Jim Poole, I'm the director of the residential supply business for EDF Energy in the UK. We've been working with TCS for about five years. We started actually the engagement preparing for a big systems migration that we were going to do and TCS were helping us prepare for that by data cleansing and preparing ourselves for the transition. What happened actually the transition was more challenging than we thought and TCS then helped us manage through the transition and has since then become a very valuable partner and a key part of our operation in terms of our back office activities. The activities with TCS have helped us in a number of ways. Particularly in terms of improving the service we provide to our customers by making sure that we're on top of all of our processes and making sure that they're done quickly and efficiently and the efficient delivery of those processes has helped us reduce our cost to serve. So it's helped us become a more efficient business of the engagement we have in terms of delivering on time. TCS have done a couple of things which have been very helpful for us. Firstly, just making sure that our operational processes are run efficiently and daily work is completed daily. So we keep on top of all of the activities. But also helping us move quicker in terms of the changes that we make. And TCS have been very effective at helping us move into new channels such as e-mail and web chat, and we've been able to mobilize that and make that change very quickly. So in terms of quality deliverables, a number of things have happened. We've firstly transitioned a lot of work. Very effectively to TCS. So that's been a really good transition and that's always gone very smoothly. And there is a really robust QA process in place with those processes, which means that they're actively sampled and we know that we're in the high 99% quality measure, which is just what we need. TCS has helped us deliver on budget and that's primarily because of the efficiency of the processes that we have well controlled, efficiently delivered and those things coming together have helped us as a business reduce the cost. That we need to run our business and service our customers. And that's a really important thing if we want to deliver our business on budget. We constantly have to work on making our processes as efficient as we can. And the way we've done that is working with both TCS and our in house team to make sure that we really try to optimize the processes. And one thing that's been really impressive in terms of TCS and their involvement is that the work that they do to look at their own processes and come up with efficiency improvements and suggestions as to how we can improve our business. We've worked with TCS for five years now and during that time we've had a number of challenges. The first engagement was all about helping us prepare for a migration. What then happened is we've had a number of challenges and changes and TCS have always been ready to adapt and very agile in terms of their way of working with us to help us address those challenges. And I think it's a true sign of a partner where the first conversation you have when you have a problem is how do we fix it. And that's exactly the conversations we have with TCS. The good thing is we have a very transparent relationship with TCS. We have a very frank and open conversation around the commercials and TCS have often come to the table with proposals as to how they can operate in a more efficient way, saving us money. In terms of helping us gain leadership, TCS have been there and ready. And in fact, one of the things that's been really important is the speed at which we've been able to mobilize activities. And often TCS have preempted our plans and actually taken some risk in terms of preparing for a risk or a new challenge we have, which has meant that when we've made the decision, we've been able to move very quickly, helping us maintain the leadership that we want in this area. In terms of innovation, 2 areas come to mind. Firstly, it comes back to process improvement and efficiency. And we've had lots of ideas flow from the TCS team in helping us become more efficient, whether that's automating processes. So that's very important. And also in terms of the offers that we can make to our customers, web chats, a good example of that, so we moved to a 24 by 7 web chat service, which is largely supported by the team here at TCS. A good example of where TCS has enabled us to deliver a first for the industry is the implementation of 24 by 7 web chat. A fantastic channel and something that we're seeing our customers increasingly keen to use and we were able to do that and do that quickly with the help of TCS. We've had a big push in terms of the online services we provide to our customers and the main driver for that is customer demand. We want to make our online services whether that's our self-serve activities, people using e-mail or web chat, a channel of choice. We want to make the channel so good in the experience, so good that customers choose to use that Channel. So that's exactly what driven us to do. There and TCS have played a big role in helping us support both the e-mail and web chat channels.