Michael P. Kitt
Question:143 Mr. M. Kitt asked the Taoiseach the areas of his Department that use answering machines; the savings involved in each case; and if he will make a statement on the matter. [8742/98]
Written Answers. - Departmental Technology.
All calls to the main switchboard of my Department are answered by telephonists rather than by an electronic answering device, which we regard as more customerservice orientated. The telephonists will connect the caller to the requested extension. In the event that an officer is unavailable to take the call, the caller will be offered the option of leaving a message on the voicemail system or being transferred back to the operator for connection to another extension. It is Department policy to return calls promptly.
Voicemail and DDI (Direct-Dial-In) facilities were introduced in my Department in January of this year, replacing the small number of answering machines previously used. The voicemail facility will take caller's messages outside office hours or when an officer is unavailable to take calls. This is useful in giving 24-hour access to our customers. It is seen as a customer service facility rather than as a cost-saving device.
Emmet Stagg
Question:144 Mr. Stagg asked the Taoiseach if his Department has a free telephone number, 1890, for the convenience of the public; and, if so, the action, if any, taken to bring this service to public notice. [8718/98]
My Department does not have a free telephone number. The 1890 number to which the Deputy refers relates to Lo-call access, through which my Department can be contacted at 1890-227 227 from any part of the country for the price of a local call. In addition, the Government Information Service (based at my Department) can be reached at Lo-call number 1890-422 622.
I announced the provision of Lo-call access to my Department at the launch of Delivering a Quality Service, the Department's first Customer Service Action Plan on 12 November 1997. Both of the above numbers have been operational since that date and were brought to public notice via advertisements in the national daily and Sunday newspapers. The Department of Finance issued a general press release in November 1997 announcing the commencement of the Lo-call service in respect of a number of Government Departments and Offices including my own Department.
My Department's Lo-call number is listed in Telecom Éireann's 1998-99 telephone directories, as well as inDelivering a Quality Service, which is available free of charge to members of the public. The number also appears in my Department's Freedom of Information manual, which I will be launching later today, and will appear in my Department's new Strategy Statement which will be published shortly. In addition, the Lo-call number will be included alongside our main departmental telephone and fax numbers in all appropriate publications in the future.