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date	2015-09-07
answering dept short name	Justice
answer › answer text	%3Cp /%3E %3Cp%3ESince 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.%3C/p%3E%3Cp%3E %3C/p%3E%3Cp%3ECalls to the MoJ public enquiry line have decreased steadily since 2012. Volumes reduced by 40%25 between 2012 and 2015.%3C/p%3E%3Cp%3E %3C/p%3E%3Cp%3ERegular training is held for staff for on call handling and customer service.%3C/p%3E

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registered interest

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answering body

answering dept id

answering dept short name

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hansard heading

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legislature


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question text

tabling member printed

uin

answer

is ministerial correction

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answer text

answering member printed

question first answered

answering member


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label

417091

registered interest

date

07/09/2015

answering body

Ministry of Justice

answering dept id

answering dept short name

Justice

answering dept sort name

Justice

hansard heading

Ministry of Justice: Telephone Services

house id

legislature

25277

	pref label	House of Lords

question text

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.

tabling member printed

Lord Quirk

uin

HL2011

answer

is ministerial correction

date of answer

21/09/2015

answer text

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.

answering member printed

Lord Faulks

question first answered

21/09/2015 14:44:17

answering member

4183

	label	Biography information for Lord Faulks

tabling member

3254

	label	Biography information for Lord Quirk