That's correct. In that context, we have some experience with other similar projects. We know, for example, how much it will cost to make certain technical changes to our systems, and so on. We follow a process in order to arrive at those costs. We also know in principle how many additional calls we will manage as a result of the change to a certain program. So certain costs are not entirely fixed, but we have a formula to arrive at that. When we prepare that estimate, we don't follow a fixed formula, but rather principles that we've acquired in the past. That's how we arrive at our estimate. In addition, if there are any special cases in certain files, we also have a process for arriving at those costs.
On March 1st, 2011. See this statement in context.