 Welcome to Immigration. This is Sierra speaking. How may I help? The European Service Centre is an exciting new initiative of the department. It's been up and running in multiple languages across several time zones, delivering extended hours of operation so that our clients can call us with any queries about visas, about citizenship, about going for a short time or a long time to Australia. We advise them about what visa they can apply for, whether it is for pleasure or for work for example, and what to do basically to come to Australia. The centre is open from 9-4. What that does for clients is gives them access to our services for far longer than they used to under our old model. During the day you can call us in a multitude of languages, be it English, French, German, Spanish and if that's your language of comfort we'll be able to deal with you in that language. I speak several languages. It's difficult to define how many because I'm coming from Southeast Europe and we speak Croatian, Bosnian, Serbian. I'm also conversational in Macedonian and Slovenian. These are all similar languages but different nowadays, so several languages. I do speak six languages but I use four here in the contact centre. That would be Italian, Spanish, German and English. We have a very flexible model of operation here whereby you can access us at the call centre in a number of ways. For example, if you're in Zagreb and you need to contact us and you prefer to speak to us in Croatian, you can call us on a local number. That call gets routed straight to the centre here where you'll be answered in Croatian by a highly skilled operator. It's a great initiative in providing cost savings because what it does, it centralises our work into one place. We used to be spread right across Europe in very small operations. Keeping staff skilled and up-to-date with information and able to deliver it in a timely and accurate manner was becoming more difficult. We've brought it in here. We now have 24 staff all in one place, highly skilled, well trained, delivering quality service to our clients. In terms of productivity, we're very excited about what we've managed to achieve in the first nine months. Our productivity already matches anything else that's delivered by the department and that's not forgetting we offer multiple languages across every business line. So it's a fairly complex business, so to be achieving such high targets so early is very, very promising for the future.