Ms Margaret Cox:

That is down to the individual organisation. In our organisation, we talk about 100% customer satisfaction and 100% productivity, and the team members work to that standard. We have set the standard but the standard has developed organically from everybody working there because we know what we have to do to retain this benefit as an organisation. The value of having an additional day off each week is so great to each one of our lives. The intention is to do it once, to do it right and to do it in the best way possible. We have had to provide retraining and cross-training with colleagues. We might have to send an email on a Thursday to our colleagues picking up some work from us on the Friday. On a Friday evening, I might have to send an email to a colleague who will be in on the Monday to give details of the work I have been doing in order that the colleague can pick it up on the Monday because I will not be back in until the Tuesday. Mr. Barnes used the word "gift" and it is in many ways a gift we have created for ourselves that we want to keep. In order to do so, we need to be able to deliver inspirational customer service and 100% customer satisfaction. I hope that has answered the Deputy's question.