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Dáil Éireann debate -
Tuesday, 30 Jan 2001

Vol. 529 No. 1

Written Answers. - Departmental E-mail System.

Seán Haughey

Question:

880 Mr. Haughey asked the Minister for Social, Community and Family Affairs the e-mail address to which members of the public should send queries relating to his Department; if his Department routinely replies to e-mails sent by the public; the timescale for such responses; if e-mail inquiries addressed to officials in his Department are also processed within that timescale; and if he will make a statement on the matter. [1057/01]

Rory O'Hanlon

Question:

901 Dr. O'Hanlon asked the Minister for Social, Community and Family Affairs the number of hits recorded on his Department's web-site in 2000. [1582/01]

Richard Bruton

Question:

922 Mr. R. Bruton asked the Minister for Social, Community and Family Affairs the arrangements he has in place to respond to e-mail queries to the address posted on the Department's website; the number of e-mail queries received during the last quarter of 2000; the number of these which had not received any response from the Department by 19 January 2001; and if he will make a statement on the adequacy of the system for responding to such e-mail queries. [1961/01]

I propose to take Questions Nos. 880, 901 and 922 together.

My Department's website was launched in May 1996 and can be accessed at www.welfare.ie. The focus of the site is to provide up to date information directly to the public and in particular to groups and agencies, which provide information services to citizens. The information on the website includes details of schemes, entitlements, rates of payment, application forms, publications and locations for contacting the Department.

The number of hits on the site in 2000 was 2,411,000. The website also provides the public with e-mail access to my Department. The e-mail address is info@welfare.ie.

In recent weeks the level of e-mails received has risen and the Department is now receiving approximately 150 inquiries a week in this way, most of which are seeking information on the range of schemes operated by the Department. In the last quarter of 2000, 720 inquiries were received and all had received a response by 19 January 2001.

The Department makes every effort to respond to these inquiries as quickly as possible. Queries of a general nature are responded to immediately while queries of a more specific nature are referred to the relevant area within my Department for a response.

At the level of enquiries experienced to date it has in fact been possible to provide a response in the majority of cases within three days and every effort is made to clear the remaining enquiries speedily.

Where the query requires the use of personal information in reply, the customer is asked for a postal address as it is current policy not to give personal information over the Internet. The majority of the queries received in practice, can be processed quickly over this medium.

The departmental website is currently being redesigned and when the new version is launched it will be possible for customers to e-mail direct to the main scheme areas. In addition issues of security and individual authentication are being addressed under the umbrella of the REACH project and, when resolved, will increase the scope to use e-mail for transacting business with Departments.

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