Mr. Patrick Burke:

One of the weaknesses in the distributed system was that we had circumstances where an individual could handle an application from cradle to grave. We are trying to ensure that we have a single system in place so that the patient should be getting the same answer irrespective of who is dealing with them. We have a new head of customer service and a new customer service department and this section can escalate particular issues if required. As Mr. Hennessy said, we have a wider communications plan to continually make people aware of what other schemes are in place and what they need to do when filling out paperwork. We also aim to provide a standard customer service to everyone. I am not sure that it will be possible for the same individual to deal with the same query every day. We should be able to deal with any patient or client who comes to us in a consistent and standardised way. Our training will be aimed at such an outcome.