HL Deb 17 July 1973 vol 344 cc1002-4
THE EARL OF LAUDERDALE

My Lords, I beg leave to ask the Question which stands in my name on the Order Paper.

The Question was as follows:

To ask Her Majesty's Government whether they are aware of long delays in obtaining a reply when telephoning the Department of Trade and Industry and what steps they will take to increase the number of operators, and, if need be, telephone equipment.

'THE MINISTER WITHOUT PORTFOLIO (LORD DRUMALBYN)

My Lords, I regret these delays. There have recently been intermittent faults in equipment serving the Department's headquarters in Victoria Street and at Export House. It may well be these faults which have delayed some incoming calls. New equipment is being installed at 1, Victoria Street, which will enable callers to dial direct to the extensions they require. This equipment should be introduced starting in the spring of next year. The possibility of introducing similar facilities at Export House will he kept under review.

THE EARL OF LAUDERDALE

My Lords, in thanking my noble friend for that full Answer, bespeaking yet further delay in the improvement to which we look forward, may I ask him whether he is aware that these complaints reach back not a matter of months or days, but certainly for the past year? Is he aware that it has become necessary for Members of either House of Parliament to seek out the private line to the Private Office of the Secretary of State in order to get a message down to somebody at quite a moderate level in the Civil Service hierarchy of the Board of Trade, just because six minutes' waiting for an answer is not good enough?

LORD DRUMALBYN

My Lords, I am aware that about two years ago, or more, complaints were justified because at that time new equipment was then being installed. I would also explain that some of the delays are due to the fact that the design of the apparatus is such that it does not necessarily present calls to the operators in the same sequence in which they are received.

THE EARL OF LAUDERDALE

My Lords, can my noble friend assure the House that the reorganisation of Govern ment heralded in 1970 will at last lead to the reorganisation of telephone communications with one of the most important Departments of State?

LORD DRUMALBYN

My Lords, I am quite certain that that is the object of the changes which are being made, and I hope that they will prove successful.

LORD HUGHES

My Lords, would the Minister agree that another way of helping the problem would be to reduce the number of incoming calls? And would he further agree that that might be achieved if the noble Earl accomplished his previous objective of getting a speedy reply to letters written to this Department?

LORD DRUMALBYN

My Lords, the communications with the Department of Trade and Industry are very definitely two-way.