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Message started by idb on Nov 3rd, 2005 at 2:04am

Title: Parliamentary update
Post by idb on Nov 3rd, 2005 at 2:04am
Part 1: Written Questions for Answer on
Wednesday 2 November 2005

Questions to Mr Chancellor of the Exchequer

1 Dr Vincent Cable (Twickenham): To ask Mr Chancellor of the Exchequer, if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24461)  

Questions to the Secretary of State for Culture, Media and Sport

22  Dr Vincent Cable (Twickenham): To ask the Secretary of State for Culture, Media and Sport, if she will list the occasions in the last five years on which 0870 telephone numbers have been used by her Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24468)

Questions to the Secretary of State for Defence

37 Dr Vincent Cable (Twickenham): To ask the Secretary of State for Defence, if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24457)

Questions to the Deputy Prime Minister

48  Dr Vincent Cable (Twickenham): To ask the Deputy Prime Minister, if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24462)

Questions to the Secretary of State for Education and Skills

86  Dr Vincent Cable (Twickenham): To ask the Secretary of State for Education and Skills, if she will list the occasions in the last five years on which 0870 telephone numbers have been used by her Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24466)

Questions to the Secretary of State for Environment, Food and Rural Affairs

123 Dr Vincent Cable (Twickenham): To ask the Secretary of State for Environment, Food and Rural Affairs, if she will list the occasions in the last five years on which 0870 telephone numbers have been used by her Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24464)

Questions to the Secretary of State for Foreign and Commonwealth Affairs

160 Dr Vincent Cable (Twickenham): To ask the Secretary of State for Foreign and Commonwealth Affairs, if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24460)  

Questions to the Secretary of State for Health

172 Dr Vincent Cable (Twickenham): To ask the Secretary of State for Health, if she will list the occasions in the last five years on which 0870 telephone numbers have been used by her Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24465)

Questions to the Secretary of State for the Home Department

221  Dr Vincent Cable (Twickenham): To ask the Secretary of State for the Home Department, if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24456)

Questions to the Secretary of State for International Development

249 Dr Vincent Cable (Twickenham): To ask the Secretary of State for International Development, if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24463)

Questions to the Secretary of State for Trade and Industry

271 Dr Vincent Cable (Twickenham): To ask the Secretary of State for Trade and Industry, if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24458)

...continued





Title: Re: Parliamentary update
Post by idb on Nov 3rd, 2005 at 2:08am
Questions to the Secretary of State for Transport

283 Dr Vincent Cable (Twickenham): To ask the Secretary of State for Transport, if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24459)  

Questions to the Secretary of State for Work and Pensions

301 Dr Vincent Cable (Twickenham): To ask the Secretary of State for Work and Pensions, if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. (24467)


Title: Re: Parliamentary update
Post by Keith on Nov 4th, 2005 at 7:34pm

I raised the issue of 0870 with Vince Cable at the time of the London Bombing.

I was suposed to be going to a dinner tomorrow where he was speaking, but which I can't now attend (daughters birthday party). Having seen this posting I have emailed him for any feedback.

Title: Re: Parliamentary update
Post by Keith on Nov 4th, 2005 at 7:35pm

Sorry: I also should have said that I thanked him and also asked how much lobbying he had received on the subject.

Title: Re: Parliamentary update
Post by OverlordKain on Nov 4th, 2005 at 8:29pm
At the risk of sounding ignorant at parliamentary procedure, is this merely a matter of sending a letter off to the local MP with a list of your PQs?  It would be interesting to compare the usage of 0870 numbers amongst GB civil service departments with those of NI.  I've started to see their usage creep over here and can't see the point, as all of NI is on the single 028 area code anyway.

Title: Re: Parliamentary update
Post by idb on Nov 8th, 2005 at 11:35pm
House of Commons Hansard Written Answers for 7 Nov 2005 (pt 24)

<<
DEFENCE

0870 Numbers

Dr. Cable: To ask the Secretary of State for Defence if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. [24457]

Mr. Touhig: The use of 0870 numbers in the Department is determined at local level in accordance with individual business requirements. Records of 0870 numbers and the revenue received from them is not held centrally and could be provided only at disproportionate cost.
>>

Title: Re: Parliamentary update
Post by idb on Nov 8th, 2005 at 11:39pm
Order Book Part 2

Notices given on Monday 7 November

<<
79
Andrew Rosindell (Romford): To ask the Secretary of State for Defence, how the money that is raised from his Department's 0870 prefix contact telephone number is spent. (27131)  
>>

Comment - increased awareness by MPs of the NTS scam can only be beneficial.

Title: Re: Parliamentary update
Post by idb on Nov 15th, 2005 at 10:42pm
14 Nov 2005 : Column WA120

Foreign and Commonwealth Office: 0870 Telephone Numbers
Lord Tyler asked Her Majesty's Government:

Whether the Foreign and Commonwealth Office now follows the guidance of the Central Office of Information and OFCOM in relation to the use of 0870 and 0845 telephone numbers for public enquiries. [HL1838]

Lord Triesman: Yes. Since 9 September 2005, the Foreign and Commonwealth Office travel advice number has been changed to 0845 from 0870.

The 0870 number will continue to run in conjunction with the 0845 number for one year until it is discontinued. The 0845 number is being used in all new promotional material. So far, the take-up rate for the 0845 number has been 55 per cent. of all calls received since 9 September 2005.


Title: Re: Parliamentary update
Post by idb on Nov 15th, 2005 at 10:44pm
11 Nov 2005 : Column 836W—continued

DEPUTY PRIME MINISTER
0870 Numbers
Dr. Cable: To ask the Deputy Prime Minister if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. [24462]

Jim Fitzpatrick: Over the last five years, the Office of the Deputy Prime Minister has not used any 0870 telephone numbers as contact numbers for members of the public.


Title: Re: Parliamentary update
Post by idb on Nov 23rd, 2005 at 1:26am
House of Commons Hansard Written Answers for 21 Nov 2005 (pt 26)

EDUCATION AND SKILLS

0870 Numbers
Andrew Rosindell: To ask the Secretary of State for Education and Skills how the revenue raised from her Department's 0870 prefix contact telephone number is spent. [26438]

Maria Eagle: The Department for Education and Skills does not participate in revenue share schemes associated with 0870 numbers and therefore derives no revenue from the use of these numbers.

Title: Re: Parliamentary update
Post by Dave on Nov 23rd, 2005 at 8:46pm

idb wrote on Nov 23rd, 2005 at 1:26am:
Maria Eagle: The Department for Education and Skills does not participate in revenue share schemes associated with 0870 numbers and therefore derives no revenue from the use of these numbers.

How noble of DFES! So does it receive 'services' in kind from its telco?

So all this extra public expense goes into the back pocket of a private telco!

Title: Re: Parliamentary update
Post by idb on Nov 25th, 2005 at 3:09am
House of Commons Hansard Written Answers for 22 Nov 2005 (pt 31)

<<
TREASURY
0870 Numbers
Dr. Cable: To ask the Chancellor of the Exchequer if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. [24461]

John Healey: HM Revenue and Customs (HMRC) currently has contracts with two companies for telecommunications services, including non-geographic number provision (eg 0870). In the former Inland Revenue, 0870 numbers have been used mainly to provide international access to a range of customer contact services and helplines, including for example, the international Self Assessment orderline, IR35, and Construction Industry Scheme orderline, as well as new tax credits. In the former HM Customs and Excise, 0870 numbers have been used mainly in the law enforcement area.

On average HMRC receives around 50,000 calls from the public to 0870 numbers every month. A detailed breakdown of calls to these numbers over the last five years would be available only at disproportionate cost. HMRC does not make any profit from the use of 0870 numbers.

HM Treasury does not use 0870 numbers.
>>

Title: Re: Parliamentary update
Post by Keith on Nov 25th, 2005 at 11:46am

The general reply coming back seems to be that the 'Department' (whichever department it may be) does not profit out of 0870.

There are 2 logical conclusions to this:

a) They are receiving services in exchange, in which case these are misleading replies as they are profit sharing but receiving services instead of cash.

b) The civil servant who authorised the use of the 0870 number is incompetent and wasting tax payers money as anyone with any gumption can get a profit sharing deal on 0870 numbers (the ads are there to see). The consequence of this is that the caller is paying a premium all of which is going to the telecom company who would have been only too keen to have shared it with the Government department who could then have reduced their admin budget and our taxes.

My inclination (and hope that Government departments aren't that incompetent) is that the correct option is (a). In which case the parliamentary replies are very misleading.

Title: Re: Parliamentary update
Post by idb on Dec 10th, 2005 at 3:18am
House of Commons Hansard Written Answers for 7 Dec 2005 (pt 10)

7 Dec 2005 : Column 1306W—continued

<<
TRANSPORT

0870 Numbers

Dr. Cable: To ask the Secretary of State for Transport if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. [24459]

Ms Buck: DfT HQ buildings do not have any centrally provided 0870 numbers. The following DfT Agencies do use 0870 numbers.

VOSA—have one 0870 number (0870 60 60 440) providing a national inquiry service which was activated on 21 November 2000. The revenue received until 15 April 2004 was on average £380 per calendar month. From 15 April 2004, VOSA have received £41,924.29.

MCA—have used only one 0870 number in the last five years—0870 600 6505—for the 'One Stop Shop' (also known as the 'Infoline'). This number is not revenue generating.

DVLA—have fronted over 50 public services with 0870 numbers during the last five years. Currently DVLA use 10 0870 numbers to front public services. Rebate figures for the last five years are as follows:

Amount (£)  
2000-01   76,763  
2001-02   247,807  
2002-03   656,164  
2003-04   1,109,719  
2004-05   2,285,528  

DSA—have used the following numbers over the past five years:

0870 01 01 372—English Language Theory and Practical Test Booking Line
0870 01 00 372—Welsh Language Theory and Practical Test Booking Line
0870 01 02 372—Number used for faxed test bookings
0870 01 07 372—Minicom line for test bookings.

Income figures are only available back to 2003-04, as follows:

Amount (£)  
2003-04 908,536  
2004-05 1,268,007  
2005-06 (6)350,838  


(6) To June 2005.


>>




Title: Re: Parliamentary update
Post by idb on Dec 16th, 2005 at 2:06am
Part 1: Written Questions for Answer on
Wednesday 14 December 2005

Order Book Part 1

Questions to the Secretary of State for Defence

<<
Andrew Rosindell (Romford):To ask the Secretary of State for Defence, pursuant to the Answer of 10th November 2005, Official Report, column 705W, on departmental telephone lines, if he will list the organisations which hold the records on 0870 numbers used by his Department and the revenue received from them
>>

Title: Re: Parliamentary update
Post by idb on Dec 16th, 2005 at 2:07am
Part 1: Written Questions for Answer on
Tuesday 13 December 2005

Order Book Part 1

Questions to Mr Chancellor of the Exchequer

<<
1  Dr Vincent Cable (Twickenham):To ask Mr Chancellor of the Exchequer, pursuant to the Answer of 22nd November 2005, Official Report, column 1902W, on 0870 numbers, what contractual arrangements Her Majesty's Revenue and Customs has for the provision of the non-profit making 0870 lines.
>>

Title: Re: Parliamentary update
Post by idb on Jan 14th, 2006 at 1:36pm
House of Commons Hansard Written Answers for 9 Jan 2006 (pt 98)

9 Jan 2006 : Column 391W

EDUCATION AND SKILLS

0870 Numbers

Dr. Cable: To ask the Secretary of State for Education and Skills pursuant to the answer of 8 November 2005, Official Report, column 443W, on 0870 numbers, what contractual arrangements her Department has for the provision of the non-profit making 0870 lines. [37640]

Bill Rammell: The Department for Education and Skills normally obtains non profit making 0870 lines from its current telephone service provider as a published service offering within that contract. The exception to that policy is where advanced notification has been provided of an impending Machinery of Government change and, in these cases, non profit making 0870 numbers are obtained outside of the normal contractual arrangements in order to ease transition to the new Department.


Title: Re: Parliamentary update
Post by idb on Jan 14th, 2006 at 1:38pm
Lords Hansard text for 9 Jan 2006 (60109w04)

Government Departments: 0870 Numbers

Lord Tyler asked Her Majesty's Government:

Whether the Home Office, and the executive agencies for which it is responsible, now follow the guidance of the Central Office of Information and
Ofcom in relation to the use of 0870 and 0845 telephone numbers for public inquiries. [HL1837]

The Minister of State, Home Office (Baroness Scotland of Asthal): The Home Office is keen to ensure that the cost of telephone calls made by the public are kept to a minimum, and all 0870 and 0845 numbers that have been in use are under review to ensure compliance with the COI guidelines wherever possible. The central Home Office inquiry number is no longer an 0870 number and was replaced with 020 7035 4848 from September 2005. The 0870 number is being kept for 18 months as publicity material such as phone book entries will take a while to reflect the change.


Title: Re: Parliamentary update
Post by idb on Jan 14th, 2006 at 1:39pm
House of Commons Hansard Written Answers for 9 Jan 2006 (pt 1)

9 Jan 2006 : Column 5W

ENVIRONMENT, FOOD AND RURAL AFFAIRS

0870 Numbers

Dr. Cable: To ask the Secretary of State for Environment, Food and Rural Affairs pursuant to the answer of 17 November 2005, Official Report,
column 1364W, on 0870 numbers, what contractual arrangements her Department has for the provision of 0870 lines. [37642]

Jim Knight: The core Department's 0870 number is used by callers to the Pet Travel Scheme helpline and is provided by BT which has a minimum contractual period of 12 months. This helpline number was provided by BT in late 1999 so it is no longer bound by a contractual period.


Title: Re: Parliamentary update
Post by Dave on Jan 14th, 2006 at 3:08pm

idb wrote on Jan 14th, 2006 at 1:36pm:
Bill Rammell: The Department for Education and Skills normally obtains non profit making 0870 lines from its current telephone service provider [...]

That is presumably non-profit for the Department. Presumably all the 'profit' goes to its telecoms provider then. ::)

Title: Re: Parliamentary update
Post by kk on Jan 14th, 2006 at 6:27pm
Very useful information idb, taking up Dave’s point, I have sent the following email to Mr Rammell:


-----------------------------------------------------------------------------------------------------
“House of Commons Hansard Written Answers for 9 Jan 2006 (pt 98)

9 Jan 2006 : Column 391W

EDUCATION AND SKILLS”

“0870 Numbers”

“Dr. Cable: To ask the Secretary of State for Education and Skills pursuant to the answer of 8 November 2005, Official Report, column 443W, on 0870 numbers, what contractual arrangements her Department has for the provision of the non-profit making 0870 lines. [37640]”

“Bill Rammell: The Department for Education and Skills normally obtains non profit making 0870 lines from its current telephone service provider as a published service offering within that contract. The exception to that policy is where advanced notification has been provided of an impending Machinery of Government change and, in these cases, non profit making 0870 numbers are obtained outside of the normal contractual arrangements in order to ease transition to the new Department.”
-------------------------------

Dear Mr. Rammell, I do not understand your answer to the above question, perhaps you can explain.  

During the day, 0870 telephone numbers typically cost a caller 7 to 8 pence per minute, from a land-line.   From a pay-phone or mobile phone, the cost is enormous.

Normal geographical telephone numbers, i.e. numbers starting with 01 or 02, cost between 0p/min to 3p/min depending on the consumers telecom provider.

When the Department for Education and Skills uses 0870 numbers (and for that matter 0845 numbers), they cost the consumer/taxpayer far more than a normal geographical number. By your answer, it appears that your telecom provider(s) must  receive the extra profit,  is that correct?   Can you confirm that the Department or any other agency or department, does not receive any income from the use of 0870 numbers.  Why are they used?

--------------------------------------

To the Department for Education and Skills
rammellb@parliament.uk

Title: Re: Parliamentary update
Post by NonGeographicalMan on Jan 14th, 2006 at 7:28pm
I notice that all these enquiries by MPs raise concern only over the use of 0870 numbers and some of the replies suggest departments are moving to 0845 numbers in line with COI guidance.

I think somebody ought to draw the attention of all these MPs to the fact that under current Ofcom proposals 0870 are to become normal rate numbers within a year or so whilst 0845 will continue to cost a fortune (especially on PayPhones and mobile phones) for years to come.

So the question they should be using all these departments is why they do not use geographic 01/02 numbers and how soon and at what cost those departments could return to using 01 and 02 geographic phone numbers.

They all also ought to write to Mr Stephen Carter at Ofcom asking him to justify the crass illogic of the current Ofcom 0845 proposals.  As we know Ofcom is supposedly only accountable to Parliament as a whole and not to an Ombudsman and not to government ministers.  Somebody ought to try to put forward an amendment to the Communications Act 2003 setting up a telecommunications ombudsman.

Title: Re: Parliamentary update
Post by idb on Jan 31st, 2006 at 12:48am
House of Commons Hansard Written Answers for 24 Jan 2006 (pt 21)

<<
HOME DEPARTMENT

0870 Numbers

Dr. Cable: To ask the Secretary of State for the Home Department if he will list the occasions in the last five years on which 0870 telephone numbers have been used by his Department as contact numbers for members of the public; and how much revenue was received from the use of 0870 contact numbers in each of the last five years for which records are available. [24456]

Mr. Charles Clarke: Available records indicate that the 0870 numbers given in the following table have been used by the Home Office and its agencies. On 15 September 2005 the 0870 Home Office general public inquiry number was replaced with a geographical number. The department received no income from calls to the switchboard.

24 Jan 2006 : Column 2010W

The 0870 numbers used by the Immigration and Nationality Enquiry Bureau (INEB) have been in existence since December 1998 and are published widely. The then Home Secretary, Jack Straw, in March 1998 agreed to the use of 0870 numbers on the understanding that IND re-invest monies earned into improving the telephone bureau operation and thereby customer service. In spring 2002, £750,000 was used to purchase a switchboard with increased functionality for INEB.

Figures are not available for the last five years. For the period one January 2004 to 31 August 2004, IND received £72,067 from BT for the use of 0870 telephone numbers. IND now take no revenue. The use of 0870 numbers in IND is being reviewed. The UK Passport Service have no record of the revenue generated before the financial year 2002-03.

The following revenue was generated:
 £  
2002-03 230,593.85  
2003-04 252,127.53  
2004-05 383,264.74  
1 April to 31 October 2005 238,605.96  


The Criminal Records Bureau operates as a public/private partnership with Capita Plc and operates six 0870 telephone numbers as contact numbers for the public. The Home Office receives no revenue for calls made to these numbers.

0870 Numbers in use within the Home Office
 
Home Office Public Enquiries(replaced with 020 7035 4848 on 15 September 2005) 0870 000 1585  
 
Immigration and Nationality Directorate  
Main 0870 606 7766  
Application Forms 0870 241 0645  
Complaints 0870 241 6523  
 
UK Passport Service  
Main 0870 521 0410  
Textphone 0870 240 8090  
High Street Partners 0870 243 4477  
Complaints 0870 241 1902  
Siemens Business Services (initial application check) 0870 125 1256  
 
Criminal Record Bureau  
Main 0870 909 0811  
Registration 0870 909 0822  
Disclosure applications 0870 909 0844  
Minicom 0870 909 0344  
Disputes 0870 909 0778  
Welsh language line 0870 909 0223  
 
HM Prison Service  
Main 0870 000 1397  
HMP Holloway 0870 000 0575  
TOGETHER  
Advice to practitioners on tackling anti-social behaviour 0870 220 2000  
 
Crime Reduction  
Advice on preventing car crime 0870 000 8518  
 
Security Industry Authority 0870 243 0100  
>>




Title: Re: Parliamentary update
Post by NonGeographicalMan on Jan 31st, 2006 at 1:02am
How do you find these things idb.

Are you sure you shouldn't be applying for a job vacancy with the FBI or CIA rather than in the IT department of a bank?

Title: Re: Parliamentary update
Post by trevord on Jan 31st, 2006 at 11:04am

idb wrote on Jan 31st, 2006 at 12:48am:
For the period one January 2004 to 31 August 2004, IND received £72,067 from BT for the use of 0870 telephone numbers. IND now take no revenue.

So do they just let BT keep the money now?  :o
Is it meant to be a good thing that they now take no money while still using 0870 numbers?  ::)


idb wrote on Jan 31st, 2006 at 12:48am:
The Criminal Records Bureau operates as a public/private partnership with Capita Plc and operates six 0870 telephone numbers as contact numbers for the public. The Home Office receives no revenue for calls made to these numbers.

which leaves open the question as to whether the PPP receives any money.  :-/


idb wrote on Jan 31st, 2006 at 12:48am:
0870 Numbers in use within the Home Office

and he's given no info about income from any of the following numbers!  >:(

Title: Re: Parliamentary update
Post by NonGeographicalMan on Jan 31st, 2006 at 11:21am
I expect BT now discount this department's outgoing call charges or line rental instead of handing any cash back.  That is the dishonest game the BBC use to claim they do not receive any cash back on their 0870 telephone numbers run by Capita.

Capita are a disgraceful NTS scam leading organisation of the worst kind also responsible for all the BBC 0870s.  Their only motivation is short term profit for their overpaid and bloated directors rather than long term happy customer relations between the organisation's they work for and the customers of those organisations.

Title: Re: Parliamentary update
Post by rydaway on Jan 31st, 2006 at 2:28pm
Have just asked our local MP to have a look at http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1130983483/0

Others may also find it helpful to do likewise through http://www.writetothem.com/write  ;)

Title: Re: Parliamentary update
Post by idb on Feb 3rd, 2006 at 10:12pm

wrote on Jan 31st, 2006 at 1:02am:
How do you find these things idb.

Are you sure you shouldn't be applying for a job vacancy with the FBI or CIA rather than in the IT department of a bank?
Various standard search engines with appropriate terms tend to yield the answers.

As a non-citizen, a job with the feds is very difficult. Not impossible, but not easy! In general, the federal government here will typically only employ US citizens. For state, county and city government, the situation is usually different.

Title: Re: Parliamentary update
Post by NonGeographicalMan on Feb 3rd, 2006 at 10:45pm

idb wrote on Feb 3rd, 2006 at 10:12pm:
As a non-citizen, a job with the feds is very difficult. Not impossible, but not easy! In general, the federal government here will typically only employ US citizens. For state, county and city government, the situation is usually different.


Do MI5 or MI6 have the same rules about who they are prepared to employ.

Of course a lot of the people they might be most worried about in any case hold UK passports quite legitimately.

Title: Re: Parliamentary update
Post by mc661 on Feb 3rd, 2006 at 11:07pm
I got a US passport and a UK passport. Yes both are still valid.

I however treat my uk passport as my main one.

Title: Re: Parliamentary update
Post by NonGeographicalMan on Feb 3rd, 2006 at 11:17pm

mc661 wrote on Feb 3rd, 2006 at 11:07pm:
I got a US passport and a UK passport. Yes both are still valid.

I however treat my uk passport as my main one.


I wonder if dual American and foreign nationals are allowed by the CIA or FBI.

Imagine if someone held both American and Iraqi nationality!

Title: Re: Parliamentary update
Post by idb on Feb 3rd, 2006 at 11:20pm

wrote on Feb 3rd, 2006 at 10:45pm:

idb wrote on Feb 3rd, 2006 at 10:12pm:
As a non-citizen, a job with the feds is very difficult. Not impossible, but not easy! In general, the federal government here will typically only employ US citizens. For state, county and city government, the situation is usually different.


