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To ask the Chancellor of the Exchequer, with reference to his Department's contract with Go-Centric Ltd., agreed on 30 June 2022 (reference CCST22A52), (a) how many calls were handled under the scope of the contract from 4 July 2022 to 4 July 2023 and (b) how much public money was...
To ask the Chancellor of the Exchequer, with reference to his Department's contract with Go-Centric Ltd., agreed on 30 June 2022 (reference CCST22A52), (a) how many calls were handled under the scope of the contract from 4 July 2022 to 4 July 2023 and (b) how much public money was...
Between 4th July 2022 and 27th January 2023, the total number of calls handled by Go-Centric was 345, and the total paid for their services in the same period was £1,172.50.
Go-Centric provided and operated a Public Enquiries Call Handling and Switchboard service to receive and direct enquires from members of the public attempting to contact HM Treasury. This service involved:
- Answering telephone calls from members of the public within service level agreements and ensuring callers are directed to the correct resolution. This included submitting enquiries to our central Correspondence and Enquiry Unit on behalf of callers who do not have access to email or were unable to write to us.
- Directing switchboard calls and connect these to the appropriate extension or staff member.
The service cost is based on calls answered, transferred and messages taken, and accounts for the cost of ensuring call handlers are available to manage the Public Enquiry Line and Switchboard Service during agreed operating hours (9.00 am – 5.00 pm Monday to Friday excluding bank holidays).