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Call wait times

Nikau W. made this Official Information request to Ministry of Social Development

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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

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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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