Call wait times
Nikau W. made this Official Information request to Ministry of Social Development
The request was successful.
From: Nikau W.
Kia Ora my least favourite government department.
Tell me the average time non suppliers spends waiting to get through to a human when calling wins broken down by day for the last year and broken down by week for as long as you have it.
Could you also give me the average wait time for calls for each of the following categories, for the last 12 months, broken down by week:
*every one including suppliers
*only suppliers
*non suppliers, for each self identified ethnicity (ie wait times for Maori vs pakiha)
*non suppliers, each self identified gender.
*non suppliers, who are receiving some for of benefit or waver for a disability (including waver of work requirements on job seekers)
*who are not receiving some for of benefit or waver for a disability (including waver of work requirements on job seekers)
*non suppliers who tell an automated/non human system (via voice or key input) that they are calling to repay a debt.
*non suppliers who did not tell an automated/non human system (via voice or key input) that they are calling to repay a debt.
Could you also include any other documentation, meetings or notes available regarding the quality of phone services being provided, areas that have been identified as needing improvement, plans for improvement, and costs
Yours with great expectation that we will be disappointed in the result,
Nikau
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Nikau W,
Thank you for your email received 14 November 2023, under the Official Information Act 1982. Your request has been forwarded to the appropriate officials at National Office to respond.
Ngā manaakitanga,
Official and Parliamentary Information Team | Ministerial and Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent
Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
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From: OIA_Requests (MSD)
Ministry of Social Development
Kia ora Nikau W,
I am writing to you regarding your request for information below. This
letter is to advise you that the Ministry has received your request,
however requires more time to respond to this request. In accordance with
section 15(1) and 15A of the Official Information Act, the Ministry’s
decision will be with you no later than 16 January 2024.
The reason for the extension is that the request is for a large quantity
of information or necessitates a search through a large quantity of
information and meeting the original time limit would unreasonably
interfere with the operations of the Ministry.
You have the right to seek an investigation and review by the Ombudsman of
this decision. Information about how to make a complaint is available at
[1]www.ombudsman.parliament.nz or 0800 802 602.
If you wish to discuss any aspect of your request with us, including this
decision, please feel free to contact [2][MSD request email]
I will respond to you sooner if I am able to.
Ngâ mihi,
Official and Parliamentary Information Team | Ministerial and Executive
Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to be safe, strong and independent
Manaaki Tangata, Manaaki Whânau
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From: OIA_Requests (MSD)
Ministry of Social Development
Tçnâ koe W Nikau
Please find attached the Ministry’s response to your Official Information
Act request.
Nâ mâtou noa, nâ
Official Information Team | Ministerial and Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to be safe, strong and independent
Manaaki Tangata, Manaaki Whânau
------------------------------- This email and any attachments may contain
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