. 80% employee cases were processed within timeframes. . Human resource development strategy was implemented. . Implementation of Master Systems Plan (knowledge and information management system). . Effective frontline services with 95% of call centre requests being processed as per service level standards - within 48 hours. . Optimized 55% of media sources. . There was a 95% website uptime, despite the 10% increase in traffic. . Unqualified audit report.