Written question asked by Lord Quirk (Crossbench) on Monday, 7 September 2015, in the House of Lords. It was due for an answer on Monday, 21 September 2015. It was answered by Lord Faulks (Conservative) on Monday, 21 September 2015 on behalf of the Ministry of Justice.
Ministry of Justice: Telephone Services
- Question
-
To ask Her Majesty’s Government whether the Ministry of Justice has target times by which members of the public can reasonably expect to get through on the telephone and speak to an official; by what percentage extent there has been a change over the past three years in the number of telephone calls from the public seeking information or assistance from the Ministry of Justice; and what training in communication skills is provided for the officials in that Department.
- Answer
-
Since April 2015 the average answer time for calls to the Public Enquiry Line has been 28 seconds. The Ministry of Justice does not have set target times for call answering.
Calls to the MoJ public enquiry line have decreased steadily since 2012. Volumes reduced by 40% between 2012 and 2015.
Regular training is held for staff for on call handling and customer service.
Secondary information
- Type
- Written question
- Reference
- HL2011
- Session
- 2015-16
- Related items
-
Government Departments: Telephone Services
Tuesday, 17 November 2015
Written questions
House of Lords
- Subjects
- Telephone services Ministry of Justice
- Contains statistics
- Yes
- Link
- View this Written question on www.parliament.uk
Librarians' tools
- Timestamp
- 2023-02-13 14:42:53 +0000
- URI
- http://data.parliament.uk/writtenparliamentaryquestion/lords/2015-16/HL2011
- In Indexing
- http://indexing.parliament.uk/Content/Edit/1?uri=http://data.parliament.uk/writtenparliamentaryquestion/lords/2015-16/HL2011
- In Solr
- https://search.parliament.uk/claw/solr/?id=http://data.parliament.uk/writtenparliamentaryquestion/lords/2015-16/HL2011