text:  Those layers are not necessarily the problem if they connect well and if the policies that govern them aren't so complex that it takes 25 years to learn. I think my big lesson from all of this was, wow, we can't just work on the technology. We've also got to simplify the processes and the rules and the regulations, and that's not in the hands of the customer service agents. Jennifer, hang on here for just a second. We'll be back in a moment. This is On Point.