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Treasury;Office for National Statistics

Answer

Mr. Gibb: To ask the Chancellor of the Exchequer (1) how many callers to the Census Helpline have been asked to call back later; [158819] (2) for what reason the Census Helpline does not permit callers to hold when operators are busy. [158818] Miss Melanie Johnson: The information requested falls within the responsibility of the National Statistician. I have asked him to reply. Letter from John Pullinger to Mr. Nick Gibb, dated 11 May 2001: The Registrar General for England and Wales has been asked to reply to your recent questions asking about callers to the Census Helpline (158818 and 158819). I am replying in his absence. The Helpline was operational from 1 April and to date more than 2 million calls have been received, with 240,000 calls received on 23 April alone. In comparison, in 1991 only 125,000 calls were received by the Helpline before Census day and a further 85,000 calls after it. Because of this unprecedented level of response in such a short period it has been necessary for the Helpline to advise callers to call back at a time that may be less busy rather than to hold. This was a significant problem for two days, however over 99 per cent. of calls are now getting through. In a move to ensure that everybody has a form and to further improve the service: A separate number was introduced for those who wish to request a form (500 lines); All other queries have been dealt with on the existing helpline number and the number of telephone lines was increased to 1000. With the additional operators, many more callers were able to pose questions not covered by the extensive range of recorded messages. Information on the numbers of callers who have been asked to call back is not available.

Secondary information

Type

Written question

Reference

368 c433-4W; 158819;158818

Session

2000-01

Subjects

Advisory services Census Telephone services

Contains statistics

Yes

Link

View this Written question on www.publications.parliament.uk