§ Ms Hewitt
My Department and its agencies operate a range of telephone services in support of their work, in particularDirect Dialling In, which is used extensively throughout the Department and its agencies, giving direct access to customers to individual members of staff or to advertised call centres and inquiry points.Call Centres, with 11 currently in use, offering advice and guidance on a range of issues.General Inquiry Points, put in place to handle specific areas of help and information. Numbers will vary at any given time but at the last review these totalled some 33 DTI and 25 Agency Inquiry Points.
Numbers of calls made to each of these services are not held centrally but the numbers are significant. For example, ACAS, who run two call centres, received 750,000 calls in the last 12 months and the main DTI Inquiry Point received 304,800 calls during 2002.