Wednesday, March 12, 2025

Where is there a policeman when you need one?



The current focus on online safety is important, but let's not forget the very real concerns about safety on the streets of Dumfries and Galloway. Local residents, particularly vulnerable individuals like pensioners, are increasingly fearful of venturing out, especially after dark. Reports in local papers detail a rise in incidents of violence, theft, and intimidating behaviour, fueling this anxiety.

One specific concern is the prevalence of hooded figures on electric scooters and cycles speeding along pavements and paths at night, creating a sense of unease. In Dumfries itself, groups of men congregating and "sculcing" (lurking/loitering) contribute to a feeling of intimidation. While it's impossible to know the intentions of every individual, the cumulative effect of these experiences leaves many, especially older residents, feeling vulnerable and stressed.

The simple presence of police officers on foot patrol, or even the occasional police vehicle driving by, would be a significant deterrent and a reassuring sight for those who feel threatened. This increased visibility would not only potentially prevent crime but, crucially, alleviate the fear and stress currently preventing many from enjoying their community. As it stands, many residents feel forced to avoid certain areas, particularly at night, effectively limiting their freedom and negatively impacting their quality of life. A greater police presence on our streets is a vital step in restoring confidence and ensuring the safety and well-being of all members of the community.

Gemba Walk


Gemba Walk is a Lean Management practice that has gained momentum in recent years. It is a process where managers and teams go to the actual workplace, observe the working conditions, and engage with the front-line staff to identify areas for improvement. This approach enables managers to understand the complexities faced by the front-line workers and provides insight into the operational issues that need to be addressed.


Dumfries and Galloway council can benefit significantly from Gemba Walks. As a local authority, the council is responsible for providing several essential services like housing, education, transport, and social care. By adopting the Gemba Walk method, the council can address the issues faced by the front-line staff and improve service delivery to the residents.


The following are some of the ways Gemba Walks could benefit Dumfries and Galloway council:


1. Improved Quality of Service Delivery


Gemba Walks provide a unique opportunity for managers to witness first-hand the operations and workflows of the front-line staff. By engaging with the staff and understanding their issues, council managers can identify the bottlenecks in service delivery and find ways to improve the quality of services provided.


2. Better Communication and Collaboration


Gemba Walks provide a platform for council managers to communicate and engage with the front-line staff more effectively. This approach fosters collaboration, enabling everyone to work towards common goals. It also enhances communication between the council and its staff, which can boost morale and increase staff retention rates.


3. Enhanced Operational Efficiency


By observing the actual workflows, council managers can identify operational inefficiencies, and recommend better ways of doing things. Gemba Walks provide an opportunity to assess processes and systems accurately and efficiently, leading to improved productivity, reduced waste, and financial savings.


4. Improved Health and Safety


Gemba Walks can identify potential hazards on the council's premises, enabling council managers to take proactive measures to ensure the health and safety of both employees and residents. Managers can observe whether staff members are keeping to health and safety guidelines, identify potential risks and hazards and reduce the risk of accidents.


The Gemba Walk tool is a powerful way that can benefit Dumfries and Galloway. Its emphasis on collaboration, communication, and continuous improvement, the council can identify areas of improvement, improve delivery of services, and create a safer, healthier, and efficient work environment. By embracing this lean methodology, the council can drive positive change and realize a better quality of service to its residents.


Benchmarking is an essential tool for organizations that seek to improve their performance by comparing their processes, practices, and outcomes to those of other organizations or industry standards. Benchmarking helps organizations identify best practices, enhance processes, and increase efficiency. For Dumfries and Galloway Council, benchmarking can help them identify gaps in performance and improve the quality of services delivered to residents.


One of the simplest ways to benchmark performance within the council is by using Key Performance Indicators (KPIs). KPIs are a set of measures that an organization can use to evaluate its performance against specific objectives or goals. KPIs help organizations focus on their most critical success factors and provide a clear, quantifiable framework for assessing performance.


KPIs


Here are some KPIs that Dumfries and Galloway Council could implement to benchmark their performance:


1. Service Delivery Time


Service Delivery Time is a crucial performance metric that measures the time it takes for the council to deliver critical services. The KPI tracks the average time to process applications for planning, housing, and benefits. This metric helps the council evaluate its performance in delivering timely services to residents.

