A state welfare department has commissioned a survey to investigate the attitudes of its clients toward the department. For 1 week, upon completing a visit to the department, clients were asked whether they thought that they had to complete too many forms, whether they had to wait too long in line for service, and whether they felt the agency was run efficiently or inefficiently. From the accompanying cross-tabulations of their responses, what can the welfare department do to improve its image with clients?
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