❓ A WA parliamentary question seeks details about the Department of Housing's after-hours emergency maintenance call centre, including its operator, contract details, response times, call volumes, and staffing levels during March 2010. The answer provides specific information on these aspects.
AnsweredQoN 2630Legislative Assembly
QuestionView source ↗
I refer to the procedure for Department of Housing clients to report after-hours emergency maintenance issues, and ask:
(a) who operates the call centre for after-hours emergency maintenance calls from Housing clients;
(b) if the service is operated by a contracted service provider, when was the contract awarded, on what date was the contract awarded and what is the cost of the contract;
(c) what was the average response time to answer calls to the after-hours number for the month of March 2010;
(d) what was the total number of calls made to the call centre for the month of March 2010;
(e) what was the average number of staff on duty for calls made to the call centre between the hours of 5.00 pm and 8.00 am for normal working days in the month of March;
(f) what was the average number of staff on duty for calls made to the call centre on all weekends during the month of March; and
(g) how many staff were on duty to take maintenance calls for the Labor Day public holiday on Monday, 1 March 2010?
(a) who operates the call centre for after-hours emergency maintenance calls from Housing clients;
(b) if the service is operated by a contracted service provider, when was the contract awarded, on what date was the contract awarded and what is the cost of the contract;
(c) what was the average response time to answer calls to the after-hours number for the month of March 2010;
(d) what was the total number of calls made to the call centre for the month of March 2010;
(e) what was the average number of staff on duty for calls made to the call centre between the hours of 5.00 pm and 8.00 am for normal working days in the month of March;
(f) what was the average number of staff on duty for calls made to the call centre on all weekends during the month of March; and
(g) how many staff were on duty to take maintenance calls for the Labor Day public holiday on Monday, 1 March 2010?
AnswerView source ↗
Answered
18 May 2010
Responded by
Minister for Housing and Works
Response time
28 days
The Department of Housing advises:
(a) 3 Messaging (Vodafone Hutchison Australia Pty Ltd) are the Department of Housing after hours emergency maintenance call centre.
(b) The contract to 3 Messaging was awarded on 10 March 2010. The contract commenced on 1 April 2010. The total cost of the five year contract is $286,440 including extension options.
(c) The average response time to answer calls to the after-hours number for the month of March was 82 seconds.
(d) The total number of calls made to the call centre for the month of March 2010 was 610.
(e) The average number of staff on duty for calls made to the call centre between the hours of 5.00pm and 8.00am for normal working days in the month of March was 2.06 staff.
(f) The average number of staff on duty for calls made to the call centre on all weekends during the month of March was 2.44 staff.
(g) 2.5 staff were on duty to take maintenance calls for the Labour Day public holiday on Monday, 1 March 2010.
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(a) 3 Messaging (Vodafone Hutchison Australia Pty Ltd) are the Department of Housing after hours emergency maintenance call centre.
(b) The contract to 3 Messaging was awarded on 10 March 2010. The contract commenced on 1 April 2010. The total cost of the five year contract is $286,440 including extension options.
(c) The average response time to answer calls to the after-hours number for the month of March was 82 seconds.
(d) The total number of calls made to the call centre for the month of March 2010 was 610.
(e) The average number of staff on duty for calls made to the call centre between the hours of 5.00pm and 8.00am for normal working days in the month of March was 2.06 staff.
(f) The average number of staff on duty for calls made to the call centre on all weekends during the month of March was 2.44 staff.
(g) 2.5 staff were on duty to take maintenance calls for the Labour Day public holiday on Monday, 1 March 2010.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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