Do MI5 or MI6 have the same rules about who they are prepared to employ.
When I worked in the civil service, my department would (I think) only employ British citizens, at least when I first started. This may well have now changed. As far as I recall, MI5 will only employ British citizens. I don't know about MI6.

For working within Ofcom, I'm sure nationality is irrelevant. What is important is that the higher up the position, the more clueless the applicant needs to be.

Title: Re: Parliamentary update
Post by NonGeographicalMan on Feb 3rd, 2006 at 11:24pm

idb wrote on Feb 3rd, 2006 at 11:20pm:
For working within Ofcom, I'm sure nationality is irrelevant. What is important is that the higher up the position, the more clueless the applicant needs to be.


People of principle or integrity likely to take a stand for the citizen consumer need not apply for posts with Ofcom or its Consumer or Advisory Panels for the Nations as I have already discovered.

The successful Ofcom employee is ruthlessly ambitious for increases in salary and improved job title status within Ofcom but is prepared to write up his reports in any way that the Ofcom Board tips the wink that they would like to see as being the outcome. >:( :o

Title: Re: Parliamentary update
Post by idb on Feb 3rd, 2006 at 11:29pm

wrote on Feb 3rd, 2006 at 11:17pm:

mc661 wrote on Feb 3rd, 2006 at 11:07pm:
I got a US passport and a UK passport. Yes both are still valid.

I however treat my uk passport as my main one.


I wonder if dual American and foreign nationals are allowed by the CIA or FBI.

Imagine if someone held both American and Iraqi nationality!
Probably more people than you may think. Unlike the UK, the US grants citizenship to virtually anyone# born in the US. The citizenship is automatic. Even if the parents are in the US illegally, and are awaiting deportation, a child born in the US is automatically a US citizen. Of course other citizenship may well apply, but the fact remains that the child is a US citizen.  I also believe that a US citizen *must* enter and leave the US using a US passport. Using any other passport is an offence!

# Except diplomats, heads of state etc.

Title: Re: Parliamentary update
Post by NonGeographicalMan on Feb 4th, 2006 at 3:43am

idb wrote on Feb 3rd, 2006 at 11:29pm:
Probably more people than you may think. Unlike the UK, the US grants citizenship to virtually anyone# born in the US. The citizenship is automatic. Even if the parents are in the US illegally, and are awaiting deportation, a child born in the US is automatically a US citizen. Of course other citizenship may well apply, but the fact remains that the child is a US citizen.  I also believe that a US citizen *must* enter and leave the US using a US passport. Using any other passport is an offence!

# Except diplomats, heads of state etc.


What I meant was I wonder if the CIA and FBI allow American citizens who have dual, triple or even quadruple nationality with other countries to work for either of them?  For instance what if someone was a US citizen and an Iraqi or Libyan or Algerian at the same time.................... :o

Title: Re: Parliamentary update
Post by idb on Feb 8th, 2006 at 3:11am
House of Commons Hansard Written Answers for 2 Feb 2006 (pt 7)

<<
2 Feb 2006 : Column 645W

TRADE AND INDUSTRY

0870 Numbers

Dr. Cable: To ask the Secretary of State for Trade and Industry pursuant to the answer of 8 November 2005, Official Report, column 291W, on 0870 numbers, what contractual arrangements his Department has for the provision of non-profit making 0870 lines. [37643]

Alun Michael: Cable and Wireless provide the 0870 lines deployed directly by the Department of Trade and Industry. Under current arrangements the threshold for revenue to return to the Department is set at 359,999 call minutes per year for each 0870 line. The low volume of calls on the 0870 lines means that these thresholds have not been reached.

These services can be terminated with three months notice. Other 0870 lines are supplied by BT and managed by sub-contractors through two DTI funded contracts providing support for UK bidders into the EU's sixth Framework Programme for RTD. These BT lines attracted set up charges of up to £250 per number and continue to attract rental charges of £200 per annum, which is absorbed into the overall cost of the contracts. Calls to these numbers are charged at national rate, so are not revenue earning for either DTI or our contractors. The two contracts are due to run until the end of 2006.
>>

I see Alun Michael has been promoted to minister for complete BS. What hope is there when a minister believes these calls are 'national rate' therefore are not 'revenue earning'?



Title: Re: Parliamentary update
Post by NonGeographicalMan on Feb 8th, 2006 at 9:18am

idb wrote on Feb 8th, 2006 at 3:11am:
I see Alun Michael has been promoted to minister for complete BS. What hope is there when a minister believes these calls are 'national rate' therefore are not 'revenue earning'?


Have you considered emailing Mr Michael (michaela@parliament.uk) highlighting the erroneous nature of his understanding of 0870 numbers and guidances such as the ASA's Stop the Call Confusion.

Also why not email Vince Cable suggesting he ask another Parliamentary Question saying "further to my question of xxx is the  Minister aware of guidances from the ASA and Ofcom regarding the correct description of 0870 numbers and is he aware of the recent statements made by Mr Ian Livingston, MD of BT Retail, regarding 0870 numbers.

Emails to Vince Cable on this topic always receive a Read Receipt, unlike many Parliamentary colleagues who treat such communications as spam and delete them.

See http://business.scotsman.com/banking.cfm?id=764772005

and

www.asa.org.uk/cap/news_events/news/2005/Hanging+on+the+telephone+on+and+on+and+on.htm

and

www.ofcom.org.uk/media/news/2004/10/nr_20041022

and

www.cap.org.uk/cap/news_events/news/2005/CAP+rings+the+changes+for+telecoms+providers.htm

and

www.cap.org.uk/asa/adjudications/non_broadcast/Adjudication+Details.htm?Adjudication_id=38190


Title: Re: Parliamentary update
Post by idb on Mar 7th, 2006 at 12:09am
Questions for Oral or Written Answer
beginning on Friday 3 March 2006
(the 'Questions Book')

Part 1: Written Questions for Answer on
Friday 3 March 2006

Anne Milton (Guildford):To ask Mr Chancellor of the Exchequer, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) agencies which report to him.

Anne Milton (Guildford):To ask the Minister of State, Department for Constitutional Affairs, if she will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) her Department and (ii) public bodies which report to the Secretary of State for Constitutional Affairs.

Anne Milton (Guildford):To ask the Secretary of State for Culture, Media and Sport, if she will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by her Department.

Anne Milton (Guildford):To ask the Secretary of State for Defence, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) agencies which report to him.

Anne Milton (Guildford):To ask the Deputy Prime Minister, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) agencies which report to him.

Anne Milton (Guildford):To ask the Secretary of State for Education and Skills, if she will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) her Department and (ii) agencies which report to her.

Anne Milton (Guildford):To ask the Secretary of State for Environment, Food and Rural Affairs, if she will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) her Department and (ii) agencies which report to her.

Anne Milton (Guildford):To ask the Secretary of State for Foreign and Commonwealth Affairs, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) agencies which report to him.

Anne Milton (Guildford):To ask the Secretary of State for Health, if she will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) her Department and (ii) agencies which report to her.

Anne Milton (Guildford):To ask the Secretary of State for the Home Department, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) agencies which report to him.

Anne Milton (Guildford):To ask the Secretary of State for International Development, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) public bodies which report to him.

Anne Milton (Guildford):To ask the Secretary of State for Northern Ireland, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) agencies which report to him.

Anne Milton (Guildford):To ask the Secretary of State for Trade and Industry, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) agencies which report to him.

Anne Milton (Guildford):To ask the Secretary of State for Transport, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) agencies which report to him.


Title: Re: Parliamentary update
Post by NonGeographicalMan on Mar 7th, 2006 at 12:34am
As I was sent in to help this lady's campaign as part of mutual aid during the General Election I suppose I shouln't knock her intentions but surely she should be asking for numbers of calls per year to each 08 number and details of any revenue share received or artificially reduced telecoms supplier contract cost (for 0845s in particular) due to the revenue share kickback to the telecoms supplier.

Surely she also ought to be asking if each of these agencies/departments intend to ensure that a geographical alternative given equal publicity is urgently made available and publicised so that our poorest citizens and consumers are not disadvantaged as recommended by Ofcom.

Also she ought to ask for a value to be assigned to the additional amount of call costs paid by the general public due to the use of 084 and 087 numbers for calling those departments compared to that which would have prevailed if geographic phone numbers had been used.  Still she doesn't seem to have asked any previous questions on all this so it seems likely that a constituent or someone similar has asked her to ask these questions.

Title: Re: Parliamentary update
Post by idb on Mar 8th, 2006 at 10:44pm
House of Commons Hansard Debates for 7 Mar 2006 (pt 3)

7 Mar 2006 : Column 713

Mr. Mark Lancaster (North-East Milton Keynes) (Con): I understand why the Minister does not allow dentists to use 0870 telephone numbers, but why has she allowed the practice to persist in the NHS as a whole, particularly for patient hotlines?

Ms Winterton: I am not sure whether I understand the hon. Gentleman's point. Is he saying that patients have to use a different number to make an appointment? That is not current practice. Most people contact their dentist by ringing an ordinary number.


Title: Re: Parliamentary update
Post by idb on Mar 8th, 2006 at 10:47pm
House of Commons Hansard Debates for 7 Mar 2006 (pt 5)

Telephone Charges (Hospitals)
15. Helen Jones (Warrington, North) (Lab): If she will make a statement on charges made to hospital patients for telephone calls. [56307]

The Parliamentary Under-Secretary of State for Health (Mr. Liam Byrne): Bedside telephones represent an enhanced service, providing additional choice for patients. Outgoing calls cost 10p per minute. Patients not wishing to use those services, which are made available at no cost to the NHS, remain free to use hospital payphones, as they have always been able to do in the past.

Helen Jones: I am grateful to my hon. Friend for that reply. But what would he say to a constituent of mine, a pensioner, who found that she was being charged 49p per minute to ring to her husband in hospital via Patientline and was forced to listen to a minute of blurb from Patientline before she even got through? It was also costing her husband 20p before he got through to her. Does that not represent an exploitation of vulnerable people? Will the Minister issue some guidance to trusts on negotiating those contracts to ensure that patients are not exploited in this way?

Mr. Byrne: My hon. Friend raises an important point, which was highlighted by Ofcom recently. Partly as a result of that report, the Department of Health has set up a review group to explore the issue of costs to users of those systems, including the price of incoming calls. The first meeting of that group is today.

Mr. Peter Bone (Wellingborough) (Con): The hon. Member for Warrington, North (Helen Jones) has raised an important matter, but what she failed to say is that if someone rings Patientline and listens to the two minutes of blurb but the patient is not there, they are still charged 49p a minute. It is outrageous. We do not need a review; we need that stopped.

Mr. Byrne: The hon. Gentleman makes an interesting point. However, market research shows that 72 per cent. of patients thought that the system offered good value for money—[Interruption.] As my hon. Friend the Member for Warrington, North (Helen Jones) has pointed out, there are concerns, but it provides a service worth £150 million at no cost to the NHS. However, this is an issue that needs further consideration. That is why the review group has been set up.



Title: Re: Parliamentary update
Post by NonGeographicalMan on Mar 8th, 2006 at 11:01pm
It seems the temperature of the water is getting rather hot on this one in Parliament.  Sooner or later the Department of Health will have to pay off Patientline to reduce call costs down to say 0870 levels.

Title: Re: Parliamentary update
Post by Shiggaddi on Mar 10th, 2006 at 2:48pm
but it provides a service worth £150 million at no cost to the NHS.

And he really believes that they are providing this service because they're generous and look after sick people.

They provide the service free of charge, because the cost of using the service is obtained from charging the patients above market rates for outgoing calls, and charge above market rates to people who call patients.  The difference between those rates, and the market rates for 01/02 numbers is the profit they make (minus the admin costs etc)

Do they also think that the vending machine company, catering contractors, newsagent also provide their service free of charge?  They set up their businesses there to sell to the passing trade.  However they probably charge market rates for their products, and if a visitor wants a chocolate bar, a meal, a newspaper, or flowers and choccies (not a good idea if patient is nil by mouth, lol) for the person they're visiting they can choose to buy on the way in or buy at the hospital.

All these companies receive no money from the NHS and are funded entirely by selling to the patients and visitors, and the catering company charges similair rates to a cafe, and the newsagent doesn't charge double the price for newspapers.

Therefore why can't Patientline charge at best 01/02 rates or at the very most, 0870 rates for incoming calls, and payphone rates for outgoing calls, and for the use of the telephone, BT line rental rates per day for having access to the phone.  And as for Sky TV, then what about Sky TV rates per day for those services.

Admittedly, having Sky TV is a luxury, but having phone access in a place where mobile phones are banned, and people are more likely to want to contact you, is a higher priority.

Title: Re: Parliamentary update
Post by idb on Mar 15th, 2006 at 12:14am
House of Commons Hansard Written Answers for 8 Mar 2006 (pt 24)

Departmental Telephone Numbers
Anne Milton: To ask the Minister of State, Department for Constitutional Affairs if she will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (i) her Department and (ii) public bodies which report to the Secretary of State for Constitutional Affairs. [56533]

Ms Harman: The Department, including its Agencies, has a total of eleven 0800 numbers; fifty four 0845 numbers and fifty three 0870 numbers. A list of the numbers is as follows.

0800

0800 0156510
0800 3121159
0800 3583506
0800 3121159
0800 7833314
0800 0850982
0800 4320432
0800 0685029
0800 0685038
0800 0685048
0800 0560559

0845
0845 6045935
0845 3302964
0845 3302962
0845 3302963
0845 3455303
0845 3455484
0845 4565150
08454568770
0845 4085302
0845 4085303
0845 4085314
0845 4085315
0845 4085316
0845 4085317
0845 4085318
0845 6000730
0845 6000710
0845 6000736
0845 9616473
0845 6060766
0845 3555567
0845 3555155
0845 4085304
0845 4085305
0845 4085306
0845 4085310
0845 4085311
0845 4085312
0845 4085313
0845 4085322
0845 6015889
0845 4085319
0845 6000722
0845 6000788
0845 6000629
0845 6022064
0845 6015889
0845 7078607
0845 015935
0845 7045007
0845 6020012
0845 6020015
0845 6020013
0845 6020016
0845 6020014
0845 6017124
0845 6017136
0845 6017125
0845 6066035
0845 6017134
0845 6000490
0845 3302900
0845 7078607
0845 7045007


0870

0870 2204100
0870 2204101
0870 2204102
0870 2204103
0870 2204104
0870 2204105
0870 2204106
0870 2204107
0870 2204108
0870 2204109
0870 2204110
0870 2204111
0870 2204112
0870 2204113
0870 2204114
0870 2204115
0870 2204116
0870 2204117
0870 2204118
0870 2204134
0870 2204135
0870 2204136
0870 2204137
0870 2204138
0870 2204139
0870 2204411
0870 2410109
0870 9088060
0870 9088062
0870 9088063
0870 9088069
0870 0108318
0870 0100299
0870 0200026
0870 0100910
0870 0101116
0870 0101117
0870 0101221


Title: Re: Parliamentary update
Post by idb on Mar 15th, 2006 at 12:15am
House of Commons Hansard Written Answers for 8 Mar 2006 (pt 26)

Departmental Telephone Numbers
Anne Milton: To ask the Secretary of State for Northern Ireland if he will list the (a) 0800, (b) 0845
and (c) 0870 telephone numbers for the public administered by (i) his Department and (ii) agencies which report to him. [56532]

Mr. Hain: The following telephone numbers for the public are administered by the Northern Ireland Office.

Telephone number Name  
0800 3160258 Family Care Line, Maghaberry Prison  
0800 1070345 Family care Line, Magilligan Prison  
0800 3160189 Family care Line, Hydebank Wood Young Offenders Centre and Prison  
0845 2470002 Northern Ireland Prisoner Release Victim Information Scheme  


Title: Re: Parliamentary update
Post by idb on Aug 17th, 2006 at 12:25am
...

Q130 Chairman: We will take that as a yes, shall we?

Mr Carter: Possibly there are definitely lessons to be learnt from it and we have been pretty public about those lessons and I think that is the way we have approached it and the research has given us some quite good tips about if you are going to liberalise the following markets how do you do it in a more measured way, and one of the key lessons that comes out of it - slightly relating back to the lady's question - is about consumer information. One of the thing that happened when that market was liberalised was previously everyone had got used to 192, a single service provider that had been around for a long, long time, and then there was a flurry of new providers who were all arguing their own case; but there was no neutral point of information at the point of the transition. So, for example, if you go back to our proposals on retail price control deregulation one of the things that we are proposing there is that over the summer period if we do deregulate retail price controls we will have a public information campaign explaining that change of rules, so that there is a neutral point of information at the point of the transition. That was a lesson we learned out of Directory Enquiries, so we have tried to learn lessons where we can.

Q131 Mr Evans: You said that you can name three of the numbers. I could only name one this morning when I started to think myself and it is probably the one of the three that you can name.

Mr Carter: Very probably!

Q132 Mr Evans: So would it not have been better in some regards to have treated 192, which was hugely popular, you could say that everybody knew the number and it was cheaper in many respects than some of the services that are currently available - and I agree with Claire that for the vast majority of people out there they do not have the faintest idea what they are paying for Directory Enquiry services when they get through - to have controlled it or regulated it somewhat like Camelot and then put it on the market every seven years for somebody else, like a franchise?

Lord Currie: That would have been another approach to deregulation, that is certainly right. It is worth recalling that quite a lot of people did not appreciate that they were paying for 192 calls under the old regime, so the old regime is not necessarily rosy in the way it is looked at.

Chairman: It was kindly priced, just below the sum that showed an itemised bill, I think, so that you did not know - 49 point something pence!

Q133 Mr Evans: Can I ask you, Lord Currie, looking at the options and the franchise route; do you think that would have been better for the consumer?

Lord Currie: I do not know. It certainly would have been an alternative but I am not sure that it would necessarily have been an appropriate way for transition because what we now have is a regime in which any new entrant could come in, and they will only do that if they have a sensible business case. But I think that is a better regime than one where there are only a certain limited number of franchises.

Q134 Mr Evans: The vast majority of people are using just two of those numbers and the majority just one because that is the one they know.

Mr Carter: You raise very interesting questions. On a larger scale this is what the cable industry has just gone through in 20 years - 110 multiple service operators rationalised now down to one. You could ask in retrospect was it a good idea to licence 110 MSOs? It probably was not but at the time I am sure that it was done out of a desire to drive regional infrastructure at a local level in individual geographies; I am sure that was a well-intentioned decision. It is a very interesting area this question about what is the optimal level of competition and when does a small number of competitors become a kind of collusive market, and you always have to be alert to that, and what you are seeing in Directory Enquiries is the customers aggregating in the main - not entirely - around three or four providers.

Q135 Mr Evans: Can I ask one final question on it, which is do you not think therefore that it would be useful, because you said people find out how much they have been charged when they see it on their bill, that before the number is give people are told how much they are going to be charged for the information?

Mr Carter: It would undoubtedly be useful but whether or not we should mandate it, which I suspect is what is behind your question, is a question I would like to take away.

Q136 Mrs Curtis-Thomas: I have heard some very interesting language to defend some of your actions and I quite like it, simply because it appeals to what I want. You talk about a neutral point of information, and then you have talked about the need for visibility in terms of pricing. You have also referred to the fact that you have made the charges associated with Directory Enquiries available on your own website, which is interesting, but when I searched for comparison of Yellow Pages or Directory Enquiries charges your website did not come up to provide me with that information.

...

Title: Re: Parliamentary update
Post by idb on Aug 17th, 2006 at 12:26am
...

Lord Currie: I think there is an important distinction that Stephen was making between informing people at the point of, in effect, a regime change, moving from 192 to a variety of 118 numbers, which is what Oftel, we felt, should have been done more, and which we have been aiming to do in other products, from providing information on a continuous basis in an established market. The latter is a very difficult task technically and probably almost impossible to keep up to date, and we are not clear that that is the role for us to be doing that.

Q137 Mrs Curtis-Thomas: I am rather confused, you see, because there are a huge number of gas, oil, electricity and energy providers in this country and yet that task is managed by them, but it seems to me that you cannot even manage it for the Directory Enquiries service providers. I do not think that is rocket science, I think it can be done and I think that it needs to be done to allow people, in your own words, to have a neutral point of information in this very important and costly area, and it is costly for lots of people. Why are you running away from what seems to be a very reasonable ask on behalf of the people of this country?

Mr Carter: I suspect we are not going to agree on the question of how much consumer information should we provide. I will say three things and my Chairman may wish to add in. Firstly, we give this a lot of time and discussion within Ofcom as to where and when we should provide a neutral point of information, and on three or four occasions we have done it. There are specific reasons why we have done it and normally they have involved either a market transition or a particular investigation where there has been a high level of abuse, where there has been a consistent record of failed delivery by the operators. We have decided not to set ourselves up as a permanent independent broker of information across the entire market, for two reasons: firstly, because it would be substantially resource intensive and we do not have the resource to do it; secondly, because we do not believe it is technically doable; and thirdly, there are alternative providers in the market who do it - there are commercial providers. If it is the case that they do not in the areas you are interested in then clearly that is an issue that we should take up with you separately and we can look at the specifics of the case upon which you are asking us to provide more information.

Chairman: I am going to cut off here, if I may, because we have three minutes and there is one area left and it was prompted by something you just said there, Stephen. I was going to say let us move on to telephone numbers, and I did not mean the numbering plan, but your budget because you said you did not have enough resources. I think John Whittingdale, my fellow Chairman, has a few thoughts about resources.

Q138 Mr Whittingdale: Yes. Stephen, in your message of your parliamentary bulletin you proudly tell us that Ofcom will deliver for less and you point out that you have achieved a real terms budget reduction for the third consecutive year, which is commendable. But your budget is still nearly £130m whereas the budget of the Telecom Regulator in France is £12.9m and the US Federal Communications Commission, which does include broadcasting, which I accept the French one does not, manages to cover the whole of America with £170m. Why are you so expensive?

Mr Carter: You speak from a position of knowledge I do not have, Chairman, on the French ART and FCC comparisons, and I will very happily go to France and indeed go to Washington and do the analysis and come back and answer your question.

Q139 Rob Marris: Just do not call home when you are there!

Mr Carter: We will go next year, it will be cheaper! What I can comment on with some degree of authority is how the numbers compare to the previous costs of doing regulation in this country, which is what we are responsible for; I do not know the reach of the US and the French authorities but I suspect that they are substantially different although the names and descriptions may suggest similarities. When I do compare them to the previous costs of regulation in this country we are as we say.


Title: Re: Parliamentary update
Post by idb on Sep 26th, 2006 at 12:50am
House of Commons Hansard Written Answers for 13 Sep 2006 (pt 2356)

<<
Departmental Telephone Lines
Andrew Rosindell: To ask the Secretary of State for the Home Department how the money that is raised from his Department's 0870 prefix contact telephone number is spent. [27132]

Mr. Byrne: The public inquiries telephone contact telephone number 0870 000 1585 was replaced with a geographic number in September 2005. Prior to that date any revenue generated was returned to HM Treasury, and not spent by the Home Office.
>>

Title: Re: Parliamentary update
Post by idb on Sep 26th, 2006 at 12:51am
House of Commons Hansard Written Answers for 13 Sep 2006 (pt 2356)

<<
Danny Alexander: To ask the Secretary of State for the Home Department what the total (a) cost to callers and (b) revenue to his Department was from the Immigration and Nationality Directorate number 0870 606 7766 in each year that the number has been in operation. [81680]

Mr. Byrne [holding answer 29 June 2006]: Information on call charges and revenue for phone number 0870 606 7766 is available for the financial years April 2002 to March 2006 presented in the following table. The Immigration and Nationality Directorate (IND) ceased taking any revenue from this number from 1 April 2005.

