Written answers

Tuesday, 29 June 2021

Department of Employment Affairs and Social Protection

Public Services Card

Photo of Cormac DevlinCormac Devlin (Dún Laoghaire, Fianna Fail)
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361. To ask the Minister for Employment Affairs and Social Protection the number of staff employed in the management of the public services card phone line service; the number of calls that have been received by month since January 2020; the number of cards that have been processed; if she will consider extending the service online to improve efficiency; and if she will make a statement on the matter. [34432/21]

Photo of Heather HumphreysHeather Humphreys (Cavan-Monaghan, Fine Gael)
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My Department provides telephone and in-person service to customers enquiring about the Public Services Card (PSC) through its nationwide network of Intreo offices. In addition, my Department also provides a centralised phone service for PSC-related queries from its Client Identity Services (CIS) office in Carrick-on-Shannon.

In that office, there are normally 21 staff assigned to deal with telephone calls from customers, with additional resources assigned to help meet spikes in demand, when required. The number of calls to this centralised phone service has increased recently.

The number of phone calls dealt by the centralised phone service along with the number of PSCs issued per month since January 2020 is provided in the tabular statement provided. This information is in relation to that centralised phone service only; data on the number of enquiries dealt with by Intreo Centres is not recorded.

I would also like to point out that the Department has introduced a new online service which allows customers to renew their PSC through the Department’s MyWelfare.ie service. A verified MyGovID account is required to use this service, and a passport quality photograph must be uploaded with the renewal application.

I trust this clarifies the matter for the Deputy.

Public Service Cards issued and calls dealt with by CIS per month January 2020 to May 2021

Month PSC issued Calls dealt with
Jan-2020 51,524 8,301
Feb-2020 49,392 7,245
Mar-2020 39,394 10,102
Apr-2020 17,400 19,849
May-2020 16,327 13,400
Jun-2020 15,864 18,353
Jul-2020 19,179 17,342
Aug-2020 20,937 9,623
Sep-2020 28,978 21,075
Oct-2020 26,838 23,049
Nov-2020 22,174 30,072
Dec-2020 22,129 24,004
Jan-2021 21,519 29,577
Feb-2021 21,336 32,606
Mar-2021 23,055 28,132
Apr-2021 21,791 25,456
May-2021 32,980 28,791


Donal Hunt
Posted on 30 Jun 2021 11:06 pm (Report this comment)

I will never the forget the employee in the Cork Intreo office who finally answered the phone after 7-8 minutes to inform me "this is a public facing office. we couldn't possibly be answering the phone." and then hung up. @@

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