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<p>The Senior Deputy Speaker has asked me, as Chairman of the Services Committee,
to respond on his behalf.</p><p>The changes made in 2017-18 to the service, including
the changes in opening hours introduced in February 2018, have delivered a saving
of £23.1k in the financial year 2017-18 and are forecast to deliver a saving of £124.3k
in the financial year 2018-19.</p><p>The service changes included a change to the
call answering Service Level Agreement from 90% of calls being answered in 10 seconds
to 85% of calls being answered in 20 seconds, and a change of opening hours during
sitting times and recesses, including closure on Sundays and UK Bank Holidays. The
change to the Service Level Agreement, of 85% of calls being answered in 20 seconds,
remains a higher standard than the Service Level Agreements of many top companies
renowned for delivering excellent service.</p>
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