Benchmarking is an essential tool for organizations that seek to improve their performance by comparing their processes, practices, and outcomes to those of other organizations or industry standards. Benchmarking helps organizations identify best practices, enhance processes, and increase efficiency. For Dumfries and Galloway Council, benchmarking can help them identify gaps in performance and improve the quality of services delivered to residents.


One of the simplest ways to benchmark performance within the council is by using Key Performance Indicators (KPIs). KPIs are a set of measures that an organization can use to evaluate its performance against specific objectives or goals. KPIs help organizations focus on their most critical success factors and provide a clear, quantifiable framework for assessing performance.


Here are some KPIs that Dumfries and Galloway Council could implement to benchmark their performance:


1. Service Delivery Time


Service Delivery Time is a crucial performance metric that measures the time it takes for the council to deliver critical services. The KPI tracks the average time to process applications for planning, housing, and benefits. This metric helps the council evaluate its performance in delivering timely services to residents.


2. Customer Satisfaction


Customer Satisfaction is a KPI that measures resident satisfaction with the services provided by the council. The KPI tracks the overall satisfaction level of residents with council services, health and social care, and education. This KPI helps the council evaluate its customer service and identify areas of improvement.


3. Financial Efficiency


Financial Efficiency measures the financial performance of the council by monitoring the costs associated with delivering services. This metric measures the effectiveness of the council in managing financial resources and helps identify areas where spending can be reduced or streamlined.


4. Employee Productivity


Employee Productivity is a metric that measures the productivity of the council's workforce. This KPI tracks factors like staff absenteeism, turnover, and their overall contribution to the council's objectives. This metric helps the council identify ways to improve staff engagement and productivity.


In conclusion, benchmarking using KPIs provides Dumfries and Galloway council with a simple and effective way to assess its performance. KPIs provide an objective framework for evaluating performance, informing decision-making, and identifying opportunities for improvement. By embracing KPIs, the council can build a culture of continuous improvement, boosting its performance and delivering better services to residents.


2. Customer Satisfaction


Customer Satisfaction is a KPI that measures resident satisfaction with the services provided by the council. The KPI tracks the overall satisfaction level of residents with council services, health and social care, and education. This KPI helps the council evaluate its customer service and identify areas of improvement.


3. Financial Efficiency


Financial Efficiency measures the financial performance of the council by monitoring the costs associated with delivering services. This metric measures the effectiveness of the council in managing financial resources and helps identify areas where spending can be reduced or streamlined.


4. Employee Productivity


Employee Productivity is a metric that measures the productivity of the council's workforce. This KPI tracks factors like staff absenteeism, turnover, and their overall contribution to the council's objectives. This metric helps the council identify ways to improve staff engagement and productivity.


In conclusion, benchmarking using KPIs provides Dumfries and Galloway council with a simple and effective way to assess its performance. KPIs provide an objective framework for evaluating performance, informing decision-making, and identifying opportunities for improvement. By embracing KPIs, the council can build a culture of continuous improvement, boosting its performance and delivering better services to residents.

Gemba Walk is a Lean Management practice that has gained momentum in recent years. It is a process where managers and teams go to the actual workplace, observe the working conditions, and engage with the front-line staff to identify areas for improvement. This approach enables managers to understand the complexities faced by the front-line workers and provides insight into the operational issues that need to be addressed.


Dumfries and Galloway council can benefit significantly from Gemba Walks. As a local authority, the council is responsible for providing several essential services like housing, education, transport, and social care. By adopting the Gemba Walk method, the council can address the issues faced by the front-line staff and improve service delivery to the residents.


The following are some of the ways Gemba Walks could benefit Dumfries and Galloway council:


1. Improved Quality of Service Delivery


Gemba Walks provide a unique opportunity for managers to witness first-hand the operations and workflows of the front-line staff. By engaging with the staff and understanding their issues, council managers can identify the bottlenecks in service delivery and find ways to improve the quality of services provided.


2. Better Communication and Collaboration


Gemba Walks provide a platform for council managers to communicate and engage with the front-line staff more effectively. This approach fosters collaboration, enabling everyone to work towards common goals. It also enhances communication between the council and its staff, which can boost morale and increase staff retention rates.


