability to properly communicate with litigants. This game changing equipment was received in January of 2021.
Since that time, the IWCC has continued to tweak its process, to conform to the needs of the practice and the Commission. These Special Circumstance Procedures form the basis of the methodology that governs the Commission process today.
The CompFile system, in tandem with Webex, has forever changed the practice at the Commission. With CompFile and the advantage of remote access to IWCC litigation files, business can now continue despite weather changes, civil emergencies and other contingencies that might impact staff presence at the IWCC.
Arbitration Monthly Status Calls are now virtual. The parties may now only participate through Webex. All cases set for a Pre-Trial Conference, are at a time set by CompFile. The parties may only suggest a date. CompFile sequences the cases and sets the time and date, with the Arbitrator’s input. If the Arbitrator wishes, cases can be set for a date and sequenced by CompFile prior to the Status call.
All Arbitration Pre-Trial Conferences are virtual. Parties may only participate via Webex. They must enter through the Webex portal by use of a computer, i-pad or other device which shows their face, in real time. Attorneys must be dressed appropriately.
After a Pre-Trial Conference, the parties may request that a matter be set for trial before the Arbitrator. Arbitrators are no longer as limited on the number of cases that they may set, but they are encouraged to limit the trial settings to a realistic number, that being 15 per day.
Prior to the Covid pandemic, cases were set en masse on Arbitration. As many as 200 cases could be set before a single Arbitrator, on any given day, with trials being completed. With today’s limited number, there is a more realistic chance that matters, when set, will proceed to a Hearing (Trial).
Cases are no longer set for trial in the same month as the Monthly Status Call. Rather, after a Pre-Trial Conference, the Arbitrator sets a matter for a Hearing on a date certain, in the following month. In most instances, the matter is set for Hearing more than 21 days later. This simple change in the IWCC process allows parties an opportunity to secure the appearance of witnesses and obtain and organize exhibits. It also facilitates more settlements, as there is an opportunity to talk.
The Bar was most vocal in calling for the setting of matters for a Hearing (Trial) date in the following month. Their input on this issue made it clear that the Bar needed the additional time. Their input gave the IWCC the incentive to change our process and make certain that we do all to accommodate the practice and parties, to allow for the speedy resolution of all matters.
The process that we have established because of the Covid-19 Pandemic has changed the IWCC in positive ways. There is no doubt that these changes would have never occurred, but for the impact of the pandemic. There is little doubt that the IWCC and the practice would not have been able to formulate and initiate so many changes in our process, in such a short time, but for the pandemic. It is doubtful that the Bar would have successfully embraced so many changes to the practice, but for the pandemic.
Conclusion
We have now moved forward into the 21st Century and the words “CompFile, Webex, Virtual, Remote and many others are part of our lexicon. To those who said: “You can’t…,” “…you won’t,” “…you can’t make me,” or “…you will never be successful,” we did, we did, we did, and we all have been very successful.
We have pivoted into a new era at the Illinois Workers’ Compensation Commission, and it works. It works because the Bar and the IWCC want it to work. It works because the Bar and the Commission worked together. It is the result of a collaborative effort that engaged all stake holders and relied upon their expertise and their desire to succeed.
The IWCC has been blessed by access to leadership in the various Bar associations that impact Illinois workers’ compensation issues. These include the Workers’ Compensation Lawyers Association, the Illinois State Bar Association, the Illinois Trial Lawyers Association, and the Chicago Bar Association. Leadership in each of these organizations stepped up and pushed their members to adopt and adapt to the changes that were necessitated by the pandemic.
Together we have weathered the storm and by pivoting, have found a new safe harbor that allows the Bar to represent their clients and the Commission to carry out its’ mission in an efficient manner. Our alliance is strong.
Special thanks to each of the attorneys from each of the Bar Associations that worked closely with the IWCC, to make certain that the Commission and our practice continued to operate during the pandemic.
Special thanks to all IWCC Commissioners, Arbitrators and staff for continuing our work throughout the pandemic, making certain that the Mission of the IWCC was carried out and that Workers’ Compensation benefits continued to be paid in a timely manner.