£
April to March Cost to callers, IND revenue
2002-03
504,166.00
88,333.00

2003-04
549,496.00
97,212.00

2004-05
639,549.00
108,151.00

2005-06
741,388.00
0.00
>>


Title: Re: Parliamentary update
Post by NonGeographicalMan on Sep 28th, 2006 at 8:46pm

idb wrote on Aug 17th, 2006 at 12:26am:
Q138 Mr Whittingdale: Yes. Stephen, in your message of your parliamentary bulletin you proudly tell us that Ofcom will deliver for less and you point out that you have achieved a real terms budget reduction for the third consecutive year, which is commendable. But your budget is still nearly £130m whereas the budget of the Telecom Regulator in France is £12.9m and the US Federal Communications Commission, which does include broadcasting, which I accept the French one does not, manages to cover the whole of America with £170m. Why are you so expensive?

Mr Carter: You speak from a position of knowledge I do not have, Chairman, on the French ART and FCC comparisons, and I will very happily go to France and indeed go to Washington and do the analysis and come back and answer your question.

Q139 Rob Marris: Just do not call home when you are there!

Mr Carter: We will go next year, it will be cheaper! What I can comment on with some degree of authority is how the numbers compare to the previous costs of doing regulation in this country, which is what we are responsible for; I do not know the reach of the US and the French authorities but I suspect that they are substantially different although the names and descriptions may suggest similarities. When I do compare them to the previous costs of regulation in this country we are as we say.


So Carter, who is still the CEO of this outfit for a few more weeks, has never bothered investigating why other countries can regulate so much more cheaply! ::) :o

Good question though by Mr Whittingdale.

Also the lady who asked him about the failure to get proper price comparisons on 118 prices going was good.  Why is it that www.uswitch.com or www.saveonyourbills.co.uk and all those sites don't do a table showing the cost of all 118 providers currently in operation.  Of course if you have Uswitch access you won't use 118 anyway except of course perhaps from your mobile phone or a public phone.

Lastly I had to post in this thread because some miserable bugger or computer had cancelled my subscription to it so I didn't get an email notification for the new post, even though you can see I have posted in this thread before.  Or do susbcriptions auto cancel if a thread has had no messages for x weeks or months? :-/

Lastly how can they not have asked partners in crime Carter and Currie about 084/7 NGNS prices or the Patientline 070 ripoff.  I think Patientline questions could have got a lot hotter on there being no adequate competition than DQ did.

Title: Re: Parliamentary update
Post by idb on Nov 17th, 2006 at 10:54pm
Order Book Part 2

Questions for Oral or Written Answer
beginning on Monday 20 November 2006
(the 'Questions Book')

283
Danny Alexander (Inverness, Nairn, Badenoch and Strathspey): To ask the Secretary of State for the Home Department, what the average cost per caller to the Immigration and Nationality Directorate number 0870 606 7766 was in each year the number has been in operation.

Title: Re: Parliamentary update
Post by idb on Nov 17th, 2006 at 10:54pm
House of Commons Hansard Written Answers for 06 Nov 2006 (pt 0001)

Departmental Telephone Numbers
Mrs. Dunwoody: To ask the Prime Minister how many ministerial offices have 0870 telephone numbers on their headed notepaper; which are the ministries concerned; and what instructions are given to the switchboards of each such ministry about access to private offices. [99068]

The Prime Minister: I refer my hon. Friend to the answers given by the then Chief Secretary to the Treasury (Mr. Boateng) to the hon. Member for New Forest, East (Dr. Lewis) on 16 December 2004, Official Report, columns 1237-38W.


Title: Re: Parliamentary update
Post by idb on Nov 17th, 2006 at 10:57pm
House of Commons Hansard Written Answers for 25 Oct 2006 (pt 0001)

Departmental Telephone Numbers
Lynne Featherstone: To ask the Secretary of State for the Home Department if he will list telephone numbers available for use by members of the general public to contact his Department; what the purpose is of each; and if he will make a statement. [32798]

Mr. Byrne: The information is given in the table.

Number Purpose Type
0870 521 0410
Passport advice line
Phone

0870 240 8090
Passport advice line
Minicom

0870 243 4477
Passport enquiries for High Street Partners
Phone

0870 2431902
Passport Complaints
Phone

0870 909 0778
Criminal Records Bureau Disclosure dispute line
Phone

0870 909 0844
Criminal Records Bureau Disclosure application line
Phone

0870 909 0344
Criminal Records Bureau
Minicom

0870 241 4680
Home Office's mailing house, Prolog
Phone

0870 241 4786
Home Office's mailing house, Prolog
Fax

0870 000 1585
Public Enquiries (new number: 020 7035 4848)
Phone

0870 220 2000
TOGETHER (advice line for practitioners on tackling antisocial behaviour).
Phone

0870 336 9031
Contact Private Office to John Reid
Fax

0870 336 9032
Contact Private Office to Baroness Scotland
Fax

0870 336 9033
Contact Private Office to Vernon Coaker
Fax

0870 336 9034
Contact Private Office to Liam Byrnes
Fax

0870 336 9035
Contact Private Office to Tony McNulty
Fax

0870 336 9036
Contact Private Office to Joan Ryan
Fax

0870 336 9038
Contact Private Office to Gerry Sutcliffe
Fax

0870 336 9048
Contact Parliamentary Branch
Fax

0870 336 9045
Contact Ministers' Special Advisers
Phone

0870 336 9041
Contact Private Office Management Support Unit
Phone

0870 336 9039
Contact Helen Edwards (Home Office Board Member)
Phone

0870 336 9037
Contact Permanent Secretary's Office
Phone


25 Oct 2006 : Column 1987W
0870 606 1592
Immigration cases currently under consideration
Phone

0870 000 8518
Advice on preventing car crime (new number: 020 7035 4848)
Phone

0870 243 0100
Security Industry Authority
Phone

0800 389 7913
Asylum Support Adjudicators
Phone

0800 587 5572
Work Permits UK Helpline
Phone

0845 010 6677
Employers' Helpline
Phone

0845 039 8002
PROSPECTS helpline
Phone

0845 601 1143
IND Telephone Enquiry Bureau
Fax

0845 601 2298
IND Evidence and Enquiry line
Phone

0870 000 1397
HM Prison Service enquiries
Phone

0870 240 3781
Immigration and Nationality Enquiry Bureau (enforcement and removals)
Phone

0845 300 2002
Independent Police Complaints Commission
Phone

0870 909 0811
Criminal Records Bureau information line
Phone

0870 909 0822
Criminal Records Bureau registration line
Phone

020 7035 4848
Enquiries about centralised Home Office responsibilities
Phone

020 7035 4745
Enquiries about centralised Home Office responsibilities
Fax

020 7035 4742
Enquiries about centralised Home Office responsibilities
Minicom

0845 602 1739
Enquiries about asylum support applications
Phone

0870 606 7766
Immigration and Nationality Enquiry Bureau
Phone

0800 389 8289
Immigration and Nationality Enquiry Bureau
Minicom

0870 241 0645
Requests for immigration application forms
Phone

0845 010 5200
Nationality telephone enquiries
Phone

0114 207 4074
Work Permit telephone enquiries
Phone

0870 521 0224
Request for work permit application forms
Phone

0121 704 5450
Booking appointments at Birmingham Public Enquiry Office
Phone

0151 237 0405
Booking appointments at Liverpool Public Enquiry Office
Phone

0151 237 0473
Booking appointments at Liverpool Public Enquiry Office
Phone

0845 600 0914
Voucher and discontinuation helpline
Phone

0141 555 1258
Booking appointments at Glasgow Public Enquiry Office
Phone


25 Oct 2006 : Column 1988W
0870 241 6523
Enquiries about the work of the IND Complaints Unit and advice to callers about how to complain
Phone

020 8760 4310
Enquiries about the work of the IND Complaints Unit and advice to callers about how to complain
Fax

020 7008 8302
Enquiries relating to India, Pakistan, Bangladesh and Gulf States
Fax

020 7008 8361
Enquiries relating to Africa
Fax

020 7008 8359
Enquiries relating to rest of world
Fax

0845 010 5555
Enquiries about visas
Phone

020 7008 8457
Enquiries about visas
Minicom

01934 528740
Enquiries about Avon and Somerset Local Probation Area
Phone

01934 528797
Enquiries about Avon and Somerset Local Probation Area
Fax

01234 213541
Enquiries about Bedfordshire Local Probation Area
Phone

01234 327497
Enquiries about Bedfordshire Local Probation Area
Fax

01223 712345
Enquiries about Cambridgeshire Local Probation Area
Phone

01223 568822
Enquiries about Cambridgeshire Local Probation Area
Fax

01244 394500
Enquiries about Cheshire Local Probation Area
Phone

01244 394507
Enquiries about Cheshire Local Probation Area
Fax

01228 560057
Enquiries about Cumbria Local Probation Area
Phone

01228 561164
Enquiries about Cumbria Local Probation Area
Fax

01629 55422
Enquiries about Derbyshire Local Probation Area
Phone

...

Title: Re: Parliamentary update
Post by idb on Nov 17th, 2006 at 10:57pm
...

01629 580838
Enquiries about Derbyshire Local Probation Area
Fax

01392 474100
Enquiries about Devon and Cornwall Local Probation Area
Phone

01392 413563
Enquiries about Devon and Cornwall Local Probation Area
Fax

01305 224786
Enquiries about Dorset Local Probation Area
Phone

01305 225097
Enquiries about Dorset Local Probation Area
Fax

0191 383 9083
Enquiries about Durham Local Probation Area
Phone

0191 383 7979
Enquiries about Durham Local Probation Area
Fax

01267 221567
Enquiries about Dyfed-Powys Local Probation Area
Phone

01267 221566
Enquiries about Dyfed-Powys Local Probation Area
Fax


25 Oct 2006 : Column 1989W
01376 501626
Enquiries about Essex Local Probation Area
Phone

01376 501174
Enquiries about Essex Local Probation Area
Fax

01452 426250
Enquiries about Gloucestershire Local Probation Area
Phone

01452 426239
Enquiries about Gloucestershire Local Probation Area
Fax

0161 872 4802
Enquiries about Greater Manchester Local Probation Area
Phone

0161 872 3483
Enquiries about Greater Manchester Local Probation Area
Fax

01495 762462
Enquiries about Gwent Local Probation Area
Phone

01495 762461
Enquiries about Gwent Local Probation Area
Fax

01962 842202
Enquiries about Hampshire Local Probation Area
Phone

01962 865278
Enquiries about Hampshire Local Probation Area
Fax

01992 504444
Enquiries about Hertfordshire Local Probation Area
Phone

01992 504544
Enquiries about Hertfordshire Local Probation Area
Fax

01482 867271
Enquiries about Humberside Local Probation Area
Phone

01482 864928
Enquiries about Humberside Local Probation Area
Fax

01622 350820
Enquiries about Kent Local Probation Area
Phone

01622 750333
Enquiries about Kent Local Probation Area
Fax

01772 201209
Enquiries about Lancashire Local Probation Area
Phone

01772 884399
Enquiries about Lancashire Local Probation Area
Fax

0116 251 6008
Enquiries about Leicestershire and Rutland Local Probation Area
Phone

0116 242 3250
Enquiries about Leicestershire and Rutland Local Probation Area
Fax

01522 520776
Enquiries about Lincolnshire Local Probation Area
Phone

01522 527685
Enquiries about Lincolnshire Local Probation Area
Fax

020 7222 5656
Enquiries about London Local Probation Area
Phone

020 7960 1188
Enquiries about London Local Probation Area
Fax

0151 920 9201
Enquiries about Merseyside Local Probation Area
Phone

0151 949 0528
Enquiries about Merseyside Local Probation Area
Fax


25 Oct 2006 : Column 1990W
01603 220100
Enquiries about Norfolk Local Probation Area
Phone

01603 664019
Enquiries about Norfolk Local Probation Area
Fax

01604 658000
Enquiries about Northamptonshire Local Probation Area
Phone

01604 658004
Enquiries about Northamptonshire Local Probation Area
Fax

0191 281 5721
Enquiries about Northumbria Local Probation Area
Phone

0191 281 3548
Enquiries about Northumbria Local Probation Area
Fax

01492 513413
Enquiries about North Wales Local Probation Area
Phone

01492 513373
Enquiries about North Wales Local Probation Area
Fax

01609 778644
Enquiries about North Yorkshire Local Probation Area
Phone

01609 778321
Enquiries about North Yorkshire Local Probation Area
Fax

01158 406500
Enquiries about Nottinghamshire Local Probation Area
Phone

01158 406502
Enquiries about Nottinghamshire Local Probation Area
Fax

01656 674747
Enquiries about South Wales Local Probation Area
Phone

01656 674799
Enquiries about South Wales Local Probation Area
Fax

0114 276 6911
Enquiries about South Yorkshire Local Probation Area
Phone

0114 275 2868
Enquiries about South Yorkshire Local Probation Area
Fax

01785 22 3416
Enquiries about Staffordshire Local Probation Area
Phone

01785 223108
Enquiries about Staffordshire Local Probation Area
Fax

01473 408130
Enquiries about Suffolk Local Probation Area
Phone

01473 408136
Enquiries about Suffolk Local Probation Area
Fax

01483 860191
Enquiries about Surrey Local Probation Area
Phone

01483 860295
Enquiries about Surrey Local Probation Area
Fax

01273 227979
Enquiries about Sussex Local Probation Area
Phone

01273 620581
Enquiries about Sussex Local Probation Area
Fax

01642 230533
Enquiries about Teesside Local Probation Area
Phone

01642 220083
Enquiries about Teesside Local Probation Area
Fax


25 Oct 2006 : Column 1991W
01869 255300
Enquiries about Thames Valley Local Probation Area
Phone

01869 255355
Enquiries about Thames Valley Local Probation Area
Fax

01926 405800
Enquiries about Warwickshire Local Probation Area
Phone

01926 403183
Enquiries about Warwickshire Local Probation Area
Fax

01562 748375
Enquiries about West Mercia Local Probation Area
Phone

01562 748407
Enquiries about West Mercia Local Probation Area
Fax

0121 248 6666
Enquiries about West Midlands Local Probation Area
Phone

0121 248 6667
Enquiries about West Midlands Local Probation Area
Fax

01924 885300
Enquiries about West Yorkshire Local Probation Area
Phone

01924 382256
Enquiries about West Yorkshire Local Probation Area
Fax

...

Title: Re: Parliamentary update
Post by idb on Nov 17th, 2006 at 11:00pm
...

01225 781960
Enquiries about Wiltshire Local Probation Area
Phone

01225 781969
Enquiries about Wiltshire Local Probation Area
Fax

[end]

Title: Re: Parliamentary update
Post by idb on Nov 17th, 2006 at 11:00pm
House of Commons - Transport - Written Evidence

BUS USAGE

4. Where people have become unaccustomed to using bus services, they may have little or no knowledge of how to travel by public transport. The fall in usage has in many areas caused reduced frequencies and so the need for detailed information is greater. Traveline has been established to try and make it easier for people to enquire about public transport.


5. Before Traveline was established in 2000, 43 local authority telephone numbers and various bus operators handled bus enquiries with widely varying standards of service. Traveline now handles 5.5 million calls a year on its 0870 608 2 608 number and over eight million enquiries on the internet. In addition, it provides its data to "Transport Direct" that also handles internet enquiries. The same data provides "traveline-txt"—an SMS text messaging service being launched in most parts of the UK to give the next buses due at a particular bus stop.


6. Enquiries by internet and SMS are rising. The level of telephone calls is not rising as fast. The ONS Omnibus investigation of people who have used travel info services in GB found that only 13% of the people surveyed had heard of the Traveline service and 4% had used it. This compares to 68% who had heard of the more long-established "National Rail Enquiries" and 28% who had used it.


7. We believe that these figures indicate that there is still work to do to promote the availability of information about bus services, particularly via the newer internet and SMS channels.


Title: Re: Parliamentary update
Post by idb on Nov 30th, 2006 at 11:32pm
House of Commons Hansard Written Answers for 28 Nov 2006 (pt 0001)

Immigration and Nationality Directorate

Danny Alexander: To ask the Secretary of State for the Home Department what the average cost per caller to the Immigration and Nationality Directorate number 0870 606 7766 was in each year the number has been in operation. [102002]

Mr. Byrne: Information on call charges and revenue for phone number 0870 606 7766 is available for the following years—January 2003 to December 2005.

The average cost to caller has been calculated on the basis of dividing the number of calls answered in a year by the total cost to callers. This will provide an average. Clearly some calls last longer than the average and some are less than the average.

Average cost figures have been rounded up/down to the nearest penny.


Number of calls answered/Cost to callers (£)/Average cost per caller (pence)
January to December
   
2003
893,398/549,821/62

2004
1,047,593/616,763/59

2005
1,138,756/712,601/63


Title: Re: Parliamentary update
Post by idb on Nov 30th, 2006 at 11:35pm
House of Commons Hansard Written Answers for 28 Nov 2006 (pt 0001)

Telephone Inquiry Lines

Mr. Harper: To ask the Secretary of State for Transport what the estimated cost is of switching (a) his Department's and (b) its agencies' telephone inquiry lines to freephone numbers. [102618]

Gillian Merron: The estimated cost of switching telephone inquiry lines to freephone numbers is as follows.


Estimated cost Notes
DfT(C)
£20,000 per year.
Estimated cost of switching the main DfT enquiry/switchboard number to a freephone number.

DVLA
£5.5 million to change from 0870 to 0800 freephone plus £2 million per year charges from the service provider.


DSA
No figures available.
Initial assessments suggest high costs as charges for over 15,000 calls per month would have to be levied on the costs of theory and practical driving tests, negating the net benefit to the customer. However, DSA is currently assessing the feasibility of switching to a set charge per minute rate, which should limit the cost to between 1p and 5p per minute.

HA
£8,000 per year.


MCGA
£5,000 in first year, with future costs of £1,000 per year.


VOSA
There would be no fee to switch inquiry line to a freephone number. Call charges and quarterly fees would then vary according to the call plan chosen.


VGA '
n/a
VGA does not have an inquiry line.

GCDA
n/a
GCDA does not have an inquiry line.

Mr. Harper: To ask the Secretary of State for Transport how much revenue (a) his Department and (b) each of its agencies accrued from national rate telephone lines in each of the last five years. [102620]

Gillian Merron: The following revenue was accrued from national rate telephone lines in each of the last five years:

Revenue accrued in last five years (£) Notes
DfT(C)
 n/a
The Department does not use any national rate numbers

   
DVLA
2003-04
875,000
Information not available before 2003-04

2004-05
1,945,000
 
2005-06
2,423,000
 
2006-07
(1)1,601,000
 
   
DSA
2001-02
371 ,000
 
2002-03
370,000
 
2003-04
714,000
 
2004-05
1,463,000
 
2005-06
833,000
 
   
HA
2005-06
1,000
The one revenue-generating line was not set up until March 2005

   
MCGA

n/a
MCGA has no revenue-generating telephone lines

   
VOSA
2004-05
12,500
Cannot separately identify telephone line revenue before April 2004


28 Nov 2006 : Column 527W

28 Nov 2006 : Column 528W
 2005-06
67,900
 
2006-07
(2)51,020
 
   
VGA

n/a
VGA has no revenue-generating lines

   
GCDA

n/a
GCDA has no revenue-generating lines

(1) to October (2) to end October



Title: Re: Parliamentary update
Post by idb on Nov 30th, 2006 at 11:36pm
Business Statement - Thursday 23 November 2006

Mrs. Gwyneth Dunwoody (Crewe and Nantwich) (Lab): My right hon. Friend has a long reputation for protecting the interests of Parliament and the electorate, so will he ask the Cabinet Office either to direct private offices to stop using 0870 numbers for people to approach them by telephone or to give a full statement of the amount of money raised by that method in order that the House may take a view?

Mr. Straw: Yes, I will. My hon. Friend has raised the matter with me, and it is completely unacceptable for Members of Parliament to be fobbed off with 0870 numbers as the only available number for contacting the private office. I am making that clear to my ministerial colleagues.


Title: Re: Parliamentary update
Post by idb on Nov 30th, 2006 at 11:38pm
House of Commons Hansard Written Answers for 23 Nov 2006 (pt 0001)

Car Tax

Mr. Carmichael: To ask the Secretary of State for Transport how much revenue has been generated by the premium rate phone line for the renewal of car tax since its introduction. [102738]

Dr. Ladyman: There is no premium rate phone line for the renewal of car tax. However, revenue earned from DVLA's national rate number 0870 8504444 for the renewal of car tax since its introduction to date is £454,535.46.


Title: Re: Parliamentary update
Post by Keith on Dec 1st, 2006 at 9:10am
Interesting that the reply made a point of stating that it isn't 'Premium Rate' - pedantic! Yet makes a point of stating it is 'National Rate' which it isn't :'(

Title: Re: Parliamentary update
Post by idb on Jan 13th, 2007 at 4:47am
House of Commons Hansard Written Answers for 08 Jan 2007 (pt 0011)

Telephone Numbers
Mrs. Dunwoody: To ask the Secretary of State for Education and Skills what the revenue was from use of the 0870 telephone number used by the Office of Parliamentary Under-Secretary of State (Schools) in 2005-06; how many other ministerial private offices in his Department have 0870 telephone numbers printed on their headed notepapers; and what the revenue was from each in 2005-06. [112740]

Mr. Dhanda: The Department for Education and Skills does not participate in revenue share schemes associated with 0870 telephone numbers and therefore derives no revenue from the use of these numbers. The headed notepaper used by all ministerial private offices includes a reference to the Department's non revenue share 0870 main switchboard number.


Title: Re: Parliamentary update
Post by idb on Jan 13th, 2007 at 4:49am
House of Commons Hansard Written Answers for 08 Jan 2007 (pt 0015)

Telephone Services
Lynne Featherstone: To ask the Secretary of State for Culture, Media and Sport what steps Ofcom is taking to inform the public of the cost of 0871 numbers. [108538]


Title: Re: Parliamentary update
Post by idb on Jan 13th, 2007 at 4:50am
House of Commons Hansard Written Answers for 18 Dec 2006 (pt 0035)

Telephone Services
Lynne Featherstone: To ask the Secretary of State for Culture, Media and Sport what the (a) schedule and (b) consultation process is for the regulation of 0871 numbers; and if she will make a statement. [108542]

Margaret Hodge: From early 2008, the premium rate services regulator, the Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS) will regulate 0871 telephone
18 Dec 2006 : Column 1608W
numbers. Extension of the regulatory framework for premium rate services is in accordance with the decision of the independent regulator, the Office of Communications (Ofcom) published on 19 April 2006, following public consultation. ICSTIS will lead the development of regulatory proposals for the 0871 range of numbers. A decision on how 0871 services will be regulated has not been taken and ICSTIS will consult on plans before they are introduced. An outline timetable proposes public consultation on regulatory safeguards during February and March 2007 with a view to submitting proposals to Ofcom and the EU in July 2007 and ICSTIS' regulation of 0871 services taking effect in January 2008. ICSTIS expect to make available a full project plan early in 2007.


