Dáil Éireann Debate, Thursday - 21 March 2013
156. Deputy Sean Fleming asked the Minister for Communications, Energy and Natural Resources 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. [14496/13]
Amharc ar fhreagra157. Deputy Sean Fleming asked the Minister for Communications, Energy and Natural Resources if his Department has given any consideration to the use of telephony switchboard services that are shared with another Govlernment 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. [14511/13]
Amharc ar fhreagraI propose to take Questions Nos. 156 and 157 together.
The telephony/switchboard service in my Department is currently under contract with the National Council for the Blind of Ireland (NCBI). I understand that NCBI provides services to other public bodies in this regard.
The contract provides valuable employment for two people with a registered disability as well as an excellent training platform for relief vision-impaired telephonists who cover from time to time as part of the contractual terms. The contract, the cost of which has already been reduced by agreement with NCBI, also provides a good degree of flexibility to meet the needs of the Department.
As with other contractual arrangements the current contract will be reviewed as part of normal procurement scheduling and the issues raised by the Deputy will as a matter of course be considered in conjunction with all relevant factors such as efficiency and value for money.
As regards the Departments telephone system, innovations such as individual message box and VOIP have been introduced within the technical limits of the existing system. Technical innovations are also considered as key from the customer service viewpoint. The objective is to save time and costs for both callers and staff.
The development of phone systems in Agencies under the Department’s remit is a day to day operational matter for the agencies themselves.
