Dear Health New Zealand,

Under the Official Information Act, I request information relating to the Health New Zealand immunisation information line 0800 28 29 26 (available Monday to Friday, 8:30am – 5pm).
For the period from 1 July last year to the most recent date with complete data available, please provide the following information.
1) Call volumes and outcomes
For the period above, please provide:
1. Total number of inbound calls received.
2. Total number of calls answered.
3. Total number of calls abandoned (caller disconnected before being answered).
4. Total number of calls requiring transfer or escalation to a clinical person (and how “escalation” is defined in reporting).
5. Where recorded, the number of calls resulting in:
o information provided only
o referral/signposting to another service
o booking/referral for vaccination services.
2) Daily/weekly breakdown (core operational dataset)
Please provide a day-by-day dataset (preferably as CSV or Excel) covering every calendar day from 1 July 2025 to present, with the following fields for each day:
• Date
• Day of week
• Total inbound calls received
• Calls answered
• Calls abandoned
• Average speed of answer (ASA) / average wait time
• Median wait time (if available)
• Longest wait time for that day (maximum queue/wait time recorded)
• Average call duration / handle time (if available)
If reporting is not available at a daily level, please provide the most granular level available (e.g. weekly), and confirm the limitation.
3) Within-hours vs after-hours contact attempts
Because the line is advertised as operating Monday–Friday, 8:30am–5pm, please provide:
1. Number of inbound calls during operating hours.
2. Number of inbound calls outside operating hours, including a breakdown (if available) by:
o before 8:30am
o after 5:00pm
o weekends / public holidays
3. For after-hours calls: what happens to those calls (e.g. message, diversion, voicemail, disconnect), and whether any are captured for callback.

4) Workforce composition (including ethnicity)
For staff answering calls on this service during the above period, please provide:
1. Total number of staff (headcount) and FTE supporting the line.
2. Role mix (e.g. call handler, nurse advisor, clinician).
3. Ethnicity breakdown of staff answering calls.
4. The location(s) from which calls are answered.

5) Training and competency requirements (immunisation-specific)
Please provide:
1. The initial training provided to staff answering calls (outline of modules and duration).
2. Any immunisation-specific training (e.g. National Immunisation Schedule, contraindications, catch-up schedules, vaccine safety conversations, cold chain questions, etc.).
3. Any required qualifications and/or minimum competency standards for call handlers.
4. Ongoing refresher training requirements and frequency.
5. The knowledge base / clinical guidance resources used by staff (e.g. internal scripts, IMAC guidance, internal SOPs).

6) Clinical escalation processes and capacity
Please provide:
1. The escalation model (when/why a call is escalated and to whom).
2. The professional role(s) of staff providing clinical escalation (e.g. RN, NP, GP, pharmacist).
3. Total number of escalations over the period, and (if available) daily counts (or include in the daily dataset requested above).
4. Any escalation-related performance monitoring (e.g. time-to-clinical response).

7) Service performance targets and reporting
Please provide:
1. Any service level targets used to monitor performance (e.g. answer time, abandonment rate, queue thresholds).
2. Any routine internal performance reports or dashboards used to monitor this phone line (monthly/weekly), for the period requested.
If any part of this request is likely to be refused under the Act, I request that you consider partial release and/or provide the information in an alternative form where possible.
Please provide the information electronically (CSV/Excel preferred for datasets).

Ngā mihi