Title: Re: Parliamentary update
Post by idb on Jan 13th, 2007 at 4:53am
House of Commons Hansard Written Answers for 09 Jan 2007 (pt 0023)

Jobcentre Plus
Mr. Laws: To ask the Secretary of State for Work and Pensions what assessment he has made of the recent performance of Jobcentre Plus in dealing with claimants; and if he will make a statement. [102175]

Mr. Jim Murphy: The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide the hon. Member with the information requested.

Letter from Leslie Strathie, dated 9 January 2007:

The Secretary of State has asked me to reply to your question asking what assessment he has made on the performance of Jobcentre Plus in dealing with claimants. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.

Jobcentre Plus employs around 71,000 staff dealing with some 235 million contacts from customers per year. Every working day, we conduct 36,000 work-focused interviews, and process over 15,000 new benefit claims. Through our website, we enable customers to access details of around 300,000 job vacancies.

We are part way through a process to transform the way the business operates to provide improved labour market and benefit services more efficiently and with fewer staff. In our new offices, which are already in place across most of the country, customers experience a more welcoming and professional environment and our Contact Centres and e-channels provide greater flexibility in the ways customers can contact us. I am pleased to say that, this year, Contact Centre performance has consistently exceeded our internal target of answering 90 percent of calls. from customers. In addition, the vast majority of people contacting Jobcentre Plus to make a new claim for benefit can expect to be called back within 36 hours (currently 86 per cent.), helping to ensure that people receive the financial and work-focused support that they need at the earliest possible opportunity.

Following pilots of a new Standard Operating Model in North Lincolnshire and Central London, Jobcentre Plus has begun to roll-out changes to its delivery model to improve further our customer service. Changes to be introduced over the coming months include: an 0800 number for new claims customers, to replace the 0845 service; and a single call to the contact centre to claim benefit.


Title: Re: Parliamentary update
Post by NGMsGhost on Jan 13th, 2007 at 10:04am

idb wrote on Jan 13th, 2007 at 4:47am:
Mr. Dhanda: The Department for Education and Skills does not participate in revenue share schemes associated with 0870 telephone numbers and therefore derives no revenue from the use of these numbers. The headed notepaper used by all ministerial private offices includes a reference to the Department's non revenue share 0870 main switchboard number.


Then does the Secretary of State for Education need to resign for having agreed to the use of an 0870 number from which their telco partner is raking off huge profits but is costing callers a fortune with no benefit to the government as well? :o

This answer to this parliamentary question has to be a lie.  I bet they got free phone and switchboard equipment or discounted line rental or an offset on their outgoing calls out of their telecoms supplier instead.

Title: Re: Parliamentary update
Post by NGMsGhost on Jan 13th, 2007 at 10:07am

idb wrote on Jan 13th, 2007 at 4:53am:
Following pilots of a new Standard Operating Model in North Lincolnshire and Central London, Jobcentre Plus has begun to roll-out changes to its delivery model to improve further our customer service. Changes to be introduced over the coming months include: an 0800 number for new claims customers, to replace the 0845 service; and a single call to the contact centre to claim benefit.


Another victory of sorts although one does wonder why they needed to get an 0800 number with all the extra cost implications involved for the government and also problems of extra cost for mobile phone users rather than just a new a 0300 or 0345 phone number charged as per 01/02 phone calls?

Title: Re: Parliamentary update
Post by kk on Jan 13th, 2007 at 10:10am
The statement from Job Centre above:  (idb #94 - at the end)    “.... Changes to be introduced over the coming months include: an 0800 number for new claims customers, to replace the 0845 service; and a single call to the contact centre to claim benefit.”  is an encouraging sign that the push to eradicate 084x/087x number is having some impact.  When complaining about the use of 084x/087x numbers the Job Centre change of hart is a useful example to quote.

I agree with NGM - they should use the new "03" number.

Title: Re: Parliamentary update
Post by NGMsGhost on Jan 13th, 2007 at 10:22am
But incredibly HMRC (nee Inland Revenue) is still training staff to tell callers who complain about their 0845 number that it is charged at "Local Rate".  A member of their call centre staff told me that regardless of what he might personally know about the cost of calls to these numbers that this was what senior management trained him to tell people was the call cost. :o

Some FOIs in that quarter are definitely required.

Title: Re: Parliamentary update
Post by bbb_uk on Jan 13th, 2007 at 1:11pm

idb wrote on Jan 13th, 2007 at 4:53am:
Following pilots of a new Standard Operating Model in North Lincolnshire and Central London, Jobcentre Plus has begun to roll-out changes to its delivery model to improve further our customer service. Changes to be introduced over the coming months include: an 0800 number for new claims customers, to replace the 0845 service; and a single call to the contact centre to claim benefit.
I agree with NGM and kk and use the new 03x number.  As much as I like freephone numbers I believe on this occasion it would cost the government even more money and this would lead to yet higher taxes.  An 03x is a perfect compromise if you ask me.

Title: Re: Parliamentary update
Post by Tanllan on Jan 13th, 2007 at 7:07pm
I fear that it again demonstrates a lack of understanding about mobile tariffs. Probably because they do not pay their own bills.
And also the acceptance of telco insistence that they can not divert 01/02X calls easily...

Title: Re: Parliamentary update
Post by idb on Feb 28th, 2007 at 11:44pm
House of Commons Hansard Written Answers for 27 Feb 2007 (pt 0033)

NHS: Telephone Services

Mr. Lancaster: To ask the Secretary of State for Health if she will take steps to prevent the NHS from using 0870 premium rate telephone numbers for patient hotlines. [123873]

Andy Burnham: We banned national health service dentists, NHS opticians, general practitioner practices and GP out-of-hours providers from using 087 premium rate numbers from April 2005.

Decisions on which telephone numbers and systems to use are taken locally.

My noble Friend, the former Minister of State (Lord Warner) wrote to primary care trusts in December 2006 to draw their attention to the Central Office of Information guidance on telephone numbering—“Cost to the Citizen”. That guidance states that primary care trusts should ensure that NHS dentists, NHS opticians and GP practices, including out-of-hours providers in their area, should consider carefully the best option for their patients.


Title: Re: Parliamentary update
Post by NGMsGhost on Feb 28th, 2007 at 11:50pm

idb wrote on Feb 28th, 2007 at 11:44pm:
That guidance states that primary care trusts should ensure that NHS dentists, NHS opticians and GP practices, including out-of-hours providers in their area, should consider carefully the best option for their patients.


i.e. they can do whatever they like as the BBC so arrogantly and repeatedly proves,  so the COI guidelines are completely and utterly useless.

Title: Re: Parliamentary update
Post by idb on Feb 28th, 2007 at 11:54pm
House of Commons Hansard Written Answers for 27 Feb 2007 (pt 0032)

Hospitals: Telephones

Bob Russell: To ask the Secretary of State for Health (1) how much the company Patientline paid to the national health service in the 2005-06 financial year for the right to provide non-medical services for patients; [120023]

(2) how much profit Patientline made from the provision of non-medical services for NHS patients in 2005-06; what percentage of turnover this represented; and if she will make a statement. [120033]

Mr. Ivan Lewis: Patientline provides non-clinical services to patients in the form of bedside television and telephone services in around 117 national health service trusts in England. The company makes no payments to those trusts for the right to provide these services.

Patientline does pay trusts for space rental and reimburses them for the cost of power used by the bedside systems. In one case, it also reimbursed a trust for costs it incurred for cabling used by the Patientline system.

In 2005-06, these payments totalled approximately £400,000, of which £250,000 was for the installation of cabling.

Where Patientline operates payphones for NHS trusts, in non-ward areas, trusts receive a share of the revenue earned. This was just over £100,000 in the last financial year.

Patientline is a publicly listed company. It provides information about its profit and loss in its annual report and accounts.


Title: Re: Parliamentary update
Post by idb on Feb 28th, 2007 at 11:57pm
Questions for Oral or Written Answer
beginning on Wednesday 28 February 2007
(the 'Questions Book')

Part 1: Written Questions for Answer on
Wednesday 28 February 2007

Mr Don Foster (Bath):To ask the Secretary of State for Trade and Industry, how many times the Independent Committee for the Supervision of Standards of Telephone Services (ICSTIS) has (a) issued formal reprimands to service providers, (b) ordered service providers to submit future promotions and services to them for prior approval for a set period, (c) ordered a service provider to pay reasonable and valid claims for compensation, (d) imposed fines on service providers, (e) barred service providers access to service and (f) banned named individuals from operating services for set periods for breaching the ICSTIS Code of Practice.

Title: Re: Parliamentary update
Post by idb on Feb 28th, 2007 at 11:58pm
House of Commons Hansard Written Answers for 20 Feb 2007 (pt 0004)

Text Messages

Mr. Burstow: To ask the Secretary of State for Culture, Media and Sport what representations she has received on the use of unsolicited mobile telephone text messages for which people are charged; and if she will make a statement. [114648]

Margaret Hodge: I have been asked to reply.

The Department for Culture, Media and Sport has received no representations relating to unsolicited mobile telephone text messages. However, the Department of Trade and Industry does receive occasional written correspondence on this issue. It is the Government's aim to have controls that safeguard the consumer but do not hamper the development of the telecommunications market.

Unsolicited text (SMS) messages are illegal under statutory controls that were introduced as part of the Privacy and Electronic Communications (EC Directive) Regulations 2003. Enforcement is undertaken by the Information Commissioner whose office is a wholly independent body, answerable to Parliament directly rather than to Ministers. The Office will investigate complaints and take formal action against those who have wilfully or negligently continued to breach the Regulations.

Industry safeguards require that consumers must be clearly informed by text about what they have subscribed to, the cost, and how to stop the service (a consumer must be able to switch off the service with the universal ‘stop' command). All the UK mobile operators have signed up to these safeguards and require content providers using their networks to comply with them. If they do not comply, then the networks will suspend the provider's service for breaching the safeguards thereby blocking the service.

The body that governs premium rate services isthe Independent Committee for the Supervisionof Standards of Telephone Information Services (ICSTIS). ICSTIS can investigate and fine companies, barring access to services where there is found to be a breach of the regulations. ICSTIS can be contacted at ICSTIS, Freepost WC 5468, London SE1 2BR www.icstis.org.uk. Telephone: 0800 500 212 (free call; Office hours).


Title: Re: Parliamentary update
Post by idb on Mar 27th, 2007 at 1:49am
House of Commons Hansard Written Answers for 20 Mar 2007 (pt 0005)

Revenue and Customs: Telephone Services

Mr. Iain Wright: To ask the Chancellor of the Exchequer what estimate he has made of the costs of (a) transferring 0845 codes for HM Revenue Customs and Services to a freephone 0800 service and (b) using a system where the customer is informed of his or her place in the telephone queue system and the likely time their call will be answered; and if he will assess the merits of introducing such changes. [127105]

Dawn Primarolo: HMRC keeps its policy and practice for handling telephone calls from customers through its centrally managed contact centre network under constant review. It remains HMRC current policy to operate customer facing helplines using an 0845 rather than a "freephone" 0800 prefix as the Department believes this strikes the right balance of cost between the customer and the public purse.

HMRC is however also keeping a close watch on proposals being taken forward by Ofcom to introduce a new range of non-geographic "030" numbers.


Title: Re: Parliamentary update
Post by idb on Mar 27th, 2007 at 1:50am
House of Commons Hansard Written Answers for 19 Mar 2007 (pt 0029)

Economic and Monetary Union

Mr. Francois: To ask the Chancellor of the Exchequer what the cost to date has been of his Department's Euro Information line on 0845 601 0199. [126748]

Mr. Timms: The Euro Information line was established in 1998 for use by business and the general public to request information or to order published material made available on the Treasury's euro website (www.euro.gov.uk). The cost of Euro Information line is met from within the Treasury's departmental expenditure limit. The direct costs for the helpline currently amount to £185.96 per year plus VAT. The costs of staff time in dealing with calls is not recorded separately.

Mr. Francois: To ask the Chancellor of the Exchequer how many calls have been made by businesses to his Department's Euro Information line on 0845 601 0199 requesting information on euro introduction or trade with euro area businesses since the introduction of the line. [126752]

Mr. Timms: Information on calls to the line is not available in the format requested. The total number of call minutes to the line from February 2001 to February 2007 was approximately 19,000. It is not recorded how many calls this represents, nor what proportion of the call minutes originated from businesses.


Title: Re: Parliamentary update
Post by idb on Mar 27th, 2007 at 1:53am
Order Book Part 1

Part 1: Written Questions for Answer on
Thursday 15 March 2007

350
Mr David Laws (Yeovil):To ask the Secretary of State for Work and Pensions, how many calls to the central 0845 608 8564 Jobcentre Plus number were made in each month for which records are available; what the average time taken to answer customer calls to the number was in each month; and how many calls to the number were terminated before being answered in each month.
(127850)  
351
Mr David Laws (Yeovil):To ask the Secretary of State for Work and Pensions, what the maximum cost per minute is of calling the central 0845 608 8564 Jobcentre Plus number from (a) a land line and (b) a mobile telephone.
(127851)  
352
Mr David Laws (Yeovil):To ask the Secretary of State for Work and Pensions, which sections of Jobcentre Plus have to use the central 0845 608 8564 Jobcentre Plus number to make enquiries with central benefits teams; and which sections have alternative numbers by which to contact central benefit teams.

Title: Re: Parliamentary update
Post by idb on Mar 28th, 2007 at 10:34pm
Lords Hansard text for 20 Mar 200720 Mar 2007 (pt 0001)


Agriculture: Wages

Lord Hylton asked Her Majesty's Government:

In what ways they have publicised the existence of the Agricultural Wages Team Helpline; and how incoming migrant workers are informed about the national minimum wage. [HL2557]

The Minister of State, Department for Environment, Food and Rural Affairs (Lord Rooker): The Agricultural Wages Team Helpline is publicised on the Defra website and information about the helpline is included in the agricultural wages order. The number of the helpline is 0845 0000134.


Title: Re: Parliamentary update
Post by idb on Mar 31st, 2007 at 12:26am
A follow up to post #108

House of Commons Hansard Written Answers for 29 Mar 2007 (pt 0012)

Jobcentre Plus: Telephone Services

Mr. Laws: To ask the Secretary of State for Work and Pensions (1) how many calls to the central 0845 608 8564 Jobcentre Plus number were made in each month for which records are available; what the average time taken to answer customer calls to the number was in each month; and how many calls to the number were terminated before being answered in each month; [127850]

(2) what the maximum cost per minute is of calling the central 0845 608 8564 Jobcentre Plus number from (a) a land line and (b) a mobile telephone; [127851]

(3) which sections of Jobcentre Plus have to use the central 0845 608 8564 Jobcentre Plus number to make inquiries with central benefits teams; and which sections have alternative numbers by which to contact central benefit teams; [127852]

(4) how telephone and fax numbers for central benefits teams are circulated to (a) Jobcentre Plus offices and (b) Citizen's Advice Bureau offices. [127853]

Mr. Jim Murphy: The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide the hon. Member with the information requested.

Letter from Lesley Strathie, dated 29 March 2007:

The Secretary of State has asked me to reply to your questions asking about calls made to the 08456 088564 Jobcentre Plus number of the Department for Work and Pensions; the use of alternative numbers by Jobcentre Plus; and the circulation of telephone and fax numbers to Jobcentre Plus offices and Citizens Advice Bureau offices. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.


The telephone number 08456 088564 relates to Exeter, which we are currently converting into a Benefits Delivery Centre. The current telephony system only gathers limited management information. The information we hold shows an increase in calls answered each month from 6,426 calls in December 2006 to 7,385 in January 2007 and 7,770 in February 2007. However, the current system does not provide data detailing the average time taken to answer calls or how many calls were terminated before being answered.

An average call lasts about 4 minutes—the calls cost (set by BT) between 1-3p per minute (from a landline) depending on the time of day. Call charges from mobile telephones vary depending on the service provider.

All Jobcentre Plus offices in Somerset were given alternative direct dial telephone numbers for central benefit teams. In addition, an e-mail procedure has been established to allow Jobcentre Plus staff to contact the processing teams, to improve communication. This will be in place by Mid April. The telephone and fax numbers were shared with Citizens Advice Bureau offices by means of a leaflet issued in the week prior to the introduction of the 0845 number on 05 December 2006.

I hope this is helpful.


Title: Re: Parliamentary update
Post by idb on Apr 3rd, 2007 at 2:33am
Questions for Oral or Written Answer
beginning on Monday 16 April 2007
(the 'Questions Book')


Mrs Caroline Spelman (Meriden): To ask the Secretary of State for the Home Department, if he will list the (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by his Department.

Title: Re: Parliamentary update
Post by idb on May 5th, 2007 at 1:08am
Lords Hansard text for 2 May 200702 May 2007 (pt 0001)

Department for Constitutional Affairs: Telephone Numbers
Lord Tyler asked Her Majesty's Government:

How many non-geographic telephone numbers are in use by the Department for Constitutional Affairs and its agencies; what services can be accessed by calling each of them; and what revenue has been received from them between September 2004 and September 2006. [HL3304]

Lord Evans of Temple Guiting: My department has 12 0500 numbers, seven 0800 numbers; 53 0845 numbers, 43 0870 numbers and one 0900 number, that are in use for the public. In addition there are a further 481 0870 numbers that are used internally on its Goldfax system. The department does not keep a central record of all the services that can be accessed through each of the numbers. That information could be obtained only at disproportionate cost. The revenue received from the 0900 number, which is used for the bankruptcy and company court search line, between April 2005 (when the line came into operation) and September 2006, was £59,373.43.

The department's central recruitment unit uses 41 0870 numbers for its recruitment campaigns. The revenue received between September 2004-September 2006 was £7,847.74. HM Land Registry operates a number of 0870 numbers for land registry services and the revenue from these was £426,990.15 for the period September 2004 to September 2006.

Title: Re: Parliamentary update
Post by idb on May 5th, 2007 at 1:09am
Lords Hansard text for 30 Apr 200730 Apr 2007 (pt 0004)

Telephone Numbers: MoD
Lord Tyler asked Her Majesty's Government:

How many non-geographic telephone numbers are in use by the Ministry of Defence and its agencies; what services can be accessed by calling each of them; and what revenue has been received from them between September 2004 and September 2006. [HL3302]

The Parliamentary Under-Secretary of State, Ministry of Defence (Lord Drayson): The use of 0800, 0845 or 0870 numbers in the department and its agencies is determined at local level in accordance with individual business requirements and ordered directly from the supplier. Records of these numbers are not held centrally and could only be provided at disproportionate cost.

Telephone Numbers: Treasury
Lord Tyler asked Her Majesty's Government:

How many non-geographic telephone numbers are in use by HM Treasury and its agencies; what services can be accessed by calling each of them; and what revenue has been received from them between September 2004 and September 2006. [HL3266]

Lord Davies of Oldham: The information requested is not readily available, and could only be provided at disproportionate cost.




Title: Re: Parliamentary update
Post by idb on May 5th, 2007 at 1:12am
Questions for Oral or Written Answer
beginning on Tuesday 8 May 2007
(the 'Questions Book')

Mark Lazarowicz (Edinburgh North and Leith): To ask the Secretary of State for Defence, how many telephone helplines are sponsored by his Department with the prefix (a) 0870 and (b) 0845; and whether alternative geographic numbers are available in each case.

Title: Re: Parliamentary update
Post by idb on May 5th, 2007 at 1:15am
House of Commons - Work and Pensions - Memoranda

10. COMMON ISSUES

1. The DWP have a freephone 0800 telephone helpline for their lowest income customers, HMRC charge their most vulnerable customers using 0845 numbers. Customers are required to contact both Departments frequently to notify changes in circumstances. When dealing with their tax credits customers at or around means-tested benefits levels, we recommend that HMRC should offer 0800 numbers.



Title: Re: Parliamentary update
Post by idb on May 5th, 2007 at 1:17am
Lords Hansard text for 26 Apr 200726 Apr 2007 (pt 0002)

Lord Tyler asked Her Majesty's Government:

How many non-geographic telephone numbers are in use by the Department for International Development and its agencies; what services can be accessed by calling each of them; and what revenue has been received from them between September 2004 and September 2006. [HL3267]

The Lord President of the Council (Baroness Amos): DfID has one non-geographic telephone number—0845 300 4100—for its public inquiry point. The department received no revenue from this line between September 2004 and September 2006.


Title: Re: Parliamentary update
Post by idb on May 5th, 2007 at 1:19am
Questions for Oral or Written Answer
beginning on Tuesday 8 May 2007
(the 'Questions Book')


Mr Denis MacShane (Rotherham): To ask the Secretary of State for Health, what complaints she has received about Patientline; and if she will make a statement.

Title: Re: Parliamentary update
Post by idb on May 19th, 2007 at 5:33pm
Lords Hansard text for 9 May 200709 May 2007 (pt 0005)

Telephone Numbers: Defra
Lord Tyler asked Her Majesty's Government:

How many non-geographic telephone numbers are in use by the Department for Environment, Food and Rural Affairs and its agencies; what services can be accessed by calling each of them; and what revenue has been received from them between September 2004 and September 2006. [HL3299]

The Minister of State, Department for Environment, Food and Rural Affairs (Lord Rooker): My department and our agencies have a number of non-geographical telephone numbers in use, provided by a variety of service providers, dependent on location. The current count equates to 28 made up of 0870, 0845 and 08459 prefixes, all of which provide helpline services to our customers. The department does not collect any revenue for their use.

Telephone Numbers: DWP
Lord Tyler asked Her Majesty's Government:

How many non-geographic telephone numbers are in use by the Department for Work and Pensions and its agencies; what services can be accessed by calling each of them; and what revenue has been received from them between September 2004 and September 2006. [HL3264]

The Parliamentary Under-Secretary of State, Department for Work and Pensions (Lord McKenzie of Luton): Under arrangements with our telephony supplier, the DWP has 2299 non-geographic telephone numbers in use for a variety of purposes.

The department delegates the administration and management of non-geographic telephone numbers to local management at operational level. The information on services linked to individual telephone numbers broken down by departmental units and its agencies is not available.

Obtaining the revenue information for the total period requested would incur disproportionate costs. However, figures for January to September 2006 are available: the revenue received amounted to £321,948, which was offset against DWP telephony costs.


Title: Re: Parliamentary update
Post by idb on May 19th, 2007 at 5:34pm
House of Commons Hansard Written Answers for 09 May 2007 (pt 0006)

Departments: Telephone Services

Mark Lazarowicz: To ask the Secretary of State for Defence how many telephone helplines are sponsored by his Department with the prefix (a) 0870 and (b) 0845; and whether alternative geographic numbers are available in each case. [136257]

Derek Twigg: The use of 0800, 0845 or 0870 numbers in the Department and it's Agencies is determined at local level in accordance with individual business requirements and ordered directly from the supplier. Records of these numbers are not held centrally and could be provided only at disproportionate cost.


Title: Re: Parliamentary update
Post by idb on May 19th, 2007 at 5:36pm
Order Book Part 1

Mark Lazarowicz (Edinburgh North and Leith):To ask Mr Chancellor of the Exchequer, how many telephone helplines are sponsored by his Department with the prefix (a) 0870 and (b) 0845; and whether alternative geographic numbers are available in each case.

