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Legislative Assembly for the ACT: 2002 Week 1 Hansard (13 December) . . Page.. 305..


Environment ACT-switchboard operations

(Question No 24)

Mr Cornwell asked the Minister for Urban Services, upon notice:

(1) How many persons operate the switchboard during (a) business hours and (b) after hours.

(2) What is the average time spent on hold by callers (a) during business hours and (b) after hours

Mr Wood: The answer to the member's question is as follows:

(1) (a)

Environment ACT's switchboard (the Environment Helpline) is staffed on weekdays (public holidays excluded) from 8.30 am to 5.00 pm.

Staff are allocated to match demand, and numbers on the Helpline during business hours are:

Time Staff Numbers

8.30 am-10.15 am 1

10.15 am-12.30 pm 2

12.30pm-1.30pm 1

1.30pm-3.15pm 2

3.15 pm-5.00 pm 1

(1) (b)

The Environment ACT Helpline is not staffed after hours. A recorded message advises callers of appropriate telephone numbers to call in different circumstances, including Canberra Connect for emergencies.

(2) (a)

The average time spent by callers on hold during business hours is not measured. However, the average speed of answer (i.e. the average amount of time a caller waited before speaking to a person) for the month of November was 53 seconds and for December to date was 46 seconds.

As noted above, the Environment ACT Helpline is not staffed after hours. A recorded message advises callers of appropriate telephone numbers to call in different circumstances, including Canberra Connect for emergencies.


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