You’ve suggested they put forward a resolution, or you’ve actually authored one? I think if you do the latter it could gain some traction - particularly if you clearly define what you want. “More robust” won’t necessarily solve your problem. Do you want a business hour call center manned by enough staff to keep hold times under X during non-IROP conditions? Call center with place-in-line annunciation and call-back logic? 24-hour desk? Perhaps you want all submissions to have an option for call-back response instead of email response?