Dáil Éireann Debate, Wednesday - 30 April 2014
240. Deputy Jerry Buttimer asked the Minister for Public Expenditure and Reform if there has been any analysis undertaken on the time it takes Civil Service employees to speak to a person in PeoplePoint or on the costs incurred by having such employees put on hold while trying to speak to a person in PeoplePoint; and if he will make a statement on the matter. [19608/14]
View answerPeoplePoint is committed to developing a culture of continuous improvement which seeks to enhance all aspects of its operational performance over time. While monitoring takes place on a daily basis of how long it takes for individual calls to be answered, no mechanism is currently in place to provide the specific information set out in the Deputy's question. Information on a number of key measures of customer service and customer satisfaction is, however, collected and analysed on an ongoing basis to seek to ensure that a good standard of service is provided by PeoplePoint. This information will provide the basis for the finalisation of key performance indicators for the organisation. It is a priority for management and staff in PeoplePoint to deal effectively and efficiently with all telephone queries received by the organisation. These calls by their nature relate to HR and pension issues which are of concern to the caller and the Deputy will appreciate that in those circumstances it is important that sufficient time is allocated by the HR adviser in PeoplePoint to ensuring that each call is properly dealt with, consistent with the maintenance of PeoplePoint's operational effectiveness overall. In addition there have been particular periods where reflecting specific circumstances the volumes of calls into PeoplePoint has created longer waiting time for telephone callers. PeoplePoint management is continuing to work with my Department to address this issue in the future.
