Mr. Seamus McCarthy:

Yes. Paragraph 4.33 states the ETB reduced the service level requirement in respect of calls answered in the contract call centre. The original target, as we understood it, was 100% of calls would be answered within 30 seconds. The arrangement that was put in place instead was that 80% of calls would be answered within 20 seconds and there was no specific target on the time it would take to answer the remaining 20% of calls. That is what I have said in the report.