Special thanks to General Counsel Ron Rascia, Deputy General Counsel Cole Garrett and David Larson, Secretary of the IWCC Michele Kowalski, Efficiency and Control Director Bob Devereaux, Human Resources Director Brendan O’ Rourke and IWCC Chief of Staff Annette Roti for all their hard work in keeping this Commission operating in such perilous times. Special thanks to Matt Bryant of Work Comp Strategies for his guidance. Special thanks to Arnold Rubin and Bill Lowry for their assistance in editing this article.
Update from the Author (November 25, 2024)
Last year The CBA Blog published a chronicle of many events that occurred at the Illinois Workers’ Compensation Commission during the time of the Covid-19 pandemic. It now appears that the pandemic has been all but forgotten by many. It appears that the memory of panic and turmoil has faded into the past. Our experiences and changes in methodology at that time are still an integral part of our process.
When last year’s article was published, it was to preserve the memory of camaraderie and collaboration that occurred at the IWCC. The article was meant to recognize the efforts not only of the IWCC staff, but also those of the Bar. The intent of the article was to highlight the positive results of a collaborative effort between the Bar and a governmental agency.
That collaborative spirit still prevails at the Illinois Workers’ Compensation Commission. We are still engaged with the Bar associations and their officers. We are still listening to their suggestions and taking their collective wisdom, as it allows us to recognize any shortcomings in our systems and process.
In 2024, we have changed some of our procedures to meet the challenges that the Bar faces daily. One such change was to the method by which we deal with attorneys that wish to withdraw from pending matters. Our procedures were modified to require the attorney that wishes to withdraw from a case, to appear before an Arbitrator unless he or she presents a signed Substitution of Attorney form with the Motion to Withdraw.
The requirement of their appearance was two-fold. First, it eliminated the granting of such a motion without recognizing the due-process difficulties created by leaving an injured worker unrepresented. Second, it eliminates the possibility that an injured worker could allege that they never received notice of the attorney’s intent to withdraw from their case. When they appear, the attorney is required to show proof of their compliance with IWCC Rule 9020.30 (c) and Illinois Supreme Court Rule 13 (c)(2).
And finally, it reminds attorneys that they will be held accountable until such time as they are dismissed from the case. Our procedure reminds all that the inconvenience created by an attorney’s withdrawal is not only to the parties but also the Commission. So, if a matter is too old or near trial, the attorney may not be let out of the case. As the Supreme Court Rule reminds us: “The motion may be denied by the court if granting the motion would delay the trial of the case or would otherwise be inequitable.” The equity considered is not only toward the parties, but also the Commission.
Before this procedure was published, members of the Bar leadership were consulted and asked their respective opinions on such a procedure. With that feedback, our procedures were updated to show a requirement that not only the IWCC Rule must be complied with, but also Supreme Court Rule 13 should also be considered and abided by.
Our Pro Se Settlement Procedures were likewise updated in 2024, again with input from leadership in our Bar associations. As a Commission, we have an obligation to make certain that any self-represented individual is treated fairly by our process. This does not mean that we allow them special privileges, but rather, when they are brought to us for the purpose of settlement, their rights are fully explained.
Though many of these procedures were previously enunciated during the time of the Covid-19 pandemic, it appeared that they were becoming forgotten. The pandemic had required the creation of a virtual process by which pro se litigants could be presented to an Arbitrator for purposes of settlement.
Prior to the Covid-19 pandemic, there was no virtual process for the presentation of a pro se litigant to an Arbitrator. All pro se settlements had to be presented to an Arbitrator for an in-person hearing. At that hearing the Arbitrator would question the injured worker and determine the appropriateness of the proposed settlement. If there was a deficiency identified, the Arbitrator would reject the settlement and / or suggest an alternative. A virtual process had to be created, not only to deal with the difficulties of Covid-19, but also in conformance with the Workers Compensation Act and IWCC Rules.
In 2016, the Rules of the Illinois Workers’ Compensation Commission were amended to include a new Section 9015.10 through and including Section 9015.60. By this new Section, the IWCC was authorized to create procedures that implemented electronic filing. It is in conjunction with this new Section that the IWCC established procedures for the presentation of Settlement Contracts and self-represented injured workers for the approval of a settlement, in a virtual forum.
