Written answers

Tuesday, 12 October 2021

Department of Employment Affairs and Social Protection

Departmental Functions

Photo of Mattie McGrathMattie McGrath (Tipperary, Independent)
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345. To ask the Minister for Employment Affairs and Social Protection when the phone service of her Department for queries for Members of the Houses of the Oireachtas will resume which was moved to email only during Covid 19; if phone services will be resumed without delay; and if she will make a statement on the matter. [49923/21]

Photo of Heather HumphreysHeather Humphreys (Cavan-Monaghan, Fine Gael)
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My Department provides a dedicated mailbox for each of the main schemes whereby Teachtaí Dála can raise specific queries for their constituents directly with the relevant scheme area. These mailboxes are monitored every day and have been operating very quickly, efficiently and effectively.

With the onset of COVID-19, the imposition of social distancing meant that my Department had to reduce the number of staff working from within the traditional office environment. Large numbers of scheme administration staff are now successfully working from home. My Department has been able to redirect work to them electronically and overall productivity has been maintained at pre-COVID levels.

However, with the significant reduction in staff “onsite” the provision of some telephone services had to be reviewed. While the main Customer Call Centres were maintained, the operation of the scheme level TD Enquiry lines had to be suspended as there weren’t sufficient staff onsite to deal with them.

The provision of dedicated TD lines is being kept under ongoing review and I can confirm that some scheme areas have been able to reintroduce this service. However, it is not possible at present to provide the service in all scheme areas, due to the reduced numbers of staff working onsite and the ongoing social distancing restrictions, so it would be appreciated if TDs could continue to use the dedicated mailboxes for all queries.

When it becomes possible to reintroduce the TD enquiry lines the details will be made available to Deputies.

I hope this clarifies the position for the Deputy at this time.

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