Ms Hilary Murphy-Fagan:

We also have a quality management system in place. Service quality and accuracy is fundamental to our business. Under our system, dedicated people take random cases that are closed every week and test 5% of all cases to check for accuracy, and whether they were processed correctly, whether all the procedural steps were taken, and whether they were uploaded to the correct document or system. That is an important measure for us because it tells us about the quality of the service we provide. Earlier I mentioned the ISAE 3402 international assurance standard of quality, which is the internal audit control test. Our quality management data are consistent with what the external tests show and, therefore, we have a constant, reasonably high level of quality. I do not say we fail to make errors but we have a fairly consistently high level of quality, which is important because our staff work hard on that