These procedures were formalized in 2024, with the collaboration of the Bar. They set forth the requirements, both documentary and in-person, that must occur prior to the approval of a pro se settlement contract. The Procedure as published states: “Pro Se Settlements may be considered for approval without an in-person appearance of the parties after submission of a Settlement Contract, Petitioner Affidavit, letter from Respondent’s counsel…”
The completed Lump Sum Settlement Contract and Order must be submitted in CompFile together with an affidavit signed by the injured worker (Petitioner). The affidavit must contain sufficient information to advise the Arbitrator that the Petitioner knows what rights he or she is waiving by such settlement, e.g., the right to a trial, the right to a written decision, the right to continuing medical care, the right to an appeal.
In addition to the completed Settlement Contract, and affidavit from the Petitioner, the attorney for the employer (Respondent) must submit a letter, on his or her firm’s letterhead, which answers each of the following questions:
- What is the nature of the case?
- When did the accident occur?
- Where did the accident occur?
- What medical treatment, if any, did the Petitioner receive?
- Has the Petitioner’s medical treatment been terminated and if so, why?
- Has the Petitioner reached MMI?
- When did the Petitioner reach MMI?
- Is the Petitioner working today?
- What benefits, if any, have been paid?
- What is the amount of the proposed settlement?
Without the completed documents and the letter from the employer’s attorney, the Arbitrator cannot proceed to settle the matter. It is only with these completed documents filed in CompFile that the assigned Arbitrator may consider such a settlement. When these conditions are satisfied, the arbitrator may then set the matter for a virtual pro se settlement hearing. And if the Arbitrator is satisfied, he or she can then approve the settlement.
It had been argued by some that the requirements of these procedures placed too great a burden on the employer’s attorney. It was argued that these requirements were nowhere in our Rules. What was forgotten was that the Commission has the authority to set procedures so long as they do not violate the Workers’ Compensation Act, 820 ILCS 305/1, et. seq. or its Rules 50 Ill. Admin. Code 9010, et. seq. These procedures violate neither the Act nor the Rules.
Why then do we require a writing from the employer’s attorney, answering the above questions, in advance of setting a pro se settlement hearing virtually?
We require it for three reasons. First, the employer’s attorney as an officer of the court has an obligation of candor to the forum. By requiring such a writing, we are assured that time has been taken with the self-represented injured worker and that his or her rights have been explained. Second, the attorney representing the employer is assuring the IWCC that this is in fact the person that was injured, and third, that this person wishes to waive his or her rights and accept a settlement.
The Commission has no way of independently verifying any of the information that is being presented to it, regarding the pro se litigant. The IWCC cannot investigate the nuances of a claim in a short virtual hearing. It must depend upon the Bar, and particularly those attorneys representing the employer, for needed information.
A writing, on the letter head of the attorney or letter head of his or her firm, verifies the appropriateness of the terms of the proposed settlement. A writing indicates to the world that certain representations have been made by an officer of the court and they are to be accepted as true. A writing justifies the actions of the Commission when it approves such a settlement.
During the Covid-19 Pandemic both the IWCC and the Bar were in peril, not because of anything either the Commission or the Bar had done, but rather because of an emergent situation that had not been confronted before. By working together in that time, the Commission and the Bar set a new path that continues to work today.
By collaborative thinking and cooperation, the Bar and the IWCC have navigated some perilous times. By continuing that cooperation, we have created a virtual process that has significantly improved a system that is now more than 100 years old. We have gone from an all paper to an electronic filing and virtual status and pre-trial hearing process.
The work continues and the Illinois Workers’ Compensation Commission continues to carry out its mission:
The Illinois Workers’ Compensation Commission resolves claims made by injured workers for injuries arising out of and in the course of employment. The Commission strives to assure financial protection for injured workers and their dependents at a fair cost to employers.
The Commission performs three main functions:
1) Resolves claims. The Commission strives to provide a fair, timely process by which disputed claims may be resolved.
2) Ensures compliance with the law. The Commission protects the rights of employees and employers under the Illinois Workers’ Compensation and Occupational Diseases Acts.
3) Administers self-insurance. The Commission evaluates and approves eligible employers that wish to insure themselves for their workers’ compensation liabilities. The Commission strives to accomplish these goals while looking constantly for ways to improve the quality of service.
With a collaborative Bar, it is a far more manageable task. We are forever grateful for all their assistance.