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Some steps.

1. Give your staff an email address that allows them to email out.

2. Answer the 'phones.

3. Get Orders out within a reasonable period. We have had orders delayed so much that the time for compliance has passed by the time the Order is received (and I know we are not alone).

4. Introduce managers who can manage.

There will no doubt be some capacity / funding pressures but the root cause of the failures and poor standards is inept, incompetent and arrogant senior management.