Title: Re: Parliamentary update
Post by idb on May 19th, 2007 at 5:39pm
Uncorrected Evidence 251

MINUTES OF EVIDENCE

TAKEN BEFORE

PUBLIC ADMINISTRATION SELECT COMMITTEE

PUBLIC SERVICES: PUTTING PEOPLE FIRST

Thursday 1 March 2007

Q67 David Heyes: It is the repetitive nature of the complaints that is so frustrating to us. There seems to be no learning taking place. We will resolve some ourselves, as MPs, and then ultimately they get referred on to the Ombudsman. The casework MP helpline facility is good but I do not get any sense that there is any kind of feedback for the organisation to learn from what takes place there, the admission of failing. You have talked in general terms about the need to make things better, to get more systematic. You have said you have improved procedures in place. I do not have any sense of what that is. What things have you been doing that are going to have a really dramatic impact on this still appalling figure of 90,000 you just mentioned?

Mr Gray: Could I give you two or three examples, and I can give you some more later if you want, of the sorts of things we have done, largely in response to complaints - and of course complaints are not the only feedback we are getting, but where complaints have played a significant part. We have now introduced a much simplified, two-page version of the tax credit award notice, reflecting a lot of the concerns we have been having. We have introduced a much shorter tax return for self-assessment taxpayers. We had a lot of complaints that everybody was getting the 40-page version, that this was unnecessary for large numbers of people and could we not think of a way of introducing something for people whose circumstances required self-assessment but were relatively straightforward. We introduced a two-page version which is now getting a 95 % positive rating in our research. We have introduced a simplified statement of account for self-assessment once an assessment has been made and, again, that has had a very welcome response. On telephone lines, for example, we do of course have quite a lot of people dealing with us phoning from overseas. Our standard phone lines, 0845 numbers, were not readily accessible to people calling us from overseas, so we have now introduced a dedicated phone line there. These are the sorts of things we have been doing.

Title: Re: Parliamentary update
Post by idb on May 19th, 2007 at 5:40pm
House of Commons Hansard Written Answers for 09 May 2007 (pt 0013)

Departments: Telephone Services
David Taylor: To ask the Secretary of State for Work and Pensions whether all customer helplines operated by his Department are freephone numbers. [132996]

Mrs. McGuire: No.

Most DWP helplines use 0845 numbers. The cost of contacting 0845 numbers varies dependant on the time the customer calls, the contract they have with their network provider, and whether calls are made from residential lines or mobile lines. BT advises that the most popular tariff used by residential lines is BT Customer Option 1 or 2. Under these schemes, the cost of peak time calls to 0845 numbers is 2.55 pence per minute.

Customers using mobile telephones are charged at their network provider's tariff for 0845 calls and may incur a charge even when dialling an 0800 number depending on the contract they have with their network provider.

If a customer indicates that they are concerned about the cost of a call, a call back will always be offered.

A breakdown for the Department's helplines and call rates are shown in the following table.

Helpline Call rate
Jobcentre Plus Jobseeker Direct
0845 Local rate

Jobcentre Plus Employer Direct
0845 Local rate

Jobcentre Plus First Contact (making a claim)
0845 Local rate. Currently an 0845 number but this is being replaced by an 0800 number. All First Contact, Contact Centres will have moved to the 0800 number by the end of May 2007.

National Benefit Fraud Hotline
0800 Free to landline callers.

Disability Careers Service Helpline
0845 Local rate.

Benefit Enquiry Line
0800 Free to landline callers.

Child Support Agency National Helpline
0845 Local rate.

The Pension Service
All the following services are provided by different 0845 local rate telephone lines: General enquiries Change of circumstances Claims for State Pension Pension forecasts Winter fuel queries Welsh Language Line

Pension Credit Application Line
0800 Free to landline callers.

International Pension Centre
0191 standard rate number for those who live, or have previously lived overseas.

Debt Management
Debt Management does not operate a "helpline" as such but access to debt centres is via an 0845 local rate number.


Title: Re: Parliamentary update
Post by idb on May 19th, 2007 at 5:43pm
House of Commons Hansard Written Answers for 10 May 2007 (pt 0014)


Hospitals: Telephones
Mr. MacShane: To ask the Secretary of State for Health (1) what payments her Department has made to Patientline; [135483]

(2) how many complaints she has received about Patientline. [135484]

Andy Burnham: The Department has not made any payments to Patientline. Contracts are agreed directly between the NHS trust and their chosen service provider. The service provider pays the costs of installation and managing the service and charges the patient directly, if they choose to use its services.

Since August 2005, some 182 members of the public have written to the Department about integrated bedside television and telephone services. The number of complaints this correspondence may contain is not identified separately.


Title: Re: Parliamentary update
Post by idb on May 19th, 2007 at 5:44pm
Order Book Part 1

Mr Denis MacShane (Rotherham):To ask the Secretary of State for Health, what recent meetings her Department has had with Patientline; what the outcomes were of those meetings; and if she will make a statement.

Title: Re: Parliamentary update
Post by NGMsGhost on May 21st, 2007 at 6:22pm
I see my subscription to this thread is again not operating properly and I have had to look at the updates manually.

Do I detect the hand of Daniel at work here.  I can't think of any other explanation other than an alleged technical glitch with the forum database.

Title: Re: Parliamentary update
Post by NGMsGhost on May 22nd, 2007 at 12:23am

idb wrote on May 19th, 2007 at 5:40pm:
Under these schemes, the cost of peak time calls to 0845 numbers is 2.55 pence per minute.


That is the Ex VAT price.  The Inc VAT price is 3p per minute.

It is illegal to quote ex VAT prices for pricing designed for retail customers.

Title: Re: Parliamentary update
Post by NGMsGhost on May 22nd, 2007 at 12:26am

idb wrote on May 19th, 2007 at 5:40pm:
Helpline Call rate
Jobcentre Plus Jobseeker Direct
0845 Local rate

Jobcentre Plus Employer Direct
0845 Local rate


Still the lies contine even in answers to Parliamentary Questions.

Truly disgusting. :o >:( :'(

Title: Re: Parliamentary update
Post by bill on May 22nd, 2007 at 10:11am

NGMsGhost wrote on May 21st, 2007 at 6:22pm:
I see my subscription to this thread is again not operating properly and I have had to look at the updates manually.

Do I detect the hand of Daniel at work here.  I can't think of any other explanation other than an alleged technical glitch with the forum database.

I think there must have been a technical glitch with the forum database.

Title: Re: Parliamentary update
Post by NGMsGhost on May 22nd, 2007 at 10:21am

bill wrote on May 22nd, 2007 at 10:11am:
I think there must have been a technical glitch with the forum database.


What makes you say that Bill?

Title: Re: Parliamentary update
Post by Heinz on May 22nd, 2007 at 2:07pm

NGMsGhost wrote on May 21st, 2007 at 6:22pm:
Do I detect the hand of Daniel at work here.

What made you say that Jules?

Title: Re: Parliamentary update
Post by NGMsGhost on May 22nd, 2007 at 3:10pm

Heinz wrote on May 22nd, 2007 at 2:07pm:
What made you say that Jules?


The only man with the power and the possible motive to do this.

By the way I would be most grateful if you could stick to referring to me by my forum name, especially when you haven't yet even yet revealed your own real world identity in the forum :-X.

And by the way I never use Jules. >:( [smiley=thumbdown.gif]

Title: Re: Parliamentary update
Post by idb on May 26th, 2007 at 3:31pm
Questions for Oral or Written Answer
beginning on Monday 4 June 2007
(the 'Questions Book')

448
Mr Owen Paterson (North Shropshire): To ask the Secretary of State for Transport, if he will list the agencies of his Department which advertise 0870 numbers as their contact numbers; and if he will make a statement.
(139845)  

449
Mr Owen Paterson (North Shropshire): To ask the Secretary of State for Transport, what total revenue was raised by the use by agencies responsible to his Department of 0870 numbers in each year since 1997.

Title: Re: Parliamentary update
Post by idb on May 26th, 2007 at 3:33pm
House of Commons

Hansard Written Answers for 24 May 2007 (pt 0021)

Departments: Telephone Services
Mark Lazarowicz: To ask the Secretary of State for Transport how many telephone helplines are sponsored by his Department with the prefix (a) 0870 and (b) 0845; and whether alternative geographic numbers are available in each case. [138489]

Gillian Merron: The requested details on 0870 and 0845 telephone helplines in the Department for Transport are as follows:

Number of 0845 and 0870 helplines
Services accessed from each
Whether alternative geographic numbers available

Department for Transport (Central)
0



DVLA
(1)17
Information services, automated self services, technical helpdesks, reporting unlicensed vehicles
No, apart from one general switchboard for public use

DSA
(1)4
All related to practical and theory driving test bookings
No

HA
(2)4
HA information line and central switchboard traffic England phone service and publications
Only the 0845 lines have corresponding 0121 numbers

MCA
(1)1
MCA Infoline
No

VGA
0



VOSA
(3)3
Public hotline, operator license credit card payment and national number
All also have geographical numbers available as contact numbers

GCDA
0



(1) All 0870.
(2) Two are 0845 and two are 0870.
(3) One is 0845 and two are 0870.


Title: Re: Parliamentary update
Post by idb on May 26th, 2007 at 3:34pm
House of Commons Hansard Written Answers for 24 May 2007 (pt 0013)

Departments: Telephone Services
Mark Lazarowicz: To ask the Chancellor of the Exchequer how many telephone helplines are sponsored by his Department with the prefix (a) 0870 and (b) 0845; and whether alternative geographic numbers are available in each case. [138486]

John Healey: The Treasury has no 0845 or 0870 telephone lines.


Title: Re: Parliamentary update
Post by idb on Aug 18th, 2007 at 2:07am
House of Commons Hansard Written Answers for 06 Jun 2007 (pt 0013)

Departments: Telephones Services

Mark Lazarowicz: To ask the Secretary of State for Environment, Food and Rural Affairs how many telephone helplines are sponsored by his Department with the prefix (a) 0870 and (b) 0845; and whether alternative geographic numbers are available in each case. [138483]

Barry Gardiner: DEFRA sponsors only one telephone helpline number that has an 0870 prefix. This number is for the Pet Travel Scheme (PETS) helpline, which provides advice on travelling with your pet into (or back into) the UK. There is not a published alternative geographic number for this service.

DEFRA sponsors 14 telephone helpline numbers with an 0845 prefix. Only one of these, the DEFRA Helpline, has a published alternative geographic number.


Title: Re: Parliamentary update
Post by idb on Aug 18th, 2007 at 2:08am
House of Commons Hansard Written Answers for 06 Jun 2007 (pt 0016)

Departments: Telephone Services
Mark Lazarowicz: To ask the Secretary of State for Health how many telephone helplines are sponsored by her Department with the prefix (a) 0870 and (b) 0845; and whether alternative geographic numbers are available in each case. [138484]


6 Jun 2007 : Column 567W

Mr. Ivan Lewis: The Department's main public facing telephone inquiry service, the Customer Service Centre, has a geographic number (020 7210 4850). The Department also uses a Government wide switchboard service (020 27210 3000). There are individual switchboard services for the Department's main buildings and these have geographic telephone numbers.

The Department's Executive Agencies, the Medicines and Healthcare products Regulatory Service (MHRA) and the NHS Purchasing and Supply Agency (PASA) also have geographic numbers.

The Department has a Healthy Start (formerly known as the Welfare Foods Helpline), a service operated under contract to provide assistance to nurseries and individuals with inquiries about welfare foods e.g. milk tokens. The numbers for members of the public are 0845 6076833/6076823. The number for commercial providers are 08707 203063/201688. These will be reviewed as part of the contract review in 2008.

NHS Direct uses a 0845 number 0845 4647. There is no geographic alternative.

The Department grant funds a wide range of voluntary and charitable organisations to provide services relating to health and healthy living. Some of these organisations include telephone helplines as part of their services. It is not possible, without incurring disproportionate cost, to identify individual projects with telephones services and whether geographic telephone numbers are used.


Title: Re: Parliamentary update
Post by idb on Aug 18th, 2007 at 2:11am
House of Commons Hansard Written Answers for 07 Jun 2007 (pt 0016)

Departments: Telephone Services
Mr. Paterson: To ask the Secretary of State for Transport what total revenue was raised by the use by agencies responsible to his Department of 0870 numbers in each year since 1997. [139846]

Gillian Merron: The total revenue raised by Department for Transport agencies since the Department was formed in 2002 is as follows:

Total revenue (£)
DVLA
 
2002-03
656,164

2003-04
874,965

2004-05
1,945,131

2005-06
2,423,517

2006-07
2,894,284

DSA
 
2002-03
(1)n/a

2003-04
(1)702,326

2004-05
(1)706,399

2005-06
(1)693,254

2006-07
(1)623,284

HA
(2)0

MCA
(2)0

VGA
(3)0

VOSA
 
2002-03
(1,4)n/a

2003-04
(4)10,386

2004-05
(4)63,407

2005-06
(4)72,397

GCDA
(3)0

n/a = not available
(1 )Figures only available since 2003-04
(2 )0870 service is non-revenue generating
(3 )Has no 0870 numbers
(4 )Figures only available from 2003-04. 2005-06 figure is subject to completion of audited accounts


Title: Re: Parliamentary update
Post by idb on Aug 18th, 2007 at 2:12am
House of Commons Hansard Written Answers for 13 Jun 2007 (pt 0029)

Departments: Telephone Services
Mark Lazarowicz: To ask the Secretary of State for Education and Skills how many telephone helplines are sponsored by his Department with the prefix (a) 0870 and (b) 0845; and whether alternative geographic numbers are available in each case. [138487]

Mr. Dhanda: The information as requested is not readily available centrally within the Department for Education and Skills (DFES). To respond fully would involve an extensive information collection exercise which would exceed the recommended disproportionate cost threshold. However, to be helpful, using a variety of information and data sources relating solely to DFES headquarters, the following information can be provided.

DFES currently sponsor seven telephone numbers with the prefix (a) 0870, and ten telephone numbers with the prefix (b) 0845. Alternative geographic telephone numbers are available in each case.


Title: Re: Parliamentary update
Post by idb on Aug 18th, 2007 at 2:13am
House of Commons Hansard Written Answers for 14 Jun 2007 (pt 0011)

Departments: Telephone Services
Mark Lazarowicz: To ask the Secretary of State for the Home Department how many telephone helplines are sponsored by his Department with the prefix (a) 0870 and (b) 0845; and whether alternative geographic numbers are available in each case. [138485]

Mr. Byrne: The number of telephone lines with the prefix 0870 and 0845 used by the Home Office, was printed in answer to a question from the hon. Member for Meriden (Mrs. Spelman) on 8 June 2007, Official Report, column 672W. Of the 63 listed, 27 (42.9 per cent.) have geographic alternatives.


Title: Re: Parliamentary update
Post by idb on Aug 18th, 2007 at 2:14am
House of Commons Hansard Written Answers for 11 July 2007 (pt 0007)

Jobcentre Plus: Telephone Services
Mr. MacNeil: To ask the Secretary of State for Work and Pensions what assessment he has made of the likely effect of the change to the use of the 0845 number for Jobcentre Plus on (a) Jobcentre Plus local offices and (b) their customers. [146686]

Mrs. McGuire: The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide the hon. Member with the information requested.

Letter from Lesley Strathie, dated 11 July 2007:

The Secretary of State has asked me to respond to your question asking what assessment he has made of the likely effect that the change to the use of the 0845 number for Jobcentre Plus will have on Jobcentre Plus local offices and their customers.

Centralisation of benefit processing represents part of the modernisation of Jobcentre Plus services. It allows us to build centres of expertise which will enable us to improve standards of customer service, develop greater expertise in meeting customers' needs and move work around the country to meet changes in local demand so reducing delays.

This way of working reduces benefit enquiry footfall in our local Jobcentre Plus offices, which means they can then concentrate their efforts in helping customers back to work.

11 July 2007 : Column 1502W—continued

Many of our customers find it easier to access our services now there is a choice of using the telephone, the internet or face to face. Centralising our benefit claims systems means customers have the option to make benefit enquiries from the privacy of their own homes and their calls will be answered by a pool of benefits experts. Creating a Contact Centre network means that we are better able to cope with peaks in demand.

We recognise that the telephone is not suitable for all customers and for this reason we continue to offer alternative means to contact us and to make benefit claims.

I hope this is helpful.


Title: Re: Parliamentary update
Post by derrick on Aug 18th, 2007 at 11:13am

idb wrote on Aug 18th, 2007 at 2:08am:
NHS Direct uses a 0845 number 0845 4647. There is no geographic alternative.


Not true!

There are geographical numbers, but NHS Direct will not publish them, from the Decision Notice from the ICO following my FOI request page 12, bullet 54 :-  

NHS Direct argue that releasing the geographic numbers would result in  
congestion of the system.

This link takes you to the Decision Notice

http://www.ico.gov.uk/upload/documents/decisionnotices/2007/fs_500108885.pdf

Title: Re: Parliamentary update
Post by NGMsGhost on Aug 18th, 2007 at 11:34am

derrick wrote on Aug 18th, 2007 at 11:13am:
Not true!

There are geographical numbers, but NHS Direct will not publish them, from the Decision Notice from the ICO following my FOI request page 12, bullet 54 :-


More like congestion of their contractual terms with their suppliers if their supplier is deprived of their revenue share.

Title: Re: Parliamentary update
Post by Dave on Aug 18th, 2007 at 12:33pm

idb wrote on Aug 18th, 2007 at 2:14am:
Letter from Lesley Strathie, dated 11 July 2007:

The Secretary of State has asked me to respond to your question asking what assessment he has made of the likely effect that the change to the use of the 0845 number for Jobcentre Plus will have on Jobcentre Plus local offices and their customers.

[…]

We recognise that the telephone is not suitable for all customers and for this reason we continue to offer alternative means to contact us and to make benefit claims.

Sounds like a typical DVLA-style reply.

Talking of which:


idb wrote on Aug 18th, 2007 at 2:11am:
Gillian Merron: The total revenue raised by Department for Transport agencies since the Department was formed in 2002 is as follows:

Total revenue (£)
DVLA
 
2002-03
656,164

2003-04
874,965

2004-05
1,945,131

2005-06
2,423,517

2006-07
2,894,284

DSA
 
2002-03
(1)n/a

2003-04
(1)702,326

2004-05
(1)706,399

2005-06
(1)693,254

2006-07
(1)623,284

HA
(2)0

MCA
(2)0

VGA
(3)0

VOSA
 
2002-03
(1,4)n/a

2003-04
(4)10,386

2004-05
(4)63,407

2005-06
(4)72,397

n/a = not available
(1 )Figures only available since 2003-04
(2 )0870 service is non-revenue generating
(3 )Has no 0870 numbers
(4 )Figures only available from 2003-04. 2005-06 figure is subject to completion of audited accounts

Who's with me in betting that the DVLA makes over £3 million this year (or would have if the changes that are proposed weren't/aren't going to happen)? Full marks to the DVLA for taxing those buy their tax disc via the "new" 0870 number rather than supporting their local Post Office.

Also remember that these figures are the amount paid to the call-recipients. The amount that callers have paid above the price of an 01/02 call will be far higher.

Those with (2) by them apparently let their telecoms provider take all the revenue.

Title: Re: Parliamentary update
Post by bbb_uk on Aug 18th, 2007 at 2:52pm

Dave wrote on Aug 18th, 2007 at 12:33pm:
Who's with me in betting that the DVLA makes over £3 million this year (or would have if the changes that are proposed weren't/aren't going to happen)?
I'll bet you £1million  ;D

To help me get this £1million to pay Dave, please feel free to ring me on a national rate 0871 number from anywhere the UK.  I, naturally, don't make a profit from this - instead I receive a micro-payment (according to Ofcom) and according to ICSTIS this is only used primarily to pay for network features!  ;D

[smiley=2vrolijk_08.gif]  [smiley=lolk.gif]

Title: Re: Parliamentary update
Post by Tanllan on Aug 24th, 2007 at 10:31am
And perhaps a "feature of your network" is good commission and trebles all round  ;D Wake up ICSTIS and OfinCOMp; perhaps just once think about why you were put in place (calm down NGM'SG).

Title: Re: Parliamentary update
Post by idb on Sep 20th, 2007 at 12:22am
Order Book Part 1

119
N  Peter Bottomley (Worthing West):To ask the Secretary of State for Health, if he will list by primary care trust the medical GP practices which use 0844 revenue-shaving telephone numbers; and what guidance he has issued on the use of such numbers.  
(155523)

Title: Re: Parliamentary update
Post by idb on Sep 20th, 2007 at 12:24am
House of Commons Hansard Written Answers for 26 Jun 2007 (pt 0002)

NHS: Non-geographic Numbers
Mr. Lancaster: To ask the Secretary of State for Health pursuant to the answer to question 138605, whether national health service organisations using 09 or 087 numbers established before April 2005 are still able to use them. [144976]

Andy Burnham: Regulations came into force in April 2005 which prevented national health service dentists, NHS opticians, general practitioner practices and out of hours providers from establishing new premium rate telephone numbers for patients seeking to contact services. Existing numbers were not affected. Ministers decided not to issue directions to enforce a migration of existing numbers to low-cost alternatives such as 0844 or 0845 in the light of Ofcom's decision to review its numbering system. Ofcom has now created a new country-wide number range 03 for public and not for profit bodies, which are charged to the consumer at the local rate, and has now started allocating numbers using the 03 prefix.

The Department expects decisions on telephone numbers in primary care to be based on what is in the
26 Jun 2007 : Column 617W
best interests of patients taking account of the Central Office of Information guidance on cost to the citizen.

NHS trusts and foundation trusts are not affected by the aforementioned regulations.


Title: Re: Parliamentary update
Post by irrelevant on Sep 20th, 2007 at 12:32am
"low-cost alternatives"
"local rate"

aargh!

Title: Re: Parliamentary update
Post by idb on Sep 20th, 2007 at 12:37am

irrelevant wrote on Sep 20th, 2007 at 12:32am:
"low-cost alternatives"
"local rate"

aargh!
There really isn't much hope when Her Maj's gov can't even understand the concept of NGNs. It simply demonstrates just how entrenched the whole 'local' and 'national' descriptors are in the mind of the public. One wonders whether these people actually look at their bill and see an hour call to a GN for 5p or whatever it is these days, and an hour call to 08X costing a fiver.

Title: Re: Parliamentary update
Post by idb on Sep 20th, 2007 at 12:49am

irrelevant wrote on Sep 20th, 2007 at 12:32am:
"low-cost alternatives"
"local rate"

aargh!

They certainly aren't low cost for those who use mobile phones, VOIP or payphones. Can't the government understand this very very simple fact?!

Title: Re: Parliamentary update
Post by irrelevant on Sep 20th, 2007 at 12:50am
Well for a long time "local" and "national" were the main criteria on deciding the cost of a call.  It's only comparatively recently that charging has dropped the distinction (although the early indirect suppliers only had the one rate, but it was generaly cheaper to use BT for the local calls!)

I would certainly doubt that most MPs have ever seen a phone bill.  They will have staff to do mundane things like that.   It's only us poor plebs that have to manage our own affairs that see what things actually cost!




Title: Re: Parliamentary update
Post by idb on Sep 20th, 2007 at 1:07am
http://www.publications.parliament.uk/pa/cm200607/cmselect/cmtran/435/435ii.pdf

House of Commons
Transport Committee
Passengers’
Experiences of Air
Travel
Eighth Report of Session 2006–07
Volume II

Q57 Clive EVord: Are there telephone booking
charges and how much do they vary?
Mr Evans: We have not done a survey on telephone
booking charges. The only ones we have come across
are those that have come through complaints. The
diVerences would be flat rate charges or using a
premium rate telephone line. When we discuss with
the carriers about the premium telephone lines, they
assure us they are all complying with ICSTIS
guidelines on using premium rate lines.

