Mr. R?n?n Hession:

I will ask Mr. Henry to come in on a couple of points. I respect what the Chair, and the other Deputies and Senators are saying. Deputies and Senators have on-the-ground engagement with people in the area. This is coming from the real world and is not an abstract question of organisation and service design. This is about what is happening on the ground and there are real life cases. There is always a challenge around the culture of any organisation. There is a culture in our Department of being very customer focused and of helping. That is what we are here to do. We try to preserve that. Of course, there will be churn and generational change in staff. There is not a quick way of maintaining that other than to instill core values in our staff. I think they are there. As I said in reply to Deputy Kerrane earlier, the numbers we are seeing for this year are close to 100,000. Last year it was 55,000. That points to how the CWOs are trying to help and respond. We are not trying to frustrate people with paperwork, but I hear the point. I will not say it works smoothly in all cases. Training is an area we take seriously around the Department. Training is the kind of thing staff have to do again and again. It is also about the pace of work. The pace of change we have faced over the past number of years has been extraordinary. Tomorrow I will be 25 years in the Civil Service. The past three years have been the busiest. More generally, I emphasise that we are not talking about a withdrawal from face-to-face engagement and centralisation. What we want is for CWOs to be free from the administration and paperwork to do what they do best. We want to make sure they have a presence in the community and that they are available either to be visited or to go out and visit. That is what we want. I will pass over to Mr. Henry, and Mr. Hand may also wish to contribute.