3. Enhanced Operational Efficiency


By observing the actual workflows, council managers can identify operational inefficiencies, and recommend better ways of doing things. Gemba Walks provide an opportunity to assess processes and systems accurately and efficiently, leading to improved productivity, reduced waste, and financial savings.


4. Improved Health and Safety


Gemba Walks can identify potential hazards on the council's premises, enabling council managers to take proactive measures to ensure the health and safety of both employees and residents. Managers can observe whether staff members are keeping to health and safety guidelines, identify potential risks and hazards and reduce the risk of accidents.


The Gemba Walk tool is a powerful way that can benefit Dumfries and Galloway. Its emphasis on collaboration, communication, and continuous improvement, the council can identify areas of improvement, improve delivery of services, and create a safer, healthier, and efficient work environment. By embracing this lean methodology, the council can drive positive change and realize a better quality of service to its residents.


Benchmarking is an essential tool for organizations that seek to improve their performance by comparing their processes, practices, and outcomes to those of other organizations or industry standards. Benchmarking helps organizations identify best practices, enhance processes, and increase efficiency. For Dumfries and Galloway Council, benchmarking can help them identify gaps in performance and improve the quality of services delivered to residents.


One of the simplest ways to benchmark performance within the council is by using Key Performance Indicators (KPIs). KPIs are a set of measures that an organization can use to evaluate its performance against specific objectives or goals. KPIs help organizations focus on their most critical success factors and provide a clear, quantifiable framework for assessing performance.


KPIs


Here are some KPIs that Dumfries and Galloway Council could implement to benchmark their performance:


1. Service Delivery Time


Service Delivery Time is a crucial performance metric that measures the time it takes for the council to deliver critical services. The KPI tracks the average time to process applications for planning, housing, and benefits. This metric helps the council evaluate its performance in delivering timely services to residents.

Benchmarking is an essential tool for organizations that seek to improve their performance by comparing their processes, practices, and outcomes to those of other organizations or industry standards. Benchmarking helps organizations identify best practices, enhance processes, and increase efficiency. For Dumfries and Galloway Council, benchmarking can help them identify gaps in performance and improve the quality of services delivered to residents.


One of the simplest ways to benchmark performance within the council is by using Key Performance Indicators (KPIs). KPIs are a set of measures that an organization can use to evaluate its performance against specific objectives or goals. KPIs help organizations focus on their most critical success factors and provide a clear, quantifiable framework for assessing performance.


Here are some KPIs that Dumfries and Galloway Council could implement to benchmark their performance:


1. Service Delivery Time


Service Delivery Time is a crucial performance metric that measures the time it takes for the council to deliver critical services. The KPI tracks the average time to process applications for planning, housing, and benefits. This metric helps the council evaluate its performance in delivering timely services to residents.


2. Customer Satisfaction


Customer Satisfaction is a KPI that measures resident satisfaction with the services provided by the council. The KPI tracks the overall satisfaction level of residents with council services, health and social care, and education. This KPI helps the council evaluate its customer service and identify areas of improvement.


3. Financial Efficiency


Financial Efficiency measures the financial performance of the council by monitoring the costs associated with delivering services. This metric measures the effectiveness of the council in managing financial resources and helps identify areas where spending can be reduced or streamlined.


4. Employee Productivity


Employee Productivity is a metric that measures the productivity of the council's workforce. This KPI tracks factors like staff absenteeism, turnover, and their overall contribution to the council's objectives. This metric helps the council identify ways to improve staff engagement and productivity.


In conclusion, benchmarking using KPIs provides Dumfries and Galloway council with a simple and effective way to assess its performance. KPIs provide an objective framework for evaluating performance, informing decision-making, and identifying opportunities for improvement. By embracing KPIs, the council can build a culture of continuous improvement, boosting its performance and delivering better services to residents.


2. Customer Satisfaction


Customer Satisfaction is a KPI that measures resident satisfaction with the services provided by the council. The KPI tracks the overall satisfaction level of residents with council services, health and social care, and education. This KPI helps the council evaluate its customer service and identify areas of improvement.


3. Financial Efficiency


Financial Efficiency measures the financial performance of the council by monitoring the costs associated with delivering services. This metric measures the effectiveness of the council in managing financial resources and helps identify areas where spending can be reduced or streamlined.


4. Employee Productivity


Employee Productivity is a metric that measures the productivity of the council's workforce. This KPI tracks factors like staff absenteeism, turnover, and their overall contribution to the council's objectives. This metric helps the council identify ways to improve staff engagement and productivity.


