Ms Oonagh McPhillips:

A huge amount of effort is being made. I must pay tribute to the staff as well because the rate of increase is far more than the doubling of staff. We trebled the decision-making capacity over the course of that year. That is done through the change management process re-engineering and the technology as well.

There is an interesting statistic about how much the processing time reduced when we took paper out of the system. That is simply a function of people carrying around paper, photocopying paper, and scanning paper. When you take paper out of the system it makes a huge difference to the processing rates.