Róisín Shortall (Dublin North West, Labour)
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Question 804: To ask the Minister for Social and Family Affairs if she will set up a dedicated inquiry line, similar to the one available to TDs, for the sole use of citizens' information centres which, due to the rise in queries, are experiencing difficulty in getting answers for their clients. [11702/09]

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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The Citizens Information Board, which comes under the aegis of the Department, is the national information agency with responsibility for supporting the provision of independent information and advice on the broad range of social services including social welfare services. Information is provided through Citizen Information Centres and other offices throughout the country; through a phone service which operates from 9am to 9pm Monday to Friday; and on the website at www.citizensinformation.ie.

The Department receives approximately half a million telephone calls per month, across its network of Local Offices and Headquarter buildings. At certain times, due to peaks in the amount of incoming calls, callers may encounter some difficulties in getting through to certain areas of the Department. We have recently implemented a number of initiatives to minimise delays for callers including the introduction of a new telephony system and call management software. These initiatives have resulted in a noticeable improvement in telephone response times and overall call management and we will continue to focus on improving the service for customers across the whole Department. There are no plans to introduce a dedicated enquiry line for Citizens Information Centres.