Brendan Griffin (Kerry, Fine Gael)
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332. To ask the Minister for Employment Affairs and Social Protection the reason direct phone contact to local Intreo offices has been withdrawn and replaced with a centralised service; the rationale for this decision; and if she will make a statement on the matter. [43938/23]

Heather Humphreys (Cavan-Monaghan, Fine Gael)
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The National Intreo Contact Centre (NICC) was established within my Department to respond efficiently and effectively to telephone calls made to Intreo Offices nationally. Between June 2021 and May 2022, the NICC replaced all Intreo centre main telephone numbers. It aims to deliver a cohesive cross regional service and to provide the best possible experience for customers through the provision of a centralised point of contact for Intreo customer queries. It acts as a virtual Intreo reception, providing information, advice, and referrals to customers.

Staff also assist with Public Service Card replacements and extensions. They aim to provide query resolution at the first point of contact where possible, or, if necessary, escalate onward to the relevant Intreo Centre, including to the Community Welfare Service (CWS).

All Intreo staff are committed to prioritising NICC follow-up requests. These are dealt with in real time and, in instances where CWS queries are deemed to be emergencies, these calls are prioritised and escalated to the Duty Community Welfare Officer line.

The provision of an in-person service to customers and access to Intreo Centres continues, while supports for vulnerable customers remain available locally and continue to be an important part of service delivery.

I trust this clarifies matters.