From the transcript

Through the chair, Representative Schwanke, thank you for your questions. I would say that we are working in earnest to drive down this payment error rate, and it is predicated that we have functioning IT modernization systems, that our staff are trained, and that we have that quality improvement process set up so we're identifying where errors are happening at the root cause and targeting our training We had— we do have a contractor that went in 3 years ago and looked at the business process, the workflow, and identified a series of recommendations to improve the efficiencies of the workflow. A lot of that was around document management systems, and we integrated our document management system with our workflow for those efficiencies. But this takes time as we are driving down our error rates. We do have the tools, as Director Etheridge mentioned.