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wait times on MSD contact phone number

James McNutt made this Official Information request to Ministry of Social Development

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From: James McNutt

Dear Ministry of Social Development,

I have recently become a client of WINZ/MSD. This is an extremely complicated system for those who do not have experience of it.

I have frequently needed to speak with MSD to resolve issues or find next steps. It has been my experience that it can take more than 45 minutes to get a response.

On Friday afternoon it is pointless to call. I have never had a call answered.

I would like some stats on typical and average waiting times on this number.

When I have gotten a response I've been told I need to talk to a case manager and will be forwarded. When that case manager fails to answer the call is terminated leaving me to redial MSD and wait again. What is the policy of the person on the help desk when the call they are forwarding fails?

Link to this

From: Info (MSD)
Ministry of Social Development

Tēnā koe James McNutt

 

Thank you for your recent email to the Ministry of Social Development.

 

I am writing to assure you that your correspondence has not been
overlooked. It is taking longer than anticipated to look into the matters
you have raised. You will receive a further reply as soon as inquiries
have been completed.  

 

I sincerely apologise for the delay.

 

Ngā mihi nui

 

 

Ministerial and Executive Services

The Ministry of Social Development  

 

------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------

Link to this

From: Info (MSD)
Ministry of Social Development


Attachment 20190816 James McNutt SIGNED REPLY.pdf
141K Download View as HTML


Dear James McNutt

 

Please find a response to your correspondence (attached) signed on behalf
of the Chief Executive, Ministry of Social Development.

 

Yours sincerely

 

On behalf of Ministerial and Executive Services

Ministry of Social Development

National Office

WELLINGTON  

 

------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------

Link to this

From: James McNutt

Dear Info (MSD),
Thank you for your response. I want to point out that Jvill Work and Income have been more than helpful. I have no complaints about them. In fact I would go as far as to commend the staff I have dealt with. Considerate and curtious.

My issue is with the call center. Your email details the hours I can visit. What it doesn't do is answer my question. I am not able to visit the winz office. I am unable to leave the house on most days. I need remote access- we call it a telephone.

If no-one answers the phone I have no access. In my case I have a terminal condition and am stuck in a bed covered in my own blood. If you honestly believe the calls are answered in 5 minutes then you are suffering from delusion.

Again, the JVille staff have been very helpful, but they cannot give help if they don't get my request and they don't get my request if NO-ONE answers the phone.

My request was not for you to politely tell me bugger all. I requested stats. Show me the evidence.

Regards,

Dr McNutt

Yours sincerely,

James McNutt

Link to this

From: OIA_Requests (MSD)
Ministry of Social Development

Tēnā koe James McNutt

 

Thank you for your email received 16 August 2019, under the Official
Information Act 1982. Your request has been forwarded to the appropriate
officials at National Office to respond. You may expect a decision
regarding your request to be sent to you as soon as possible.

 

Nā mātou noa, nā

 

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 Whānau

 

 

------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------

Link to this

From: OIA_Requests (MSD)
Ministry of Social Development

Kia ora James McNutt

 

You emailed the Ministry of Social Development through the FYI website on
16 August 2019, requesting under the Official Information Act 1982, the
following information:

 

o I requested stats. Show me the evidence.

 

The Ministry has interpreted your request as for the average and the
maximum wait times per day on the Work and Income Contact Centre for the
two weeks from Monday 5 August to Friday 16 August 2019.

 

Can you please email to confirm whether you would like the Ministry to
proceed with this approach, or outline what statistics you would like
provided instead.

 

 

Nā mātou noa, nā

 

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 Whānau.

 

------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------

Link to this

From: James McNutt

Dear OIA_Requests (MSD),

By statistics I was expecting more than you outlined.

For the two week period outlined, how many calls were answered inside 5 minutes, how many between 5 and 10 minutes, between 10 and 15 minutes and on in 15 minute intervals plus number of calls which hung up due to lack of response.

For a good analysis having this broken down by hour of day and day of week will show and details such as lunch times and Friday afternoons, when the call centre took its first call and when it took its last call.

Yours sincerely,

James McNutt

Link to this

From: OIA_Requests (MSD)
Ministry of Social Development

Kia ora James McNutt

 

Thank you for clarifying and outlining what data you are requesting. The
Ministry will respond to the following questions:  

 

o For the two weeks from Monday 5 August to Friday 16 August 2019 how
many calls were answered inside 5 minutes, how many between 5 and 10
minutes, between 10 and 15 minutes and on in 15 minute intervals plus
number of calls which hung up due to lack of response.
o You are requesting for this data to also be broken down by hour of day
and day of week and when the call centre took its first call and when
it took its last call.

 

 

Nā mātou noa, nā

 

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 Whānau.

 

------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------

Link to this

From: OIA_Requests (MSD)
Ministry of Social Development

Kia ora James McNutt

 

Thank you for your Official Information Act request dated submitted to the
Ministry of Social Development. You have requested the following
information:

o For the two weeks from Monday 5 August to Friday 16 August 2019 how
many calls were answered inside 5 minutes, how many between 5 and 10
minutes, between 10 and 15 minutes and on in 15 minute intervals plus
number of calls which hung up due to lack of response.
o You are requesting for this data to also be broken down by hour of day
and day of week and when the call centre took its first call and when
it took its last call.

 

The Ministry has decided to grant your request in part, namely information
that relates to call centre . Some information will be withheld under
section 18(g) of the Official Information Act as the information is not
held by the Ministry and I have no grounds to believe the information is
held by another department or Minister of the Crown organisation. It will
take some time to prepare the information for release, the information
will be sent to you by 2 October 2019.

 

If you wish to discuss this decision with us, please feel free to contact
[1][MSD request email]

 

If you are not satisfied with this decision, you have the right to seek an
investigation and review by the Ombudsman. Information about how to make a
complaint is available at [2]www.ombudsman.parliament.nz  or 0800 802 602.

 

A response will be sent sooner if the Ministry is able to.

 

Yours sincerely

 

Emma

 

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 Whānau

 

 

 

 

 

------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------

References

Visible links
1. mailto:[MSD request email]
2. http://www.ombudsman.parliament.nz/

Link to this

From: OIA_Requests (MSD)
Ministry of Social Development


Attachment 20191002 James McNutt SIGNED RESPONSE.pdf
178K Download View as HTML


Tçnâ koe James McNutt

 

Please find attached the Ministry’s response to your Official Information
Act request.

 

This is part three of three.

 

Nâ mâtou noa, nâ

 

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

 

 

------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------

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