Mr. Gavin Kelly:

In Bank of Ireland we have found we are running 9 to 5 for most of the standard lines, but for fraud it is 24 hours a day availability. If a customer has any sort of an issue on his or her account, he or she can get through to us all day.

In this process in particular, we have certainly found that digital is the preferred channel of choice. Again, the numbers are moving but now 70% of our accounts are opened digitally with Bank of Ireland. Digitally means that when a new customer comes in, he or she can actually scan his or her documentation, including his or her passport. We can verify it digitally and the account is opened in 50% of cases on the same day the customer has applied for the account. This means the customer gets his or her IBAN on day one, which is a critical first step in this process. The customer gets that almost immediately. This is very important.

The contact centre supports are for customers who may have some difficulties, or if they need to enquire or have any queries. That is why we are ramping up the contact centre team. This is to ensure that if a customer wants to come into a branch for a little bit more assistance, he or she can contact us to get an appointment, or if that customer is having any difficulty with the process, he or she can call us and we will walk that customer through it.