Q58 Clive EVord: We all know about ICSTIS
guidelines, do we not? Is there a problem with
airlines not telling customers about the charges they
may incur by booking over the phone?
Mr Evans: ICSTIS guidelines require the user of a
service to tell the person that they are speaking on a
premium rate line. That is generic. That is sometimes
the discussion we need to have, whether we have a
remedy in generic legislation or consumer protection
legislation, or whether we need to be calling for
something specific for air transport.

Q24 Chairman: Who are?
Mr Evans: British Airways and Easyjet. I think BA
has a flat rate charge and Easyjet has a premium rate
which you can call at. We only became aware of it
when a complainant told us it cost her £12.50 to
redeem her £20 voucher.

Q690Clive EVord: Without naming names, what
about the principle of additional charges for people
with disabilities?

Mrs Bates: We are against that. The DDA is very
much against that. It is not just the Ryanair thing
about paying for a wheelchair. There are other
hidden charges like, for instance, if I cannot book on
line for the assistance that I need. I have to ring what
is usually a premium rate number in order to book
the assistance which I am obliged to book and that
can run to an hour’s phone call. In my view and in
DPTAC’s view, that is a tax on my disability.

Submission 2: HM
I amcurrently in dispute with Ryanair who charged me 10 euros for booking my flights with a credit card.
In fact, I used a debit card but when I wrote to them (five lines of text which were absolutely specific about
the diVerence between credit and debit card charges) they responded, by e-mail, with a load of nonsense
about their tickets being non refundable! I then tried to contact them on that e-mail address to point out
the error of their ways but each time my e-mail was bounced back. I have now written to them again but
they won’t have received that letter yet.
I amsuggesting that Ryanair may deliberately charge a credit card fee even though tickets were purchased
with a debit card—and then deliberately send back letters or e-mails to complainants which do not address
that complaint. Considering that the loss to the complainant is 9 euros 53 cents it is likely that they get away
with hundreds or even thousands of instances of overcharging simply because the avenues of complaint are
so narrow and either “premium phone line” expensive or very slow.
Have I missed the boat on the Transport Select Committee or would it be worth sending you copies of
the correspondence? Better still, have you any evidence that my problem is not unique?

Memorandum submitted by Stuart Diack (PEAT 36)

The Daily Mirror (I understand Wednesday 25 April 2007), also reported that you are on a premium a
rate line (I think it’s 50p a minute ), that takes approximately 10 minutes to get through to someone at their
call centre. This is actually correct because I have had reason to phone them in the past and that’s roughly
how long it took me to get through to them.

Title: Re: Parliamentary update
Post by NGMsGhost on Sep 20th, 2007 at 8:54am

irrelevant wrote on Sep 20th, 2007 at 12:50am:
Well for a long time "local" and "national" were the main criteria on deciding the cost of a call.  It's only comparatively recently that charging has dropped the distinction (although the early indirect suppliers only had the one rate, but it was generaly cheaper to use BT for the local calls!)


I used an early indirect access code (1615) service in the late 90s called AXS Telecom.  It was cheaper to use them for both local and national rate calls in the weekday daytime as all calls cost 2p per minute (no connection fee) at all times and Local Calls cost 4p per minute and National Calls 7.91p per minute with BT in the weekday daytime.  The only BT Together at that stage was one you had to pay an extra fee for and the resulting call prices were still higher than those of AXS Telecom.  AXS then became Liberty Surf and then finally Tiscali.


Quote:
I would certainly doubt that most MPs have ever seen a phone bill.  They will have staff to do mundane things like that.   It's only us poor plebs that have to manage our own affairs that see what things actually cost!


My my dad was an MP for 25 years and I can assure you he always looked at and paid his own BT home phone bill for our real family home.  The phones at the House of Commons are provided by Parliament on a large company office basis but any overseas calls always had to have a chit filled out to justify their purpose or otherwise the MP would receive a bill for those.

Backbench MPs (as he was) are not really such powerful people compared to large company directors who can command the fate of hundreds or thousands of staff (an MP only usually has 3 or 4 staff working for them at post and some of those usually part time).  The powerfulness of MPs comes only really from who else they interact with and the fact that a letter from an MP will get an extremely thorough reply and usually corrective action taken to fix their constituents problem by almost any organisation (no matter how usually inefficient or customer non reactive).

Title: Re: Parliamentary update
Post by derrick on Sep 20th, 2007 at 11:47am

irrelevant wrote on Sep 20th, 2007 at 12:50am:
Well for a long time "local" and "national" were the main criteria on deciding the cost of a call[highlight].  It's only comparatively recently that charging has dropped the distinction[/highlight] (although the early indirect suppliers only had the one rate, but it was generaly cheaper to use BT for the local calls!)

I would certainly doubt that most MPs have ever seen a phone bill.  They will have staff to do mundane things like that.   It's only us poor plebs that have to manage our own affairs that see what things actually cost!



Recently?? BT stopped the differential in July 2004, over 3 years ago, and most if not all telcos followed suit

Title: Re: Parliamentary update
Post by irrelevant on Sep 20th, 2007 at 5:30pm

NGMsGhost wrote on Sep 20th, 2007 at 8:54am:

irrelevant wrote on Sep 20th, 2007 at 12:50am:
Well for a long time "local" and "national" were the main criteria on deciding the cost of a call.  It's only comparatively recently that charging has dropped the distinction (although the early indirect suppliers only had the one rate, but it was generaly cheaper to use BT for the local calls!)


I used an early indirect access code (1615) service in the late 90s called AXS Telecom.  It was cheaper to use them for both local and national rate calls in the weekday daytime as all calls cost 2p per minute (no connection fee) at all times and Local Calls cost 4p per minute and National Calls 7.91p per minute with BT in the weekday daytime.  The only BT Together at that stage was one you had to pay an extra fee for and the resulting call prices were still higher than those of AXS Telecom.  AXS then became Liberty Surf and then finally Tiscali.

Yes, I used AXS myself.  I was actually thinking of early indirect suppliers, such as Mercury's 2300 service, which I used in the late 80's.  (being one of the first 500 customers, if they allocated acount numbers sequentially.)  Compared to that timeframe, 3 years IS recent!  :)  I haven't got the prices to hand, but it was, at the time, certainly the case that local calls were cheaper to use BT for - the custom dialers had special procedures to enter your local area prefix(es) so as to avoid using Mercury.


Quote:
[quote]I would certainly doubt that most MPs have ever seen a phone bill.  They will have staff to do mundane things like that.   It's only us poor plebs that have to manage our own affairs that see what things actually cost!


My my dad was an MP for 25 years and I can assure you he always looked at and paid his own BT home phone bill for our real family home.  The phones at the House of Commons are provided by Parliament on a large company office basis but any overseas calls always had to have a chit filled out to justify their purpose or otherwise the MP would receive a bill for those.

Backbench MPs (as he was) are not really such powerful people compared to large company directors who can command the fate of hundreds or thousands of staff (an MP only usually has 3 or 4 staff working for them at post and some of those usually part time).  The powerfulness of MPs comes only really from who else they interact with and the fact that a letter from an MP will get an extremely thorough reply and usually corrective action taken to fix their constituents problem by almost any organisation (no matter how usually inefficient or customer non reactive).[/quote]

My apologies to your father, and no disrespect was meant to anybody by my rather sweeping generalisation.  I had in mind the sort of headline grabbing politician who seems to prefer looking at cameras than actually doing some real work.  It is just unfortunate that often it seems as though those making policy in this country have no knowledge on how things realy work.

(our local MP for instance has now risen to the exhaulted rank of Secretary of State for Communities and Local Government and is therefore even more useless than before..)

Title: Re: Parliamentary update
Post by idb on Oct 3rd, 2007 at 4:00am
House of Commons Hansard Written Answers for 01 Oct 2007 (pt 0001)

Health
General Practitioners: Telephone Services
Peter Bottomley: To ask the Secretary of State for Health if he will list by primary care trust the medical GP practices which use 0844 revenue-shaving telephone numbers; and what guidance he has issued on the use of such numbers. [155523]


1 Oct 2007 : Column 2342W

Mr. Bradshaw: The Department does not collect information on telephone numbers in use by general practitioners practices.

Lord Warner wrote to primary care trust chief executives on 19 December 2006 about the use of non-geographical (084) telephone numbers by NHS services. The letter has been placed in the Library and is also available at:

http://www.dh.gov.uk/en/Publicationsandstatistics/Lettersandcirculars/Dearcolleagueletters/DH_064287

~ Edited by Dave: Hyperlink corrected

Title: Re: Parliamentary update
Post by idb on Oct 3rd, 2007 at 4:02am
Lords Hansard text for 1 Oct 200701 Oct 2007 (pt 0006)

Telephone Numbers: Home Office
Baroness Byford asked Her Majesty's Government:

Further to the Written Answer by Baroness Scotland of Asthal on 25 June (WA 120), what revenue has been received by them between September 2004 and September 2006 from national non-geographic telephone numbers in use by (a) the Criminal Records Bureau; (b) the Passport Service; (c) the Immigration and Enquiry Bureau; and (d) Siemens Business Service query letters. [HL4997]

The Parliamentary Under-Secretary of State, Home Office (Lord West of Spithead): The latest information available shows that £385,261.58 was generated from the 0870 numbers used for the Passport Adviceline for the last financial year of 2006-07. This figure covers both the Identity and Passport Service (IPS) and calls in response to Siemens Business Service query letters. This sum is deducted from the monthly invoice total from the Adviceline supplier and hence reduces the burden on the passport fee.

The Immigration and Enquiry Bureau (IEB) generated £73,999.35 up until 31 March 2005. IEB ceased taking any revenue from the three non-geographic numbers from 1 April 2005. The Criminal Records Bureau receives no income from non-geographic numbers. All three business areas are looking into using 03 numbers, in line with COI recommendations.

Title: Re: Parliamentary update
Post by loddon on Oct 3rd, 2007 at 8:39am

idb wrote on Oct 3rd, 2007 at 4:00am:
House of Commons Hansard Written Answers for 01 Oct 2007 (pt 0001)

Health
General Practitioners: Telephone Services
Peter Bottomley: To ask the Secretary of State for Health if he will list by primary care trust the medical GP practices which use 0844 revenue-shaving telephone numbers; and what guidance he has issued on the use of such numbers. [155523]

1 Oct 2007 : Column 2342W

Mr. Bradshaw: The Department does not collect information on telephone numbers in use by general practitioners practices.


This answer does NOT seem to be true.
The NHS Choices website contains details of all GPs with their address and phone number listed.

http://www.nhs.uk/servicedirectories/Pages/ServiceSearch.aspx

We should write to Peter Bottomley MP and let him know of this information.

Title: Re: Parliamentary update
Post by loddon on Oct 3rd, 2007 at 8:59am

idb wrote on Oct 3rd, 2007 at 4:00am:
Lord Warner wrote to primary care trust chief executives on 19 December 2006 about the use of non-geographical (084) telephone numbers by NHS services. The letter has been placed in the Library and is also available at:

www.dh.gov.uk/en/Publicationsandstatistics/Lettersand circulars/Dearcolleagueletters/DH_064287


This link does not work.   It produces this result  :----

"Error page
We are sorry but the page you are looking for cannot be found. It may have been removed, had its name changed or be temporarily unavailable.
Please click on the link below.
www.dh.gov.ukIf you think you got to this page in error, please contact us at the address below..
MB-Web-Feedback@doh.gsi.gov.uk"
http://www.dh.gov.uk/en/Publicationsandstatistics/Lettersand

Are the DoH actually trying to hide this letter?    Do not fear, we have the letter and this is it : ----

MS(R)102125
Richmond House
79 Whitehall
London
SW1A 2NL
Switchboard: 020 7210 3000

To: PCT Chief Executives
Gateway: 7632
19 December 2006

Dear Colleagues,
Use of Non-Geographical (‘084’) Telephone Numbers to contact NHS
Services.

On the 11 April 2005, the Department of Health wrote to PCT Chief
Executive’s advising them that the Department was reviewing the use of nongeographical
(‘084’) telephone numbers for patients to contact NHS services,
in the light of a consultation being carried out by Ofcom. The purpose of the
letter was to ensure that practices that were considering changing to nongeographical
telephone numbers were aware of the review before making a
decision
I am now writing to advise you that Ofcom, as a result of its latest
consultation, has decided to create a new country-wide number range - '03' -
which would be charged to the consumer at the same rate as calling a
geographical number and could be included in any inclusive or low-cost call
packages offered by landline or mobile phone companies. The '03' number
range is due to be introduced in early 2007. There has been no explicit
requirement made by Ofcom for practices to adopt a '03' telephone number
but this clearly has attractions.
I would also like to draw your attention to the Central Office of Information
(COI) guidance on telephone numbering and ask you to ensure that NHS
dentists, NHS opticians and GP practices, including out-of-hours providers in
your area, consider carefully the best option for their patients who should not
have to pay over the odds to contact their local services.
It is for individual practices to decide what is in their customer’s best interests,
taking account of the COI guidance on Cost to the Citizen. Normally this will
mean the lowest cost per call to the patient (local geographic number or
adopting a ‘03’ number).
I would also like you to consider what actions you need to take locally to
ensure that patients telephoning practices do not pay more than they would if
they called a local geographical telephone number. Any financial implications
from actions undertaken locally will have to be met within existing resources.
I would be grateful if you would ensure that all NHS dentists, NHS opticians
and GP practices, including out-of-hours providers in your area receive this
information.
We will be considering further any other action needed to optimise patient
access to services.
Yours sincerely
NORMAN WARNER"


This letter containsthe phrase "ensure that patients telephoning practices do not pay more than they would if they called a local geographical telephone number".  

In my opinion this is a clear DIRECTIVE, rather than mere guidance, to PCTs to not allow 0844/5 numbers to be used.

I would like to see Peter Bottomley take the DoH Ministers to task on this point.    No PCT should have allowed any GP to use such a number after December 2006.

Title: Re: Parliamentary update
Post by loddon on Oct 3rd, 2007 at 4:50pm

loddon wrote on Oct 3rd, 2007 at 8:59am:
I would like to see Peter Bottomley take the DoH Ministers to task on this point.    No PCT should have allowed any GP to use such a number after December 2006.


I sent this letter to Peter Bottomley MP today : ---

Dear Mr Bottomley,

I have read that you raised the following question in The House :--- Health General Practitioners: Telephone Services Peter Bottomley: To ask the Secretary of State for Health if he will list by primary care trust the medical GP practices which use 0844 revenue-shaving telephone numbers; and what guidance he has issued on the use of such numbers. [155523]

The reply was :--- 1 Oct 2007 : Column 2342W  Mr. Bradshaw: The Department does not collect information on telephone numbers in use by general practitioners practices.  Lord Warner wrote to primary care trust chief executives on 19 December 2006 about the use of non-geographical (084) telephone numbers by NHS services. The letter has been placed in the Library and is also available at:  http://www.dh.gov.uk/en/Publicationsandstatistics/Lettersandcirculars/Dearcolleagueletters/DH_064287

This answer does NOT seem to be true. The "NHS Choices" website contains details of all GPs with their address and phone number listed.  
http://www.nhs.uk/servicedirectories/Pages/ServiceSearch.aspx  
It would seem a simple task to extract a list of those doctors using 0844 numbers.

The reply from Ben Bradshaw refers to a letter from Lord Warner (NHS Minister) to PCT Chairmen dated 19th December 2006. This letter contains the phrase --- "ensure that patients telephoning practices do not pay more than they would if they called a local geographical telephone number".

My dictionary defines ENSURE as meaning "to make certain", "to guarantee". This is surely a directive rather than mere guidance. The letter tasks PCT Chairmen with making sure that patients do not pay more than a geographic call rate when phoning their doctor. Allowing surgeries to impose an 0844 or 0845 number on their patients appears to be a total dereliction of duty by those PCT Chairmen. The letter from Lord Warner is absolutely clear that any higher cost number is not to be used. It advises that the new 03 numbers may be considered. It certainly does not mean that 0844 or 0845 numbers are allowed. Indeed it is probably the use of 0844/5 and complaints by the public that caused this letter to be issued in the first place.

PCT Chairmen have now had 9 months to implement the directive given by Lord Warner. The current position should now be thoroughly investigated. How many more surgeries have set up 0844 numbers since December 2006?
Should Mr Bradshaw now be pressed to follow up by insisting that PCTs explain what they are doing to meet Lord Warner's instructions and what they are doing to correct those situations where 0844 was in use prior to December 2006?Should a deadline be set for the removal of 0844/5 numbers from surgeries?

Surely Mr Bradshaw should issue another letter to PCTs making it clear that 0844/5 numbers are NOT to be used, that no more surgeries must be allowed to go to 0844/5 and that before the deadline all existing use of 0844/5 numbers be replaced by 01,02 or 03.

This whole issue is of major concern to the public as evidenced by the petition against doctors using 0844 on the Prime Ministers website. This petition has gained over 10,000 votes in just a few weeks despite receiving virtually no publicity. http://petitions.pm.gov.uk/NGN-use-by-GPs/  

If I can be of any further assistance please let me know.

Yours sincerely,

~ Edited by Dave: Quote box tidied up

Title: Re: Parliamentary update
Post by SilentCallsVictim on Oct 9th, 2007 at 11:16am
Interesting exchanges here regarding DWP

http://www.theyworkforyou.com/debates/?id=2007-10-08a.9.4

No reference to 03!

Title: Re: Parliamentary update
Post by idb on Oct 10th, 2007 at 12:45am

SilentCallsVictim wrote on Oct 9th, 2007 at 11:16am:
Interesting exchanges here regarding DWP

http://www.theyworkforyou.com/debates/?id=2007-10-08a.9.4

No reference to 03!
The above, from the UK parliament web site

House of Commons Hansard Debates for 08 Oct 2007 (pt 0002)

Jobcentre Plus (Telecoms Charges)
5. David Taylor (North-West Leicestershire) (Lab/Co-op): What recent discussion he has had with Ofcom on the charging policies of telecommunication companies toward the 0845 numbers used by Jobcentre Plus; and if he will make a statement. [156107]

The Parliamentary Under-Secretary of State for Work and Pensions (Mrs. Anne McGuire): Jobcentre Plus conducted a review, which was completed in July, which investigated the inbound telephone numbering plan that supports the contact centre and benefit delivery centre operations. During the review, Ofcom's call numbering team was approached on an informal basis for advice on developing the Jobcentre Plus internal numbering strategy, particularly regarding the future tariff structures of the 0845 range.


8 Oct 2007 : Column 10

David Taylor: Some telecoms providers charge higher than normal rates for all 08 numbers, even so-called freephone numbers, which means that some unemployed Jobcentre Plus clients are paying charges that they cannot afford for the advice, information and assistance that they need. Will the Minister tell the House why those people cannot ring a local centre, at lower, local rates? Will she expand the review to which she has referred to include this issue, and reassure us that the Department is not receiving a rake-off from the excess charges generated at the moment?

Mrs. McGuire: I am aware that some mobile phone companies charge significantly over the basic rate. We have had discussions with them, but their pricing policies are very much a matter for them. I want to give my hon. Friend some comfort, however. Since 1 August, the cost of an 0845 number on BT lines has fallen from 3p to 2p a minute. When someone calls our helpline, we are careful to make them aware how long the call will take, and to ensure that they are aware of the mobile phone charges that can accrue to the call. We then advise them that they can phone back on a land-line if they want to do so. If they cannot do that, our advisers will call them back. That ensures that nobody is disadvantaged because they cannot afford the price of a telephone call.

Andrew Selous (South-West Bedfordshire) (Con): Is the Minister aware that many people trying to claim benefits over the phone either cannot get through or are told that they will be called back even though they do not have a phone? The social fund commissioner's office found that fewer than one in five calls were answered, so will the Minister end the Government's complacency about the effect of the faceless state on people in real difficulties and ensure that those in particular need can either see a Jobcentre Plus official or have an official make the call on their behalf?

Mrs. McGuire: I appreciate the enthusiasm that the hon. Gentleman brings to his post, but we do of course offer face-to-face interviews with Jobcentre Plus advisers in appropriate circumstances. The hon. Gentleman shakes his head, but I can assure him that that is the case. It is very clear in some application processes that a third person can speak on behalf of the applicant. More than 90 per cent. of calls are answered, but we are aware that we have to continue to review matters in order to ensure that the system is made even better. I take great exception to the hon. Gentleman's comment that this amounts to a “faceless state”. We have a whole range of committed and dedicated benefit advisers across the country whose main job and principal occupation and commitment is to ensure that people get the help that they need at the time that they need it.

Mrs. Gwyneth Dunwoody (Crewe and Nantwich) (Lab): The benefit advisers do a very good job, but is it not fairly tacky to use such a system for people to apply for the assistance and help to which they are entitled? Would it not be better simply to ask that no Government Department anywhere in Whitehall continue the growing practice of using 0845 numbers? If people have already paid through their taxes to receive services from Her Majesty's Government which are of a high standard, no impediment should be placed in their way.


8 Oct 2007 : Column 11

Mrs. McGuire: With the utmost respect, may I say to my hon. Friend that we have discovered that contact centres are generally more convenient for customers to access, because they remove the need personally to go to a local jobcentre. On cost comparisons, I have already said that the cost of a land-line telephone call is 2p a minute. Again, with the greatest respect, I have to say that, in comparison with the cost of a bus or train journey to a local office, contact centres are appropriate for most people. Harking back to my response to the hon. Member for South-West Bedfordshire (Andrew Selous), we will ensure that where people want an interview and in some instances a face-to-face application process we will deliver that.



Title: Re: Parliamentary update
Post by idb on Oct 10th, 2007 at 12:48am
House of Commons
Questions for Oral or Written Answer
beginning on Monday 8th October 2007
(the ‘Questions Book’)

Oral Questions to the Secretary of State for Work and Pensions

5 David Taylor (North West Leicestershire): What recent discussion he has had
with Ofcom on the charging policies of telecommunication companies toward the
0845 numbers used by Jobcentre Plus; and if he will make a statement.
(156107)

Title: Re: Parliamentary update
Post by idb on Oct 10th, 2007 at 12:50am
Questions for Oral or Written Answer
beginning on Monday 8 October 2007
(the 'Questions Book')

Part 1: Written Questions for Answer on
Monday 8 October 2007

Order Book Part 1

1374
Mr Stephen O'Brien (Eddisbury):To ask the Secretary of State for Health, if he will place in the Library the NHS's contract with Patientline.

Title: Re: Parliamentary update
Post by idb on Oct 24th, 2007 at 2:19am
House of Commons - Work and Pensions - Third Special Report

10 October 2007

Conclusion and Recommendation 11: As part of this inquiry we met a series of claimants and even Jobcentre Plus staff who found it impossible to get through to the new Jobcentre Plus Benefit Delivery Centres. Unlike calls to Contact Centres these calls are charged at 0845 rates and are not free. Coupled with delays in the system, this has resulted in hardship and distress for many vulnerable people. DWP should take action to resolve these problems immediately. (Paragraph 118)

15. Jobcentre Plus is aware that in some locations customers have been experiencing difficulties in getting through to its Benefit Delivery Centres on the telephone. To address this more people have been assigned to answer the telephones as trained resources become available. As a result the time taken to process claims has fallen consistently over the last 12 months and continues to fall. Like many other service organisations Jobcentre Plus uses 0845, local rate tariffs, for telephone enquiries, following 0800 calls to claim benefits, which are free from most landlines. In addition Jobcentre Plus is paying particular attention to the needs of vulnerable customers who may be less able to use the telephone service. Jobcentres continue to take applications and handle face to face enquiries. Local advice organisations are being given local direct line numbers to the centres so they can bypass the switchboard in cases of urgent need.

