Absolutely, Mr. Chair, thank you for the opportunity.
In looking at 221 call centres, I think it was assumed at the beginning that a call centre is a call centre and that the technology would be consistent and the same. However, as we moved through this experience, we realized that we needed to be more precise, to roll out technologies that were appropriate to the call centres and to better take into account the existing technology. That is how we learned the lessons necessary to be able to move and scale quickly.
One of the things we tried to do in de-scoping this project, to start with just those eight, was to learn those lessons so as not to disrupt service to all 221 call centres concurrently. This means making sure that we take a prudent approach, manage the risk, learn the lessons and scale up.