§ Lord Eltonasked the Chairman of Committees:
During the 12 months to 30 June what was the average time users of the Parliamentary Data and Video Network (a) in the parliamentary estate and (b) accessing the system remotely had to wait for a response to a telephoned request for help. [HL567]
§ The Chairman of CommitteesThe average time to answer a telephone call to the PCD Helpdesk during working hours is recorded at eight seconds. However, the call handling software in use, and the way this data is currently recorded, may mean that eight seconds understates the average wait experienced by callers. PCD is therefore making changes to the call handling software to address this problem and allow more accurate recording of average waits. As all calls are treated equally, there is no difference in the average wait between calls from the parliamentary estate and calls from a remote location.