In conclusion, benchmarking using KPIs provides Dumfries and Galloway council with a simple and effective way to assess its performance. KPIs provide an objective framework for evaluating performance, informing decision-making, and identifying opportunities for improvement. By embracing KPIs, the council can build a culture of continuous improvement, boosting its performance and delivering better services to residents.

Dumfries Fool

A Fairy story with real people in it!

A work of complete fiction founded on a Dumfries and Galloway Council called for the area to become an AI research Hub.

At first I pointed out the pitfalls in this proposal but I have given it the greatest of spins to develop a vision of what might be.

My inspiration came from a 1934 article in the Caterer Magazine by the young GM of the Grosvenor House Hotel - A K Jones who predicted online bookings and helicopter pads amongst a host of ground breaking ideas - most of which have been developed but at that time were dismissed.


A Day with Hope Jones: Tour Guide to Scotland's AI Paradise


"Good morning, distinguished guests! I'm Hope Jones, your guide to the wonders of Dumfries and Galloway. While I may appear remarkably human, I am in fact one of the region's most advanced AI companions—a product of the very innovation hub you'll be experiencing today."


The travel editors exchanged impressed glances as Hope Jones smiled warmly. His appearance was flawless—tailored tweed jacket with subtle smart-fabric displays showing changing landscapes of the region, eyes that sparkled with programmed enthusiasm yet somehow conveyed genuine warmth.


Victoria Thorne from The Times adjusted her AR spectacles with scholarly interest. Beside her, Marcus Webb from The Guardian was already recording notes on his neural interface while Harry Fletcher from The Express scrutinised Hope with healthy scepticism. Darren Smith from The Sun grinned broadly, always looking for the headline angle, while Eleanor Harrington from The Field Magazine studied Hope's traditional attire with approval. Completing the group, Sarah Collins from Country Living was already capturing imagery of the harmonious blend of technology and countryside tradition.


"Your publications reach millions who seek authentic experiences in extraordinary places," Hope continued, gesturing toward the luxury autonomous shuttle waiting outside the Dumfries AI Research Campus. "Today, I'll show you how our region has harmonised cutting-edge technology with our cherished heritage."


---


The first stop was Kirkcudbright, where the morning light caught the AR installations integrating with historic architecture. As the journalists disembarked, Hope activated a holographic overlay that transformed the street before them, showing the town's evolution from traditional artists' colony to CreaTech powerhouse.


"Kirkcudbright has always been Scotland's Artists' Town," Hope explained, leading them into a studio where a young woman was creating a digital sculpture using only eye movements and neural interfaces. "What you're witnessing is our 'Digital Apprenticeship' programme. Hannah here grew up in a fishing family—her grandfather's boat is still in the harbour—but she's pioneering techniques that allow our maritime heritage to be experienced worldwide."


Hannah smiled and gestured, causing her creation—a dynamic scene of traditional fishing boats navigating through digital seas—to materialise in the centre of the room.


"Last year, the CreaTech Collective exported experiences worth £15 million," Hope added. "Many created by families who have lived here for generations but who now reach global audiences."


Marcus from The Guardian was particularly impressed. "The democratisation of art through technology," he murmured, making additional notes.


---


By midday, the shuttle arrived at Castle Douglas, where the Food Town had evolved into a gastronomic laboratory. Hope led the group through smart greenhouses where AI-monitored heirloom Scottish varieties grew alongside experimental crops.


"Our traditional farmers were initially sceptical," Hope acknowledged as they watched autonomous harvesting systems gently collecting produce. "But the 'AI Agriculture Inclusion Initiative' helped them integrate just enough technology to remain competitive while preserving practices dating back centuries."


At lunch, served in a converted barn, each dish came with a holographic display showing its journey from field to plate. The head chef, a ruddy-faced man with calloused hands, explained how predictive algorithms had saved his family farm.


"I still get up at dawn like my father did," he said proudly, "but now I know exactly what my restaurant customers will want next week. We've reduced waste by 87% and increased profit by 42%."


Darren from The Sun was already framing his headline: "AI SAVES BACON: SMART FARMS BRING HOME THE DIGITAL POUND." Meanwhile, Sarah from Country Living was deeply engaged with the chef about preserving culinary traditions.


