Mr. John O'Connell:

It has an absolute role in ensuring that whatever platform people want is respected by the financial institutions. When we are talking about a customer-centric approach, we are talking about putting the customer at the centre and having all the other stakeholders work to that. We believe the Central Bank has a genuine opportunity to influence the future shape of banking. That is why we published our paper. It adds a consumer- and staff-centric element to the governance of the organisations, in respect of which the real change occurs, but we also believe that the regulator has an absolute role in ensuring the banking model for the future is one in which people will have digital and face-to-face banking when they need them and can make a call to a call centre when they need to.