Ms Lucia Crimin:

We increased the headcount in response to the performance of the registration system.

Since we stabilised the system, we have been able to reduce the headcount and, as was mentioned earlier, we introduced our virtual agent.

I will briefly mention what stabilisation in our contact centre translates into. It is a reduction of 43% and 44% respectively in the number of calls and emails we are receiving. Emails are responded to within five working days now and 97% of our calls are answered in total. The call-waiting time is less than a minute and that has been sustained over the past 12 months.