"The technology is impressive," remarked Eleanor from The Field, sampling the local lamb, "but this still tastes like it comes from Scottish hills—that can't be programmed."


"Precisely the point," Hope responded with a knowing smile.


---


The afternoon took an unexpected but delightful turn as the shuttle diverted to Dumfries House, where centuries of Scottish heritage met cutting-edge preservation technology. The estate, saved through royal intervention years earlier, had become a showcase for how AI could serve as guardian of historical treasures.


"Our adaptive conservation system monitors everything from humidity to microscopic structural changes," Hope explained as they toured the Adam-designed interiors. "It's allowed us to preserve pieces that would have been lost to time, while making them more accessible than ever."


Victoria from The Times was visibly moved by a demonstration where the original furnishings seemed to tell their own stories through subtle mixed-reality displays—revealing their craftsmanship, origins, and historical significance without disturbing their authenticity.


"We've digitally mapped every millimetre of the house," Hope continued, "creating a perfect digital twin that allows conservators to simulate interventions before touching the actual structure. It's reduced restoration costs by 63% while improving outcomes."


Harry from The Express, normally sceptical, found himself nodding with approval. "Protecting British heritage—that's something readers can get behind."


---


Later, they arrived at Newton Stewart, where the group hiked through Galloway Forest Park guided by environmentally-integrated technology. Sensors disguised as stones and bark monitored the ecosystem while providing educational data to visitors through unobtrusive AR glasses.


"Our forestry industry now operates in complete harmony with conservation," Hope explained, pointing out a logging operation so precise and sustainable that the surrounding wildlife remained undisturbed. "AI optimisation means we harvest 22% less timber but generate 40% more revenue through precision milling and reduced waste."


A wildlife biologist joined their walk, demonstrating how population monitoring had helped endangered species recover. "The same algorithms that power our tourism recommendations also predict animal movement patterns. We've increased biodiversity by 34% while welcoming more visitors than ever."


Eleanor from The Field was in her element, already planning a comprehensive feature on "The Future Forest: Where Technology Safeguards Nature."


---


As evening approached, the shuttle arrived at Stranraer's transformed harbour. What was once a struggling port had become a hive of maritime innovation. Fishing vessels equipped with AI navigation systems returned with precisely targeted catches, while autonomous underwater drones monitored fish stocks to prevent overharvesting.


"One of our greatest achievements," Hope said as they watched a traditional fishing boat dock alongside a state-of-the-art research vessel, "has been ensuring that technological advancement lifted all communities. The average income in our coastal towns has increased 27% in five years, with traditional industries still accounting for 40% of employment—but now these are sustainable, high-skill positions."


The harbour's retired fishermen's association had transformed into a knowledge centre where elders' expertise was digitally preserved and integrated into training programmes. Their stories and techniques—once at risk of being lost—now informed the algorithms that guided the new generation.


Harry from The Express found himself engrossed in conversation with a third-generation fisherman who spoke passionately about how technology had saved his family business. "People think AI means robots taking jobs," the fisherman said, "but for us, it meant keeping our boats and our way of life."


---


The day concluded back in Dumfries, at a dinner attended by students from the AI Research Campus. Many were locals who would once have left the region for opportunities elsewhere.


"Before I give my final statistics," Hope announced as dessert was served, "I should mention that while I am indeed an advanced AI, I was conceptualised and partially programmed by students from our regional schools. My knowledge of local folklore, the specific way I pronounce our town names, even my appreciation for our landscape—these were all carefully crafted by people who call this place home."


A young programmer stood up. "Hope represents thousands of hours of community input. We wanted visitors to experience our hospitality even in digital form."


As the evening wound down, Marcus from The Guardian asked the question they'd all been considering: "With all this technology, hasn't something of the authentic Scotland been lost?"


Hope's response was to dim the lights and activate a full sensory presentation—the smell of peat and heather, the sound of traditional music, the feeling of wind from the hills.


"We haven't replaced our soul with silicon," he said softly. "We've simply found new ways to share it with the world. The Scotland you feel right now is the same one that has existed for centuries—we've just ensured it will exist for centuries more."


As if to prove his point, a group of local musicians entered, playing traditional instruments alongside subtle electronic accompaniments. The old melodies remained unmistakable, yet somehow richer, bridging generations and technologies in perfect harmony.


