❓ A WA parliamentary question on notice addresses staffing levels, call answering times, and abandoned calls for the Department for Planning and Infrastructure's licensing phone line. The response provides data for October 2007, revealing that the department did not meet its target for answering calls within 60 seconds.
AnsweredQoN 1149Legislative Council
QuestionView source ↗
DEPARTMENT FOR PLANNING AND INFRASTRUCTURE - LICENSING CENTRE PHONE LINE
I gave notice of this question at the last sitting day, and I believe the question has been redirected to the Minister Assisting the Minister for Planning and Infrastructure. (1) How many operators staff the 13 11 56 Department for Planning and Infrastructure phone line? (2) Does the department have targets for the time taken to answer calls; and, if so, what are the targets and what standard is being achieved? (3) What is the average waiting time to speak to a DPI officer for someone making a call to the service? (4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH
I gave notice of this question at the last sitting day, and I believe the question has been redirected to the Minister Assisting the Minister for Planning and Infrastructure. (1) How many operators staff the 13 11 56 Department for Planning and Infrastructure phone line? (2) Does the department have targets for the time taken to answer calls; and, if so, what are the targets and what standard is being achieved? (3) What is the average waiting time to speak to a DPI officer for someone making a call to the service? (4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH
AnswerView source ↗
I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(1) How many operators staff the 13 11 56 Department for Planning and Infrastructure phone line? (2) Does the department have targets for the time taken to answer calls; and, if so, what are the targets and what standard is being achieved? (3) What is the average waiting time to speak to a DPI officer for someone making a call to the service? (4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(2) Does the department have targets for the time taken to answer calls; and, if so, what are the targets and what standard is being achieved? (3) What is the average waiting time to speak to a DPI officer for someone making a call to the service? (4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(3) What is the average waiting time to speak to a DPI officer for someone making a call to the service? (4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(1) How many operators staff the 13 11 56 Department for Planning and Infrastructure phone line? (2) Does the department have targets for the time taken to answer calls; and, if so, what are the targets and what standard is being achieved? (3) What is the average waiting time to speak to a DPI officer for someone making a call to the service? (4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(2) Does the department have targets for the time taken to answer calls; and, if so, what are the targets and what standard is being achieved? (3) What is the average waiting time to speak to a DPI officer for someone making a call to the service? (4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(3) What is the average waiting time to speak to a DPI officer for someone making a call to the service? (4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(4) How many calls go unanswered after the system initially receives a call but the caller hangs up before getting through to a real person? Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
Hon LJILJANNA RAVLICH replied: I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
I thank the member for some notice of this question. As the information requested varies on a daily basis, this response is based on the overall average for the month of October 2007. (1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(1) The Department for Planning and Infrastructure has 42 full-time and 17 part-time officers available to staff the 13 11 56 licensing telephone number. In addition, seven trainees answer calls for half-days. (2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(2)-(3) During October a rate of 38 per cent of telephone calls were answered within 60 seconds. A further 48 per cent of telephone calls were answered within two minutes. The target is for 65 per cent of telephone calls to be answered within 60 seconds. (4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
(4) The average number of calls answered each day in October was 3 825. The daily average of calls disconnected by the caller prior to speaking to a DPI officer was 948. It should be noted that while on hold, callers listen to a recorded message containing information on the most frequently asked questions and it is considered that most callers disconnecting do so once they have heard the information they require.
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