Immigration and Nationality Directorate (Hansard, 13 April 1999)

Mr. Matins
To ask the Secretary of State for the Home Department how many telephone lines exist at the Immigration and Nationality Directorate offices in Croydon. [79303]

§ Mr. Mike O'Brien
The Immigration and Nationality Directorate Croydon has 377 telephone lines; these are265 telephone lines which can take incoming calls 25 telephone lines reserved for members of the public making general immigration inquiries or inquiries about progress of a particular case 5 telephone lines for requests for an Application Form 10 lines for inquiries from employers about Immigration Law 12 lines giving recorded information about the more common type of inquiry 60 telephone lines which are reserved for outgoing calls 5,500 telephone extensions which can be directly dialled from outside.

§ Mr. Malins
To ask the Secretary of State for the Home Department how many telephone operators work at the Immigration and Nationality Directorate offices in Croydon. [79302]
6W

§ Mr. Mike O'Brien
There are currently fifty-nine officers dealing with telephone inquiries received in the Integrated Casework Directorate based in Croydon. However, approximately 25 per cent. of an operator's time is spent on written work and therefore away from the telephone. In addition, the Croydon estate has two operators who deal with non casework telephone traffic.

§ Mr. Flynn
To ask the Secretary of State for the Home Department what plans he has to tackle the backlog of work at Lunar House; and over what period. [80395]

§ Mr. Mike O'Brien
I have set up a task team of senior officials and Siemens Business Services to determine the measures necessary to improve services substantially and to tackle the backlog of cases. Steps already taken include special exercises to target priority cases such as work permit applications, changes in procedures that will result in higher productivity, and increased staffing. Levels of service to the public are gradually being restored and improved.