Ms Catherine Hynes:

If I may intervene, as I have been around since before Ms Downes was CEO, when Caranua started its operations it was heavily reliant on agency staff. That had issues in terms of very high turnover of staff, a lack of consistency. There were some staff who were possibly only working there for a month at a time. The quality of service that was delivered to survivors was not optimised. Caranua commissioned a firm to carry out a study on workflows, application timelines and so on to see how they could deliver an optimal service for staff. I think the human resources figure referred to for 2016 was that study.