Hope Jones stood back, mission accomplished, as the journalists raised their glasses to Scotland's most innovative region—where the future had arrived without erasing the past.


Later, as the journalists departed, their perspectives were as varied as their publications:


Victoria from The Times was preparing a thoughtful analysis of how rural economies might be revitalised through targeted technological investment.


Marcus from The Guardian was focused on the democratic access to both technology and heritage that the region had pioneered.


Harry from The Express was drafting a piece on "BRITISH INGENUITY" and how traditional values remained strong despite technological change.


Darren from The Sun had found his hook in a local AI developer who had returned home after working in Silicon Valley, declaring Scottish innovation "BEST IN THE WORLD."


Eleanor from The Field was planning a special issue on the harmonious relationship between technology and countryside stewardship.


And Sarah from Country Living was already discussing a follow-up visit to profile the families whose rural lifestyles had been enhanced rather than erased by the region's transformation.


Six different perspectives—but on one point they all agreed: Dumfries and Galloway had written a new chapter in the story of progress, one where the future embraced the past rather than replacing it.


Enhancing STEM Education & Career Prospects

As the tour continued, Hope Jones guided the journalists to a modern yet unassuming building in the heart of Dumfries—a regional STEM Learning Hub designed to inspire the next generation of innovators.

"This facility didn't exist a decade ago," Hope explained as they entered a sleek, light-filled atrium buzzing with young students engaged in hands-on AI, robotics, and environmental science projects. "Now, it's a cornerstone of our education system, bridging the gap between rural schooling and global tech opportunities."

A teacher approached with a proud smile, introducing two students—Amina, a secondary schooler who had just won a national coding competition, and Jamie, a young apprentice who was developing AI models to optimise local farming yields.

"The integration of AI into our curriculum has transformed student attainment in Maths and Science," the teacher said. "We’ve seen a 37% increase in Higher-level Maths results and a 45% improvement in Science-based qualifications over the last five years. Students no longer see these subjects as abstract—they’re directly linked to opportunities in their own communities."

Marcus from The Guardian was particularly interested. "So AI education isn't just creating new jobs but improving foundational skills?"

"Exactly," Hope affirmed. "For example, predictive AI tools help students with English composition, offering real-time feedback and personalised learning pathways. Reading comprehension scores have improved by 29% due to AI-assisted literacy programmes. And by integrating real-world applications—like sustainable energy modelling or digital apprenticeships—our students are outperforming national averages."

Eleanor from The Field leaned in. "And this translates into job opportunities here, rather than young people moving away?"

"That's been our greatest success," Hope said. "STEM graduates from Dumfries and Galloway are now leading innovations in Scotland’s AI, AgriTech, and CreativeTech industries. Many who once left for Edinburgh, London, or Silicon Valley have returned to build companies, teach, and mentor the next generation."


Economic and Employment Impact

Later, at the Dumfries AI Research Campus, the journalists met a group of young professionals—engineers, designers, and entrepreneurs who had launched businesses after participating in regional STEM initiatives. One former student, now CEO of a growing AI start-up, shared his story.

"I was never top of my class in school," he admitted. "But the AI-enhanced STEM programme helped me understand Maths in a way that made sense to me. Now, my company employs 30 people, and we're working on AI solutions that help farmers predict climate impacts more accurately."

Victoria from The Times took note. "So investing in STEM education here isn’t just about academic success—it’s directly feeding into regional economic growth?"

"Absolutely," Hope confirmed. "Over the past decade, AI-powered industries have contributed £300 million to the local economy, with 6,000 new high-skill jobs created—roles in AI development, ethical computing, AgriTech, and conservation sciences. These opportunities didn’t exist for previous generations."

Harry from The Express, ever sceptical, asked, "But what about those who aren’t interested in tech? Not everyone wants to be a programmer."

Hope smiled. "That’s the beauty of our approach. AI and STEM education aren’t just about coding. Whether you're an artisan, a farmer, a historian, or a musician, digital skills now enhance every industry. We’re proving that technology isn’t a replacement for tradition—it’s an enabler of sustainability and creativity."

As the journalists absorbed this, Darren from The Sun was already crafting his next headline:
"SCOTLAND'S NEXT GENERATION: AI JOB BOOM STARTED IN THE CLASSROOM!"