a) Programme 1: Administration The purpose of this programme was to conduct management of the Department and provide centralised support services. Within this programme, and for the 2011/12 financial year, the Department reported the following: . 133 appointments were made and 843 posts were filled. Staff turnover had been reduced from 12% to 7.6%. . The call centre continued to provide meaningful services to citizens by responding to 95% of the Presidential Hotline queries. . 27 posts for regional offices were created and a pilot project started in KwaZulu-Natal and the Eastern Cape. . Challenges of the programme included; inadequate Information Communication Technology (ICT) services, no risk management capacity and inadequate facilities for call centre operators.