|
answer text |
<p>IPSA’s December 2018 user survey found that 68 per cent of MPs and their staff
were satisfied with the support that they receive from IPSA on the phone, up from
53 per cent in 2017. Since the introduction of its new online finance and expenses
system in April 2019, IPSA has experienced a higher-than-normal volume of calls, with
some calls taking up to 45 minutes as MPs and their staff familiarise themselves with
the new system. To respond to this increased demand, IPSA has recruited five temporary
staff to answer the phone to MPs, and has temporarily closed its phone lines at 4pm
in order to respond to the queries raised. IPSA expects to re-open its phone lines
until 5pm when this demand subsides.</p><p>IPSA has a key performance target to respond
to 90 per cent of emails within five days. In 2018-19, IPSA responded to over 85 per
cent of the 54,500 letters and emails that were received within five working days
of receipt. In April 2019, following the introduction on the new system, IPSA only
replied to 70 per cent of emails within this target. The additional temporary staff
will also address this increased demand.</p><p>IPSA’s performance is monitored by
the Speaker’s Committee for the IPSA which approves IPSA’s budget and targets, including
how it responds to MPs’ queries.</p>
|
|