Dáil Éireann Debate, Tuesday - 21 June 2022
307. Deputy Jennifer Whitmore asked the Minister for Foreign Affairs the reason that from 13 July 2022, no communication channels were open with the Passport Office, including the helpline for Deputies, a direct phone line, webchat or email; and if he will make a statement on the matter. [31924/22]
Amharc ar fhreagraThe Passport Service Customer Service Hub is available to respond to customer queries by phone and webchat. The Customer Service Hub has handled over 123,000 queries to date this year and is currently handling an average of 1,200 queries per day. During times of peak demand, there can be delays in getting through to a service agent due to the high volumes of enquiries. The Passport Service webchat at www.dfa.ie/passports is also operational and customers should refresh the page if the icon is grey. A webchat operator is available when the icon is green.
Staff on the Oireachtas Urgent Query Service team continue to work productively under increasing pressure. They are dealing with record numbers of calls and queries every week and have handled over 17,500 queries from Members since the beginning of this year.
On Monday, 13 June, phones and webchats were fully operational in both the Customer Service Hub and on the Oireachtas Urgent Query Service line. The Customer Service Hub handled 800 calls and 400 webchats. The Oireachtas line team handled 430 queries over the course of 150 calls.
The Customer Service Hub is the priority for allocation of new staff from the recent Temporary Clerical Officer competition completed by the Passport Service. Since the week of 23 May, 35 new officers have been assigned to the Customer Service Hub. My Department has been working with the HSE to provide opportunities to contract tracing staff to transfer to the Passport Service. As of Monday, 20 June, these staff have begun to be assigned to the Customer Service Hub, which will further increase the number of staff answering customer queries.
The Passport Service will continue to consider ways in which to enhance customer experience in the provision of this essential citizen service.
