Operational Update 1

Telephone Service Line No of calls Service Availability (target 95% availability) Call answering (target 90% within 30 seconds) November 26,157 100% 92% October 28,894 99.33% 91% September 28,050

(Target 97% availability during core hours) IAD Service Line Number of Accounts Availability (Target 97% availability during core hours) November 20,500 99.58% October 20,000 99.16% September 19,500 100%

Email Report Service Line No. of email reports Performance (2 and 5 business days) November 96 100% October 119 September 79 99%

Reports sent in the month Portfolio Reports Reports sent in the month Performance standard November 110 October September

Number of AQ Enquiries processed Performance (Target process by end of second Business Day) November 18,288 100% October 17,959 September 1,072

IAD Account Transaction Volumes Accounts Created (normal process) Bulk Password Resets Number Within 10 days Number Requested Completed within Month November’09 537 100% October’09 678 September’09 729 282 August’09 703 115 July’09 669 84 June’09 727 78 May’09 621 192 April’09 730 March’09 1009 99.8% 258 February’09 1200 82% 134 187 January’09 426 49% 53 December’08 177 72% 82

IAD Account – Deletion volumes Accounts Deleted (normal process) Number Within 10 days Comments November 93 100% October 114 September 64