. >> shavon o'conner will go over our customer service metrics for open enrollment. >> how are you? >> i'm very good, thank you. how are you? >> just fine. health services system and we have slides. i can't see them but i wrote a script. first i want to say i'm honored to be in service employees and retirees in the city of county of san francisco. it's a privilege to ensure they have benefits, this service orientation is the north star by which member services does everything. to that point, open enrollment 2017 for a plan year 2018 was exceptional in every regard. most notably as you can see we took 14% more calls, and then in 2016, we provided 13% more third floor in-person consultations and 22% more off site consultations and mostly at the largest benefit fares you will see in a later slide. we provided 19.5 more first- floor in-person consultations and we received and processed 24% more applications than last year which was the largest year in the history of h.s.s. we did 24% more this year. we also had roughly 10% fewer staff hours and this year instead of having 20 days of act