Dáil Éireann Debate, Tuesday - 30 May 2023
480. Deputy Brendan Howlin asked the Minister for Social Protection if she is satisfied with the operation of her Department's central call centre when clients are seeking to make contact with individual social welfare offices; if she has reviewed the operation of this centre to ensure that all clients are speedily responded to; and if she will make a statement on the matter. [26366/23]
View answerThe National Intreo Contact Centre (NICC) in my Department provides central call handling for services delivered by all Intreo Offices and includes calls to the Community Welfare Service Helpline.
The NICC has approximately 80 staff assigned to it who provide information, query resolution and guidance to our customers with regards to the many schemes and processes within the Department. It does its utmost to provide a positive customer experience and outcome.
On a weekly basis the NICC receives 17,500 calls and currently has a high resolution rate for callers at their first point of contact. NICC agents resolve the query at this first contact where possible but, if necessary, will refer the query for further action to the relevant Intreo Centre or Community Welfare Service (CWS). All Intreo & CWS staff are committed to prioritising these follow-up requests.
The provision of an in-person service at Intreo Centres continues to be available for all our customers and remains an important part of service delivery.
The performance and outputs of the NICC are internally reviewed daily by NICC management and by senior management in my Department on a weekly basis with a view to continually improving the service to customers.
I trust this clarifies matters for the Deputy.
