Information and Communications Technology Issues

Dáil Éireann Debate, Thursday - 21 March 2013

Thursday, 21 March 2013

Questions (63, 64, 65)

Sean Fleming

Question:

63. Deputy Sean Fleming asked the Tánaiste and Minister for Foreign Affairs and Trade the progress made within his Department on phasing out the use of LoCall 1890 numbers that can be extremely expensive when dialled from mobile phones and introducing 076 number, which are generally included in tariff bundles provided by most mobile network operators and are charged at the same rate as national calls, in view of the fact that the number of mobile phones exceeds the number of landlines; and if he will make a statement on the matter. [14485/13]

Sean Fleming

Question:

64. Deputy Sean Fleming asked the Tánaiste and Minister for Foreign Affairs and Trade if he has considered the use of, or implemented, integrated voice response systems in his Department's phone systems or in the phone systems of agencies within his remit; if the staff and salary cost savings which might arise have been assessed; and if he will make a statement on the matter. [14501/13]

Sean Fleming

Question:

65. Deputy Sean Fleming asked the Tánaiste and Minister for Foreign Affairs and Trade if his Department has given any consideration to the use of telephony switchboard services that are shared with another Government Department or another public body in order to reduce costs and increase call handling capacity; and if he will make a statement on the matter. [14515/13]

Written answers

Tánaiste and Minister for Foreign Affairs and Trade

I propose to take Questions Nos. 63 to 65, inclusive, together.

Aware of the potential cost to customers, my Department has removed LoCall numbers from websites and new printed documentation as part of an overall policy to phase out this service; this policy is in place since early 2012. My Department has considered integrated voice response but does not consider it appropriate for its particular needs. Customer service lines include menu-based options from which customers can choose the most appropriate option. There are no agencies within the remit of my Department. A review of telephony switchboard services will take place during 2013 and will explore the issues raised by the Deputy. However, this review will need to take account of the diverse nature of telephone calls to my Department from both home and abroad, and the associated requirements for suitable on-site switchboard services to effectively manage these queries.