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Information Request re MSD process and systems

David Weir made this Official Information request to Ministry of Social Development

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From: David Weir

To Whom It May Concern:

Please advise:
1) Are contact centre staff able to provide their first and last names if requested by clients?
a. If not please advise what means of unique identification are they able to provide to clients to identify them eg Unique ID Number, Extension Number, Email address that they can provide?
b. If there is no unique method able to provide clients to identify staff members they are dealing with what information should clients request to ensure that they are a) dealing with a actual staff member and b) wishing to lay a complaint or advise of exemplary service?

2) During the current Covid-19 situation what methods other than the Contact Centre (0800 559 009) are available clients to allow them to speak to a staff member re applications or complaints.

3) What happens to files uploaded by clients to the MY MSD portal?
a. Once files are uploaded what automated systems are in place to ensure that they are processed and are not ignored?
b. How often are these systems run?
c. What reports are or KPI’s are in place to ensure that uploaded files are processed?

4) Does the Ministry of Social Development track how much time staff spend using the internet?

5) Does the Ministry of Social Development track which URL’s are access and how much time is spent on each web page?

Yours faithfully,

David Weir

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From: OIA_Requests (MSD)
Ministry of Social Development

Tēnā koe David Weir,

Thank you for your email received 21 September 2020, under the Official Information Act 1982. Your request has been forwarded to the appropriate officials at National Office to respond. You can expect a decision as soon as reasonably practicable, and in any case not later than 20 working days after the day on which the request was received.
 
Nā mātou noa, nā

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


Attachment 20201016 OIA Extension WEIR.pdf
145K Download View as HTML


Dear David Weir

 

Please find attached a letter advising of the need to extend the time
available to make a decision on your OIA request received 21 September
2020 until 3 November 2020.

 

Sincerely yours

 

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.
-------------------------------

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