Departmental Services.

Dáil Éireann Debate, Tuesday - 10 November 2009

Tuesday, 10 November 2009

Questions (279)

Pat Breen

Question:

338 Deputy Pat Breen asked the Minister for Social and Family Affairs if her attention has been drawn to complaints from the public regarding difficulties in making telephone contact with her Department’s lo-call telephone numbers and the length of time it is taking to respond on these lines; if she will make extra resources available to have these lines manned in view of the increased number of people seeking support and assistance; and if she will make a statement on the matter. [40238/09]

Written answers

Minister for Social and Family Affairs (Deputy Mary Hanafin)

The Department receives approximately half-a-million telephone calls per month, across its network of Local Offices and Headquarter buildings. At certain times, due to peaks in the number of incoming calls, callers may encounter some difficulties in getting through to certain areas of the Department. A number of initiatives to minimise delays for callers have been introduced. These include a new telephony system and call management software as well as new organisational arrangements. These initiatives have resulted in a noticeable improvement in telephone response times and overall call management. A continued focus on improving the service for customers across the whole Department will be maintained.