Title: Re: Parliamentary update
Post by pw4 on Oct 24th, 2007 at 4:55pm

idb wrote on Oct 10th, 2007 at 12:50am:
Mr Stephen O'Brien (Eddisbury):To ask the Secretary of State for Health, if he will place in the Library the NHS's contract with Patientline.

He may have a long wait. None of the four NHS's has a contract with any of the in-patient phone an TV systems companies.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Oct 24th, 2007 at 10:02pm

pw4 wrote on Oct 24th, 2007 at 4:55pm:

idb wrote on Oct 10th, 2007 at 12:50am:
Mr Stephen O'Brien (Eddisbury):To ask the Secretary of State for Health, if he will place in the Library the NHS's contract with Patientline.

He may have a long wait. None of the four NHS's has a contract with any of the in-patient phone an TV systems companies.

Indeed, I see that Ben Bradshaw, the Minister, made the point in replying to the question.


Quote:
There is no single national health service contract with Patientline. Patientline's contracts are tailored to each NHS trust according to its specific needs - http://www.theyworkforyou.com/wrans/?id=2007-10-08b.155868.h

It must be noted that whilst each contract between a GP and a PCT is similarly "tailored", there are nationally negotiated templates. Most GPs operate under that for "General Medical Services" (GMS). One may guess that Mr O'Brien assumed that a similar situation existed with PatientLine.

David

Title: Re: Parliamentary update
Post by Dave on Oct 24th, 2007 at 10:13pm

idb wrote on Oct 24th, 2007 at 2:19am:
... Jobcentre Plus uses 0845, local rate tariffs...

It is particularly disappointing to see Parliamentary discussion containing these meaningless terms. Why do MPs not take Ofcom's advice on board?

Title: Re: Parliamentary update
Post by pw4 on Oct 27th, 2007 at 9:56pm

SilentCallsVictim wrote on Oct 24th, 2007 at 10:02pm:
It must be noted that whilst each contract between a GP and a PCT is similarly "tailored", there are nationally negotiated templates. Most GPs operate under that for "General Medical Services" (GMS). One may guess that Mr O'Brien assumed that a similar situation existed with PatientLine.

It did in many cases. Contracts with English hospital trusts that were entered into as part of the Patient Power Project had to be based on the model concession agreement, so they all are very similar.

Title: Re: Parliamentary update
Post by idb on Oct 31st, 2007 at 2:31am
House of Commons Hansard Written Answers for 29 Oct 2007 (pt 0038)

Pension Service: Telephone Services

Chris Grayling: To ask the Secretary of State for Work and Pensions whether he has any plans to charge customers for telephoning the Pensions Service. [157179]

Mr. Mike O'Brien: Currently, the Pension Service can be contacted on a range of numbers with the following call charging arrangements 0845, 0800, 0191 or 0113:

0845 numbers are charged at local call rates and the current guidance by the Committee of Advertising Practice Code applies to the cost of these calls. Current guidance is that calls provided by BT will be charged at up to four pence per minute at all times. A call set up fee of three pence per call applies to calls from residential lines. Mobile and other providers' charges may vary.

0800 99 1234 Pension Credit Application Line is a free phone number and there is no charge for calls to this number from a BT Landline. Mobile and other providers' charges may vary.

0191 218 7777 (International Pension Centre—for Overseas Customers). Calls to this number are charged at the standard rate for the territory from which the customer is calling.

0113 numbers in existence relate to:

MP Helpline

Comments on Customer Charter

Calls made to each of these numbers from within the 0113 area are charged at Local Call Rates; calls made to each of these numbers from outside the area are charged at National Call Rates.

The Pension Service always offers to call customers back if the customer expresses any concerns about the costs being incurred.

All Public Service providers are currently assessing the impact of migrating call numbers to the new ‘03' range. The Pension Service will also review the existing range of telephone numbers and consider simplifying access to our services for our customers. As part of that
review, cost implications and the merits of free-phone numbers over local call rates will be considered.


Title: Re: Parliamentary update
Post by idb on Oct 31st, 2007 at 2:33am
House of Commons - Work and Pensions - Written Evidence

Memorandum submitted by Citizens Advice Scotland



POVERTY IN SCOTLAND

12. The government has stated in its five year strategy for the DWP that it is cutting 30,000 jobs, and some JobCentre Plus offices in Scotland have already closed. This reorganisation is having a major impact on both clients and CAB offices. The switch to telephone based applications is causing hardship for some clients as well as unnecessary delay and frustration for clients and CAB advisers alike. It is therefore particularly disappointing that the DWP has received £268,000 through its use of 0845 telephone numbers for benefits claimants.[31]



Title: Re: Parliamentary update
Post by idb on Nov 1st, 2007 at 12:01am
House of Commons Hansard Written Answers for 24 Oct 2007 (pt 0012)

Unsolicited Goods and Services: Telephones
Mrs. James: To ask the Secretary of State for Business, Enterprise and Regulatory Reform if he will make a statement on telephone call charges incurred by UK households who receive unsolicited sales calls from overseas; and what estimate has been made of the cost to UK households as a result of such charges. [160439]

Mr. Timms: The Premium Rate Services regulator, PhonePay Plus (formerly known as The Independent Committee for the Supervision of Standards of Telephone Information Services, ICSTIS), estimates that the UK Premium Rate Services (PRS) market, is worth over £1 billion a year and comprises of around 40,000 different services. Most services do not cause any problems but the Government take consumer protection very seriously indeed and we are taking steps to prevent abuse of the system. We work with both PhonePay Plus and Ofcom, the independent communications regulator, to ensure a co-ordinated, effective response to problems as they arise.

Under the Privacy and Electronic Communications (EC Directive) Regulations 2003, no one is allowed to make an unsolicited telephone sales call to a subscriber who has either previously notified the caller that they do not wish to receive such calls or who has been registered with the Telephone Preference Service (TPS) scheme for at least 28 days. Companies with a UK presence are legally required not to call a telephone number which has been registered with the TPS scheme, irrespective of whether the call is made from within the UK or from outside the UK. Such companies lay themselves open to enforcement action if they breach this requirement. The Government have made no estimate of costs to those UK subscribers who return unsolicited sales calls.

The Regulations require prior consent of the customer to those companies that make recorded calls to sell or promote their product or business. Also, the Regulations state that all messages must include the identity of the caller and an address or freephone number at which the caller can be contacted. Where a consumer receives an automated call they have not agreed to, there may have been a breach of the Regulations.

The Information Commissioner's Office has responsibility for the enforcement of the Privacy and Electronic Communications Regulations. PhonePay Plus is the regulator to investigate cases, which involve PRS calls.

Title: Re: Parliamentary update
Post by Heinz on Nov 1st, 2007 at 7:48pm
Mr. Timms continued by washing his hands in public whilst maintaining a sly grin on his face.

Title: Re: Parliamentary update
Post by sherbert on Nov 1st, 2007 at 7:58pm

Heinz wrote on Nov 1st, 2007 at 7:48pm:
Mr. Timms continued by washing his hands in public whilst maintaining a sly grin on his face.



Isn't that what all politicians do? ::)

Title: Re: Parliamentary update
Post by SilentCallsVictim on Nov 1st, 2007 at 8:33pm
Be fair chaps, I would give that answer seven out of ten for being a concise and accurate summary of some of the regulations covering related matters. The question seemed to be founded on the mistaken assumption that call receipients may be charged when they respond to an invitiation to press a key to speak to someone. Their line may get locked up, but they incur no charge. The correct answer to the second part of the question is "zero".

The answer could have assisted in scotching that common misassumption, or pointing out that any such call (not attended by a live person when it is answered) is classified as a breach of the PECR, regardless of TPS registration.

Apart from some relatively minor issues, the problem here is with (non-)enforcement of the regulations by the ICO, which is not accountable to DBERR or any other part of government.

Happily (!) none of this touches directly on Ofcom and my pet topic, so I can stop here.

David

Title: Re: Parliamentary update
Post by SilentCallsVictim on Nov 8th, 2007 at 12:57am
It may be that the campaign against GPs breaching the principle that the NHS is FREE AT THE POINT OF NEED by using revenue sharing 0844 numbers has a parliamentary champion for the new session.

Graham Stuart MP (Conservative - Beverley & Holderness) has tabled an EDM and four questions for written answer on the subject:


EDM 108 - USE OF 0844 TELEPHONE NUMBERS IN GP SURGERIES

That this House notes that more than 1,200 GP surgeries across the country have installed telephone systems using 0844 numbers; further notes that these systems are more expensive to use than a local call with patients being charged 5 pence per minute from a landline and up to 40 pence per minute from a mobile; further notes that for many people, calling their local GP surgery can be a stressful and worrying time and that high call charges will have a particular impact on the chronically ill, the old, the disabled and those on low incomes; notes that the practice of charging people extra to call their local GP is unsatisfactory; and calls upon the Secretary of State for Health to put an end to it with immediate effect.


THURSDAY 8 NOVEMBER - Questions for Written Answer - Notices given on Tuesday 6 November

537: To ask the Secretary of State for Health, whether he plans to issue guidance to general practitioners on the use of 0844 revenue-sharing telephone numbers; and if he will make a statement. (162416)  

538: To ask the Secretary of State for Health, what representations he has received from patient groups on the use of 0844 revenue-sharing telephone numbers; and if he will make a statement. (162853)  

539: To ask the Secretary of State for Health, if he will make a statement on the implementation of the new GP Surgery Line telephone system. (162854)  

540: To ask the Secretary of State for Health, what guidance his Department has issued to primary care trusts on the use of 0844 revenue-sharing telephone numbers; when such guidance was issued; and if he will make a statement. (162855)

Title: EDM108
Post by Heinz on Nov 8th, 2007 at 10:21am
email sent to my MP because he hasn't yet signed it.

Title: Re: Parliamentary update
Post by idb on Nov 15th, 2007 at 12:59am
Order Book Part 2

Part 2: Oral or Written Questions for Answer beginning on Thursday 15 November 2007

43
N  Greg Mulholland (Leeds North West): To ask the Secretary of State for Health, how much his Department estimates GP surgeries receive in revenue from calls to 0844 revenue sharing numbers.
(164453)  

44
N  Greg Mulholland (Leeds North West): To ask the Secretary of State for Health, how many GPs' surgeries in each primary care trust area use 0844 revenue sharing telephone numbers.
(164454)  

45
N  Greg Mulholland (Leeds North West): To ask the Secretary of State for Health, through what mechanism GP surgeries receive payment from calls to 0844 revenue sharing numbers.

Title: Re: Parliamentary update
Post by idb on Nov 21st, 2007 at 12:02am
Posted here and in the NEG thread:

House of Commons Hansard Written Answers for 19 Nov 2007 (pt 0032)

19 Nov 2007 : Column 602W

Greg Mulholland: To ask the Secretary of State for Health (1) how much his Department estimates GP surgeries receive in revenue from calls to 0844 revenue sharing numbers; [164453]

(2) how many GPs' surgeries in each primary care trust area use 0844 revenue sharing telephone numbers; [164454]

(3) through what mechanism GP surgeries receive payment from calls to 0844 revenue sharing numbers. [164455]

Mr. Bradshaw [holding answer 15 November 2007]: We do not collect information centrally on the use of 084 telephone numbers.

The provision of telephone services for patients and the public is a matter for the local national health service. The Department did however issue guidance in December of last year clearly setting out that patients should not be charged more than the equivalent of a local call.

Title: Re: Parliamentary update
Post by idb on Nov 23rd, 2007 at 11:26pm
House of Commons Hansard Written Answers for 20 Nov 2007 (pt 0039)

NHS: Telephone Services
Mr. Graham Stuart: To ask the Secretary of State for Health what representations he has received from patient groups on the use of 0844 revenue-sharing telephone numbers; and if he will make a statement. [162853]

Mr. Bradshaw: We do not keep records on the number of inquiries about 084 numbers we receive from patient groups. Since January 2007, we have received 100 letters on the subject of 0844 telephone numbers.


Title: Re: Parliamentary update
Post by idb on Nov 23rd, 2007 at 11:27pm
House of Commons Hansard Written Answers for 20 Nov 2007 (pt 0036)

General Practitioners: Telephone Services
Mr. Graham Stuart: To ask the Secretary of State for Health (1) whether he plans to issue guidance to general practitioners on the use of 0844 revenue-sharing telephone numbers; and if he will make a statement; [162416]


20 Nov 2007 : Column 824W

(2) if he will make a statement on the implementation of the new GP Surgery Line telephone system; [162854]

(3) what guidance his Department has issued to primary care trusts on the use of 0844 revenue-sharing telephone numbers; when such guidance was issued; and if he will make a statement. [162855]

Mr. Bradshaw: The provision of telephone services for patients and the public is a matter for the local national health service. The Department did however issue guidance in December of last year clearly setting out that patients should not be charged more than the equivalent of a local call.


Title: Re: Parliamentary update
Post by idb on Nov 23rd, 2007 at 11:33pm
House of Commons Hansard Written Answers for 21 Nov 2007 (pt 0015)

Police Service of Northern Ireland: Telephone Services
Lady Hermon: To ask the Secretary of State for Northern Ireland what plans he has to introduce a geographical telephone number for the Police Service of Northern Ireland's non-emergency calls. [165135]

Paul Goggins: 0845 600 8000 is the primary number for all non-emergency services. This provides a single, contact number regardless of the caller's location. The calls are routed automatically to the most appropriate answer-point within the PSNI. This provides an effective response for non-emergency calls and there are no current plans to introduce additional geographic telephone numbers.

Lady Hermon: To ask the Secretary of State for Northern Ireland how many people called the Police Service of Northern Ireland's non-emergency telephone number in each of the past 12 months for which figures are available; and how much revenue was generated by the use of this number over the same period. [165136]

Paul Goggins: The number of calls made to the Police Service of Northern Ireland's non-geographic telephone number for non-emergency calls, “0845 600 8000”, in each of the last 12 months is shown in the following table.

Month Number of calls to 0845 600 8000
2006
 
November
13,128

December
11,913

 
2007
 
January
12,874

February
12,292

March
13,319

April
13,370

May
14,635

June
16,396

July
16,210

August
16,800


21 Nov 2007 : Column 910W
September
16,064

October
16,632

21 Nov 2007 : Column 910W—continued



The PSNI contributes to the cost of calls made to this number and receives no revenue as a consequence of the use of this number.

Lady Hermon: To ask the Secretary of State for Northern Ireland what estimate he has made of the number of people deterred from calling the Police Service of Northern Ireland’s non-emergency telephone number on account of the cost of calls. [165137]

Paul Goggins: It is important to make a distinction between emergency and non-emergency calls in order for incidents to be prioritised properly. There has been good uptake of the 0845 600 8000 non-emergency telephone number line; for example last month 16,632 members of the public used the service.

The levels of usage do not indicate that people are being deterred from making calls.


Title: Re: Parliamentary update
Post by kk on Nov 24th, 2007 at 12:04am
The statement is clear.
“Mr. Bradshaw: The provision of telephone services for patients and the public is a matter for the local national health service. The Department did however issue guidance in December of last year clearly setting out that patients should not be charged more than the equivalent of a local call.”

As the price of a “local call” (during the working day) is 3.25p/min, any number charging more than 3.25p/min would not be permitted.  The same could be said for calls at the weekends and evenings.
The charge for a 0844 number is 5p/min, this is 54% above the “local rate”, then clearly 0844 is a prohibited number.  This should now be the end of 0844 !

Title: Re: Parliamentary update
Post by SilentCallsVictim on Nov 24th, 2007 at 3:00am

kk wrote on Nov 24th, 2007 at 12:04am:
the price of a “local call” (during the working day) is 3.25p/min

We need to be a little careful here. The price of a “local call” varies. It may be zero (if already covered by an inclusive package) or much more than 3.25p/min from a mobile.

The actual fact is that every known telephone tariff charges more for a call to a 0844 number than for a “local call”, so the point stands.


Quote:
a matter for the local national health service

When we have stopped laughing at the nonsensical concept of a local national health service we need to take this more seriously.

Decisions about whether GPs can fund their services by collecting money from patients (through the revenue share on 0844 numbers), i.e. whether the NHS is “free at the point of need”, cannot vary from one PCT area to another, in what would be seen as a "postcode lottery".

PCTs are neither equipped, nor sufficiently accountable, to take political decisions of this magnitude.


Decisions about whether it is worthwhile to invest taxpayer’s money in an advanced surgery telephone system, as against other potential uses for the local budget allocation of NHS funds, must be made locally. The option to duck the difficult duty to set priorities for expenditure, by funding it from payments made by patients, should not be (is not) available.

David

Title: Re: Parliamentary update
Post by kk on Nov 25th, 2007 at 10:22am
I have found from long experience that when you complain about 087x and 084x telephone numbers, you keep your complaint simple. As we all know, the various telephone tariffs are complicated and full of exceptions, caveats and deliberate confusions. I aim to keep complaints simple for two reasons:

(1) More than one fact appears to throw the public into a fit of   “.... this is all too complicated for me ....”  

(2) Organisation who handle complains are well practised in the art of obfuscation. They will avoid answering you main complaint and concentrate on side issues.

The crux of the mischief caused by the use of 0844 by doctors surgeries (and any other users for that matter) is that telephone calls to that number are more expensive that normal 01  02   03 numbers. (I include 03 in hope). My complaint would focus on one fact: During the working day, 0844 numbers cost 53% more to call than normal geographical numbers, that is 5p/min compared to 3.25/min and quote the clear statement form the minister.

Mr. Bradshaw: The provision of telephone services for patients and the public is a matter for the local national health service. The Department did however issue guidance in December of last year clearly setting out that patients should not be charged more than the equivalent of a local call.”

When the recipient answers that point, come back with all the other points, such as none inclusion in “all inclusive” telephone deals - etc.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Nov 25th, 2007 at 4:49pm

kk wrote on Nov 25th, 2007 at 10:22am:
I have found from long experience that when you complain …, you keep your complaint simple.

We agree. The point I make to Mr Bradshaw and others is not about the cost, but the principle of revenue sharing. That is both simple and indefensible for NHS contractors, who may not receive remuneration from patients (at any level), no matter how it is delivered or distributed.

NHS GPs may not fund their services using money collected from patients.

Further discussion is only necessary to address side issues that may be raised in an attempt to obfuscate the matter. That is what follows.


Whilst one may pick out an illustrative example of the cost difference, a single example (BT Together Option 1 in the daytime, ignoring the call connection charge, at the rates currently being applied) does not provide me with sufficient weight for the necessary argument on a point of principle.

“Revenue sharing” in the context of delivery of NHS services is simply unacceptable, without going any further. It is perhaps inevitable (barring a few perverse exceptions) that a call where some of the revenue is shared will cost more than one where it is not. We may refer to the latter as a "local call".

The two approaches will therefore generally hit the same point, however reliance on a single current example is dangerous. I focus particularly on GPs using 0844 revenue sharing numbers to avoid a problem that some could introduce - what about NHS GPs using 0845 revenue sharing numbers (a point that is best not discussed at length)?



As stated in my previous posting, a clear position may be drawn from Mr Bradshaw’s statement. We have however seen many more GPs take up 0844 numbers since the “guidance” was issued. This action by the DH is thereby shown to have been ineffective.

In total, the written answer is far from clear as it allows many opportunities to those who may wish to deny the simple interpretation.

It refers to the “local national health service”, a far from simple concept to deal with in these times when partial devolution is used as means of perpetual buck-passing. It refers only to “guidance”, not direction. It uses a technically meaningless term - “local call”, which is not found on most current telephone tariffs.

Furthermore, the guidance was not issued to the telephone companies who levy the charges, but to PCTs and practices, who can neither control them nor be expected to be fully aware of what they are. Charges vary between the many options offered by the many providers and also change over time (e.g. "local rate" was effectively abolished in 2004). We also know that PCTs and practices are susceptible to misleading advice on such matters from those who may claim expertise in this field.

I have found from long experience that most of one’s efforts in campaigning are used in dealing with such nonesense. That is why I have to address the detail of this guidance, however I do not focus on it.



When calling their NHS GP, unlike most other service providers, callers may not incur any cost that is passed on through revenue sharing (however great or small). My focus for this particular campaign is therefore on “revenue sharing”, because it is contrary to the principle frequently repeated by Ben Bradshaw’s ministerial boss, the Secretary of State Alan Johnson: “the NHS is free at the point of need”. For those who wish to take the trouble to go into even more detail, it is a breach of the terms of clause 483 of the GMS contract.

It is this fundamental principle of the NHS that is at issue here. There are many related issues about the cost of telephone calls that are worthy of attention and need to be addressed in different ways. I hope that this case is seen as being so clear as to demand action. We may hope that such action will be helpful with other cases that are not quite so clear, nor so demanding of attention.

The wording of ministerial questions and the new EDM are starting to move away from the point of illustrative BT call charges to pick up on the underlying issue, so let us hope that we are heading for a proper resolution, insofar as this may be delivered in parliament.


A simple and enforceable direction from the Department of Health that all telephone numbers used to access NHS GP services must begin with 01, 02 or 03 would ensure compliance with the GMS contract.

The same rule could be applied, as a matter of new policy rather than compliance with an existing contract, to the rest of the NHS. Other Departments could issue similar directions to cover all public services that do not advertise a fee for services delivered by telephone.

David

Title: Re: Parliamentary update
Post by Dave on Nov 29th, 2007 at 4:38pm
Source: http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm071127/text/71127w0002.htm#07112753000274

<<
Police Service of Northern Ireland: Telephone Services

Mrs. Iris Robinson: To ask the Secretary of State for Northern Ireland how many calls have been received by the Police Service of Northern Ireland’s 0845 600 8000 line; how many (a) arrests and (b) convictions have resulted from information received on this line; and how much it has cost to operate this service in the last 12-month period for which figures are available. [166726]

Paul Goggins: The number of calls made to the Police Service of Northern Ireland’s telephone number for non-emergency calls, 0845 600 8000, in each of the last 12 months is set out in the following table.

27 Nov 2007 : Column 290W
     Number of calls to 0845 600 8000

2006
November 13,128
December 11,913

2007
January 12,874
February 12,292
March 13,319
April 13,370
May 14,635
June 16,396
July 16,210
August 16,800
September 16,064
October 16,632

As figures are not held on the outcome of the calls, I am not able to supply information on the number of arrests and convictions that have resulted from the use of the line.

The total cost to the PSNI of operating their non-emergency number, 0845 600 8000, from November 2006 to October 2007 was £2,043.

This line allows people to access the PSNI quickly in non-emergency situations and helps to reduce the demand placed by inappropriate calls to ‘999’.
>>

What about the cost to citizens ringing the number above the price of a "local call"?

