Written answers

Wednesday, 15 January 2014

Department of Social Protection

Departmental Staff Data

Photo of Bernard DurkanBernard Durkan (Kildare North, Fine Gael)
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348. To ask the Minister for Social Protection the extent to which agency staff have been used in her Department in each of the past five years to date for the purpose of answering and transferring calls on their switchdesk; and if she will make a statement on the matter. [55440/13]

Photo of Joan BurtonJoan Burton (Dublin West, Labour)
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The Department has used both the National Council for the Blind in Ireland (NCBI) and Eircom for switchboard staff in each of the last five years. The total number of telephone calls managed through the switchdesks operated by these switchboard staff in 2013 was 513,255.

The Department is embarking on a major overhaul of its telephony systems which will extend, as far as is practical, the use of Interactive Voice Response (IVR) and other technologies to route calls automatically. The Deputy will appreciate that, in the Social Protection area, it is likely that there will always be groups of customers who will need direct personal intervention to help them reach the appropriate area in the department for assistance.

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