Mr. Paul O'Donoghue:

Correct. As I said, we were able to bring something to the party but not everything that was required. I will use a simple analogy to make my point.

We are all familiar with getting new televisions or phones which are pretty much plug and play devices. We switch them on and the machine tells us how to set them up, tune in stations and so on. These boxes of tricks are not simple or straightforward. They come out of the factory as a standard model and must then be shaped to suit one's utility and processes. We must switch on certain functions and move certain fields around. Then, depending on how much it needs to be changed, it may go beyond configuration which is what I am describing to customisation, particularly if one's processes are very different. Sometimes one is not in control of the process or the regulator might say he wants something to be done in a certain way or the Government might introduce a policy that requires a process to be gone through in a certain way. This might mean that there is a need to recode the machine, but this - recoding - is not the kind of expertise a utility keeps. Experts are required to come and recode the machines.