76 annual report 2012 The number of cases concluded in 2012 was 4,297 as against 4,922 in 2011. Of the cases concluded, 686 (16.0 per cent) were substantively investigated, i.e. the Ombudsman generally concluded these cases with a statement, and 3,611 (84.0 per cent) were rejected for various reasons (see page 87 for further information). Number of cases concluded in the past ten years 5,000 4,000 4,853 4,094 4,283 3,964 3,951 4,188 4,164 2007 2008 4,922 4,415 4,297 3,000 2,000 1,000 0 2003 2004 2005 2006 2009 2010 2011 2012 Usually, a first reply is sent by the Ombudsman to the complainant within ten working days after receipt of the complaint, also in cases which are eventually rejected. 35.2 per cent of rejected complaint cases were concluded within ten calendar days. The average processing time for rejected complaint cases was 39.1 days in 2012. The average processing time for substantively investigated concrete cases (i.e. complaint cases and concrete cases opened on the Ombudsman’s own initiative, but not monitoring cases etc.) concluded within the report year was 6.0 months (181.9 days). For rejected concrete cases, the average case processing time was 40.3 days in 2012. The corresponding figures for 2011 were 33.7 days for rejected concrete cases and 162.7 days for substantively investigated concrete cases. The case processing times were generally longer in 2012 than in the preceding years, and fewer cases were concluded. This was connected, among other things, with the implementation of a new electronic case and document hand­ling system in 2012. The transition was relatively resource-intensive, and it took some time before all procedures were in place in the new system. The Ombudsman has established targets for the desired case processing times for complaint cases, partly for rejected cases and partly for substantively investigated cases. The target is that 90 per cent of rejected complaint cases should be concluded within two months. Of the complaint cases which are substantively