Information and Communications Technology Issues

Dáil Éireann Debate, Tuesday - 26 March 2013

Tuesday, 26 March 2013

Questions (165, 166, 167)

Seán Fleming

Question:

165. Deputy Sean Fleming asked the Taoiseach 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 numbers, 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 exceed the number of landlines; and if he will make a statement on the matter. [14632/13]

Seán Fleming

Question:

166. Deputy Sean Fleming asked the Taoiseach 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. [14633/13]

Seán Fleming

Question:

167. Deputy Sean Fleming asked the Taoiseach if his Department has given any consideration to the use of telephony switchboard services that are shared with other Department or other public bodies in order to reduce costs and increase call handling capacity; and if he will make a statement on the matter. [14634/13]

Written answers

The Taoiseach

I propose to take Questions Nos. 165 to 167, inclusive, together.

My Department operates one LoCall 1890 number at present. An upgrade of the telephone technology in my Department is currently underway as part of a shared service agreement with the Department of Agriculture, Food and the Marine. It is expected that the LoCall 1890 number will be changed to an 076 number when the upgrade is completed in due course.

Incoming calls to the National Economic and Social Development Office (NESDO), which is the only agency under the aegis of my Department, are dealt with by a “hunt group”, where calls are received by a small number of administrative staff who perform the service as part of their overall duties. I am satisfied that the arrangement provides an efficient service and that the use of an integrated voice response system would not give rise to any additional savings to the considerable savings already achieved by NESDO over the past 5 years.

The nature of telephone calls to my Department are diverse and broad ranging and it is considered that the business needs are such that there is a requirement for suitable on-site switchboard operator services to appropriately manage all calls and enquiries received. This situation will be kept under review and any opportunities for savings will be explored.