3.23 As at March 1999, BT's performance was in line with the required service delivery standards apart from in one or two minor areas. For example BT were failing to answer calls to their help desk as quickly as the contract requires and were also taking longer than agreed to implement service orders placed by the Department. BT were aware of these problems and have taken steps to improve their performance. By November 1999 BT had only had to pay service credits of some £21,300.