Title: Re: Parliamentary update
Post by idb on Nov 30th, 2007 at 1:21am
Order Book Part 1

Questions for Oral or Written Answer
beginning on Thursday 29 November 2007
(the 'Questions Book')

Part 1: Written Questions for Answer on
Thursday 29 November 2007

Mr Andrew Dismore (Hendon): To ask Mr Chancellor of the Exchequer, for what reasons the helpline number 0845 302 1444 for enquiring about child benefit database concerns is a premium rate line; if he will ensure that people are able to call the helpline at local tariff rates; and if he will make a statement.
(169726)

Title: Re: Parliamentary update
Post by idb on Nov 30th, 2007 at 1:22am
House of Commons Hansard Debates for 26 Nov 2007 (pt 0007)

Rob Marris: I thank my right hon. Friend for giving way with his usual smiling generosity. He referred a few moments ago to what might alliteratively be described as poor professional performance under this regulatory regime. Would that cover the surprising approach being taken by some GP practices, including some in my own constituency, and I believe by NHS Direct, of using 0845 numbers, which are a rip-off for the consumer—in this case, the patient? If this regulatory regime will not cover that practice, will he assure me that he will look into the matter? GPs are getting paid handsomely and properly by the state, yet some of them seem to wish to make extra money out of their patients' phone bills.

Alan Johnson: My hon. Friend has raised an important point, but this is not a matter for the Bill. I am already well aware of the practice that he mentions, however, and we issued guidance earlier this year to say that patients should pay no more than the cost of a local call. Indeed, we believe that to charge in the way that he has described breaches the terms of the GP contract. The matter does not need the weight of this legislation, or the time that it would take to pass the measures, to deal with it.


Title: Re: Parliamentary update
Post by idb on Dec 6th, 2007 at 12:08am
House of Commons Hansard Written Answers for 04 Dec 2007 (pt 0029)

Child Benefit: Databases

Mr. Dismore: To ask the Chancellor of the Exchequer for what reasons the helpline number 0845 302 1444 for enquiring about child benefit database concerns is a premium rate line; if he will ensure that people are able to call the helpline at local tariff rates; and if he will make a statement. [169726]

Jane Kennedy: This is not a premium rate line. HMRC policy is to operate customer facing helplines using an 0845 prefix rather than premium rate lines. The cost of calls to 0845 and other non geographic numbers is dependent on several factors. Calls are charged to the customer based on the tariff arrangements they have with their service provider, the device they use for the call and the location from which they call.


Title: Re: Parliamentary update
Post by Heinz on Dec 6th, 2007 at 11:42am
Let us hope Mr. Dismore has learned from that 'non reply' never again to use words (like 'premium rate') in a question to this government which can be turned against him in a reply.

The question should have been something like, "To ask the Chancellor of the Exchequer for what reasons the helpline number for enquiring about child benefit database concerns is still an 0845 number and has not been changed to an 0300 number as recommended by the COI and Ofcom so as to ensure that people are able to call the helpline at local tariff rates; and if he will make a statement."

Title: Re: Parliamentary update
Post by SilentCallsVictim on Dec 6th, 2007 at 12:31pm

Heinz wrote on Dec 6th, 2007 at 11:42am:
Let us hope Mr. Dismore has learned from that 'non reply' never again to use words (like 'premium rate') in a question to this government which can be turned against him in a reply.

Yes indeed. Mr Dismore is one of those being subjected to my parliamentary education programme by regular briefings. This has achieved only modest success, as I have to congratulate and encourage students who share our objectives, as well as criticising them.


There was another example yesterday, where the differential costs of calling 0845 numbers from landlines was regrettably overstated. This occurred during some interesting discussion on the topic of 0845 helplines (primarily DWP) during a debate on Benefit Simplification.

The point was raised by Danny Alexander (Inverness, Nairn, Badenoch & Strathspey, Liberal Democrat) and (over-)endorsed by Rob Marris (Wolverhampton South West, Labour). Link to Hansard

Reference is made to weakness and misunderstanding in paragraph 15 of the Government’s response to the Select Committee Report that is being debated. Link to Response

In winding up the debate, there was a response to the comments made, from the Minister - Caroline Flint (Minister of State (Employment and Welfare Reform)). Link to Hansard

Ms Flint, who may understand what she is saying, confirms the following offer:

We are encouraging our staff to make the point that they can ring people back”.


The department should also be making this clear in all its literature; however this does not address the problem of the cost incurred whilst waiting to speak to an agent. This suggests that DWP should be deploying using the widely used call centre technology that allows callers to request an automatic return call rather than waiting in a queue.

Let us hope that the cost of return calls will help to encourage an early move to 03 numbers.

David

Title: Re: Parliamentary update
Post by idb on Dec 13th, 2007 at 12:47am
UNCORRECTED TRANSCRIPT OF ORAL EVIDENCE To be published as HC 57-iii

House of COMMONS

MINUTES OF EVIDENCE

TAKEN BEFORE

TREASURY COMMITTEE

(TREASURY SUB-COMMITTEE)

HM REVENUE AND CUSTOMS: ADMINISTRATION AND EXPENDITURE IN 2006-07

Wednesday 5 December 2007

MR DAVE HARTNETT, MR MIKE ELAND and MS SARAH WALKER

Evidence heard in Public Questions 342 - 512



Q363 John Thurso: HMRC is using an expensive 0845 number for its helpline. Why is that?

Mr Hartnett: Mr Thurso, we have always done that with our help lines. We aim to make the charge as---

Q364 John Thurso: Do you not think this is a slightly exceptional case, a helpline where you have lost 25 million of this people's data? There is a slight difference.

Mr Hartnett: I have two things to say. First, we wanted to use an existing helpline to make it available as fast as we could, and that we have done. The second is that the amount of traffic on the helpline has been relatively small. We have 150, 160,000 calls a day. Since the Chancellor made his statement, we have had around 35,000. If I am wrong I will give you more. I am being corrected; it is now up to 60,000 calls.

[...]

Q367 Mr Brady: First of all, can I pick up on one of your earlier answers. Sixty thousand calls to the helpline. Do you have a figure for what the cost of those calls has been to the users, either as a total or---

Mr Hartnett: I do not, Mr Brady. We will see whether we can get one for you and I will write to the clerk.

[...]

Q507 Chairman: You said you were going to get 70 per cent of the ordinary applications done within 14 days. I corresponded with Paul Graham and a company in my constituency that took three months to get a registration through, and the helpline he found completely useless, 0845 711 21114, and my office tried that helpline and also found it completely useless. It simply did not answer. Were you aware of that?

Mr Hartnett: I was not, but what I did do before I came here - because I recognise how important effective and speedy VAT registration is for business - was I talked to our directors who are responsible for this area, and they told me they were both determined and confident of getting there for 31 March.

Chairman: Do you understand the frustration of people who find the helplines themselves useless?

[...]

Title: Re: Parliamentary update
Post by idb on Dec 13th, 2007 at 12:49am
Questions for Oral or Written Answer
beginning on Tuesday 11 December 2007
(the 'Questions Book')

Part 1: Written Questions for Answer on
Tuesday 11 December 2007

47
N  Julia Goldsworthy (Falmouth & Camborne): To ask the Secretary of State for Environment, Food and Rural Affairs, which executive agencies and non-departmental public bodies for which his Department is responsible provide a customer contact service; and which of these are 0800 or 0845 numbers.

Title: Re: Parliamentary update
Post by Heinz on Dec 13th, 2007 at 12:15pm

idb wrote on Dec 13th, 2007 at 12:49am:
Questions for Oral or Written Answer
beginning on Tuesday 11 December 2007
(the 'Questions Book')

Part 1: Written Questions for Answer on
Tuesday 11 December 2007

47
N  Julia Goldsworthy (Falmouth & Camborne): To ask the Secretary of State for Environment, Food and Rural Affairs, which executive agencies and non-departmental public bodies for which his Department is responsible provide a customer contact service; and which of these are 0800 or 0845 numbers.

Oh dear.  They don't have a clue do they?  That sort of imprecise question invites an evasive half answer - and we all know how adept our snouts in the trough politicians are at that, don't we?

She should have been specific about 0844, 0845, 0870, 0871 and 09 numbers and also enquired precisely when any such which are in use will be changed to 03 numbers as recommended .........

Title: Re: Parliamentary update
Post by idb on Dec 19th, 2007 at 3:19pm
Lords Hansard text for 17 Dec 200717 Dec 2007 (pt 0006)

Two minor but irritating issues have arisen in recent days. Can the Minister explain why the helpline for families who are worrying about HMRC data losses is on an 0845 number? The misuse of 0845 numbers as a revenue source for government departments has been a growing scandal to which there has been no satisfactory response. It is highly unsatisfactory that an 0845 number is being used in this case.

[...]

The noble Lord also mentioned the problems surrounding communications with the general public through 0845 numbers. In the light of these difficulties, when the department does correspond with anyone directly affected by them, it is absolutely incumbent on officials that they guarantee that the reader and recipient of the letter is the person to whom it is addressed. Given that, of course such a letter will have a little more than just an initial and the surname of the person to whom it is addressed. It is bound to carry some additional information in order to make sure that the communication is delivered correctly. I hear what the noble Lord says, but noble Lords will recognise that this is a misadventure which has caused the Government a great deal of concern and grief. This is not anything more than the product of the need to provide interaction between departments at a much higher level than in the past. Further, the amount of information which a government now inevitably compile is much greater than in the past as a result of the expectations of our citizenry. It will therefore be appreciated that it is important to look at the Poynter report and the further investigation into the wider issues of government in order to identify clearly the constructive road ahead.

[...]


Title: Re: Parliamentary update
Post by idb on Dec 19th, 2007 at 3:19pm
House of Commons Hansard Debates for 17 Dec 2007 (pt 0008)

Julia Goldsworthy (Falmouth and Camborne) (LD): After the data loss, the Government set up a helpline so that those affected could discuss their concerns. Will Mr. Poynter's review be looking into the operation of that helpline to determine how many calls were made and also why the decision was made to use an 0845 number, particularly when it costs some mobile phone users 40p a minute to access it? Should those affected be paying through the nose to sort out the Government's problem?

Mr. Darling: No, Mr. Poynter will not be looking into that. If the hon. Lady would care to table a parliamentary question on the number of people who contacted the hotline, I will certainly answer it. We were anxious to make sure that a helpline was available fairly quickly, which meant that all those things had to be organised in a matter of days and we did the best we could. It was quite heavily used on the first day or so, but I understand that usage tapered off after that. We tried to do our best to ensure that help was available, which meant that arrangements had to be made fairly quickly.


Title: Re: Parliamentary update
Post by Tanllan on Dec 22nd, 2007 at 9:23am
"fairly quickly?"
I recall that on the day of the IRA bomb in Manchester a client needed a freephone number.
BT had it working within forty-five minutes of my telephoned request. OK, the (second) request was to someone fairly (very) senior, but presumably the government could do the same, or have opened up normal lines.
BT can even provide lines on Christmas Eve (separate story, before I go too far off topic).

Title: Re: Parliamentary update
Post by Heinz on Dec 22nd, 2007 at 9:49am
The most annoying thing about Darling's reply was the fact that it was total BS - the number they used was one which was already in use for another HMRC purpose anyway - so they didn't even have to make any arrangements (except publish the number).

Title: Re: Parliamentary update
Post by loddon on Dec 22nd, 2007 at 10:17am

Heinz wrote on Dec 22nd, 2007 at 9:49am:
The most annoying thing about Darling's reply was the fact that it was total BS - the number they used was one which was already in use for another HMRC purpose anyway - so they didn't even have to make any arrangements (except publish the number).


Tanllan said, ["fairly quickly?"
I recall that on the day of the IRA bomb in Manchester a client needed a freephone number.
BT had it working within forty-five minutes of my telephoned request. OK, the (second) request was to someone fairly (very) senior, but presumably the government could do the same, or have opened up normal lines." ]


I suggest you email this MP with your and Tanllan's comments, maybe with proposed questions and comments to Darling in a much stronger and more insistent tone.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Dec 22nd, 2007 at 10:32am

Heinz wrote on Dec 22nd, 2007 at 9:49am:
The most annoying thing about Darling's reply was the fact that it was total BS - the number they used was one which was already in use for another HMRC purpose anyway - so they didn't even have to make any arrangements (except publish the number).

The reply is not BS, it is worse than that. They knew that the volume of calls would increase considerably and so would have had to think about how to deploy extra staff to answer that number before giving it in the press release. The option of providing a suitable special number would have been considered and rejected.

Sorting out how best to use 03 numbers and changing the published information will take a little time for HMRC and government agencies in general. This must however start now (already far too late). There is however no excuse whatsoever for not having 03 numbers ready to use when new announcements are made. If not, then geographic alternatives MUST be offered anyway.

Ms Goldsworthy is one of many government back-bench and opposition members who are now well onto this topic. They must be encouraged in their efforts. I believe that this matter is worthy of attention by the Public Adminsitration Select Committee, which is best placed to perform the necessary scrutiny of the governments gross failure in this area.

Title: Re: Parliamentary update
Post by idb on Dec 24th, 2007 at 9:17am
House of Commons Hansard Debates for 05 Dec 2007 (pt 0016)

The Select Committee report also addressed the important question of costs, particularly in terms of telephone systems. It rightly identified the use of 0845 and 0870 numbers for helplines and in call centres. They are proliferating in the benefits system now that face-to-face contact appears to be a thing of the past in the Department for Work and Pensions. Those costs are enormous. Although the assumption is often made that people have a landline, so the rates are relatively cheap, the social fund's evidence is that up to half of the calls it receives are made from a mobile phone. Depending on the network operator, when someone calls an 0845 number, or even an 0800 one, from a mobile phone it can cost up to 40p a minute. They might end up being on the phone for anything from 10 to 50 minutes, depending on the helpline that they are calling and the reason for doing so. That soon adds up to a substantial sum that people are being asked to pay simply to get what most would say is their entitlement under the welfare system, which is supposed to be available to all.

Rob Marris: I entirely agree with the hon. Gentleman. Does he agree that paragraph 15 of the Government's response, on the 0845 numbers, is rather a weak response and that it is based on a misunderstanding? I understand that calls to 0845 numbers cost four or five times the cost of a regular landline call, so a local call on the regular landline might be 1p a minute whereas an 0845 call might be 5p a minute. We all know how long people may have to wait on the phone, and these interviews can be lengthy. Is he also aware that last December Lord Warner, who was then a Minister in the Department of Health, put out a circular specifically discouraging general practitioners' surgeries from using 0845 numbers? These numbers are another proliferation of back-door charging, but they are particularly distressing in respect of the Department for Work and Pensions, which deals with some of the most vulnerable and poorest people in our society.

Danny Alexander: I could not agree more. The hon. Gentleman rightly points out that these calls are more expensive even from a landline, and they can be massively expensive from a mobile phone. The Government often respond by saying that they do not obtain any financial benefit from these numbers, but that is not the point, because our constituents pay that money. It does not matter who the money is going to. We are talking about people who might be seeking to claim benefits amounting to £40 or £50 a week, so if they spend 50 minutes on their mobile phone calling a helpline that charges 40p a minute, I believe that that adds up to £20—the hon. Gentleman is better at maths than I am—and a significant chunk of the money that they hope to claim.

The Government need to do two things. They must make 0800 numbers standard throughout from landlines, and they must work with mobile phone operators to get the costs as close to nil as makes no difference.

Rob Marris: Or 03 numbers.

Danny Alexander: Or 03 numbers, as the hon. Gentleman says. It is a consequence of a point that I made earlier that these systems appear to be set up in the interests of the system and not in the interests of the claimant. It is crucial in the development and simplification of the benefits system that the claimant's interests come first. This could be a quick win for the Minister, because the sort of instruction that was issued to GPs could equally be issued across the DWP, and I am sure that new phone systems could be put in place so that people calling the social fund helpline before Christmas do not have to pay huge sums. I hope that she will explain what she will do to make that happen. This situation is a consequence of what my hon. Friend the Member for Falmouth and Camborne (Julia Goldsworthy) and I have described as the faceless state. The DWP is at the forefront of an increasingly faceless and bureaucratic system, where the system's interests are put far ahead of the claimant's.


Title: Re: Parliamentary update
Post by NGMsGhost on Dec 24th, 2007 at 9:52am

idb wrote on Dec 24th, 2007 at 9:17am:
This situation is a consequence of what my hon. Friend the Member for Falmouth and Camborne (Julia Goldsworthy) and I have described as the faceless state. The DWP is at the forefront of an increasingly faceless and bureaucratic system, where the system's interests are put far ahead of the claimant's.


Here, here, here.

Title: Re: Parliamentary update
Post by dorf on Dec 24th, 2007 at 8:34pm
Here, here, here again.

What an outrage. Why doesn't one of these MPs have the b---s to ask why the government is, clearly under Brown's direction and insistence, using these numbers deliberately to deliver further stealth taxes to the Exchequer, often from those suffering trauma, stress, illness and impoverishment? What is Socialism and Labour supposed to be about? Penalizing the poor and suffering? I don't think so!

Other parliamentary questions have been asked previously about the actual revenues being generated for the Exchequer from the use of these numbers by government departments, and the answers have indicated that large sums of money are involved, not "nothing" as claimed within this question as an answer which has been given relative to this additional abuse!

Title: Re: Parliamentary update
Post by NGMsGhost on Dec 25th, 2007 at 2:04am

dorf wrote on Dec 24th, 2007 at 8:34pm:
Other parliamentary questions have been asked previously about the actual revenues being generated for the Exchequer from the use of these numbers by government departments, and the answers have indicated that large sums of money are involved, not "nothing" as claimed within this question as an answer which has been given relative to this additional abuse!


But unfortunately they get ever more cunning and instead use the revenue to pay for the phone lines, the switchboard, the line rental and even the call centre staff as deductions before accepting any claim they are making a profit.  As nothing is then left to pass back as an actual cheque from their telco partners they then claim that they are not receiving a cut on the calls.

Or in some cases, as with NHS Direct, the revenue all seems to be going in to the pocket of a bloated and highly monopolistic British Telecom.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Dec 26th, 2007 at 12:30pm

idb wrote on Dec 24th, 2007 at 9:17am:
House of Commons Hansard Debates for 05 Dec 2007 (pt 0016)
...

Here here here yet again.

May I refer readers back to my earlier posting on these exchanges and to further links provided there.

Most significant is the reply from the Minister: -


SilentCallsVictim wrote on Dec 6th, 2007 at 12:31pm:
Ms Flint, who may understand what she is saying, confirms the following offer:

We are encouraging our staff to make the point that they can ring people back”.


Title: Re: Parliamentary update
Post by idb on Dec 26th, 2007 at 11:53pm
[Scottish parliament]

http://www.scottish.parliament.uk/business/pqa/wa-06/wa1110.htm

Scottish Executive Services

Mr Kenneth Macintosh (Eastwood) (Lab): To ask the Scottish Executive how many 0870 numbers it operates.

Holding answer issued: 9 November 2006
(S2W-29032)


Mr Kenneth Macintosh (Eastwood) (Lab): To ask the Scottish Executive which of its services operate an 0870 number.

Holding answer issued: 9 November 2006
(S2W-29033)


Mr Kenneth Macintosh (Eastwood) (Lab): To ask the Scottish Executive whether it will list the services for which it has responsibility that operate an 0870 number, also listing the telephone number.

Holding answer issued: 9 November 2006
(S2W-29034)


Mr Kenneth Macintosh (Eastwood) (Lab): To ask the Scottish Executive which of its departments operate 0870 phone lines.

Holding answer issued: 9 November 2006
(S2W-29036)


Mr Tom McCabe: Information Systems and Information Services Division manages telephony services used within the Scottish Executive. The division does not use any 0870 numbers in the provision of telephony services.

Individual departments may from time to time run public awareness campaigns which offer advice on health, education etc that use NTS services. These services would not be funded from the admin budget and no information is held centrally on the use of these services.

Information on the use of 0870 numbers across agencies and non-departmental public bodies is not held centrally and therefore that information could only be provided at disproportionate cost.

Mr Kenneth Macintosh (Eastwood) (Lab): To ask the Scottish Executive what its policy is on charging individuals who phone a service for which it is responsible.

Holding answer issued: 9 November 2006
(S2W-29035)


Mr Tom McCabe: Information Systems and Information Services Division (ISIS) manages telephony services used within the Scottish Executive. ISIS has adopted Ofcom recommendations on best practice in relation to Number Translation Services (NTS) which are often used for telephone-based services.

Individual departments may from time to time run public awareness campaigns which offer advice on health, education etc that use NTS services. These services would not be funded from the admin budget and no information is held centrally on the use of these services.

Information on the use of 08 numbers across agencies and non-departmental public bodies is not held centrally and therefore that information could only be provided at disproportionate cost.


Title: Re: Parliamentary update
Post by idb on Dec 26th, 2007 at 11:55pm
[Scottish parliament]

http://www.scottish.parliament.uk/business/pqa/wa-05/wa0317.htm

Telecommunications

Stewart Stevenson (Banff and Buchan) (SNP): To ask the Scottish Executive what 0870 numbers (a) it uses, (b) its agencies use and (c) non-departmental public bodies use and what revenue it has derived from each such number in each year since 1999.

 (S2W-14520)


Mr Tom McCabe: Information on the use of 0870 numbers across the Scottish Executive, its agencies and non-departmental public bodies is not held centrally and therefore the information requested could only be provided at disproportionate cost.

Communications and Information Services Division manages telephony services used within the Scottish Executive. The division does not use any 0870 numbers in the provision of telephony services.


Stewart Stevenson (Banff and Buchan) (SNP): To ask the Scottish Executive how many 0845 numbers (a) it uses, (b) its agencies use and (c) non-departmental public bodies use and what revenue it has derived, or costs it has incurred, from each such number in each year since 1999.

 (S2W-14521)


Mr Tom McCabe: Information on the use of 0845 numbers across the Scottish Executive, its agencies and non-departmental public bodies is not held centrally and therefore the information requested could only be provided at disproportionate cost.

Communications and Information Services Division manages telephony services used within the Scottish Executive. The Division uses one 0845 number in the provision of telephony services, specifically to facilitate calls to the Scottish Executive on a local call tariff from any where in the UK. This service costs about £9,000 per annum.


Stewart Stevenson (Banff and Buchan) (SNP): To ask the Scottish Executive how many 0800, 08000, 0500 or other "free to the caller" numbers (a) it uses, (b) its agencies use and (c) non-departmental public bodies use and what revenue it has derived, or costs it has incurred, from each such number in each year since 1999.

 (S2W-14522)


Mr Tom McCabe: Information on the use of 0800, 08000, 0500 numbers across the Scottish Executive, its agencies and non-departmental public bodies is not held centrally and therefore the information requested could only be provided at disproportionate cost.

Communications and Information Services Division manages telephony services used within the Scottish Executive; the Division makes use of two 0800 numbers to provide remote access to the Scottish Executive’s IT network at a combined cost of around £100,000 per annum. A call to an 0800 number is free to the caller with the called party paying the full cost of the call. A further four 0800 numbers in use and registered in the name of the Scottish Executive have been identified by British Telecommunications plc but no cost data is held centrally.


Stewart Stevenson (Banff and Buchan) (SNP): To ask the Scottish Executive to what extent it advertises a geographic telephone number as an alternative to each non-geographic number used to access services provided by it or its agencies and non-departmental public bodies.

 (S2W-14523)


Mr Tom McCabe: The Scottish Executive advertises telephone numbers for services through British Telecommunications plc phonebooks, the Scottish Executive website and individual publications and leaflets.

The Scottish Executive’s central switchboard and enquiry facility has two published numbers, one geographic and one non-geographic. In 2004 the decision was made to promote the use of the 0845 774 1741 number rather than the 0131 556 8400 in order to provide equality of access across Scotland. The British Telecommunications plc phonebook entries are being updated to reflect this and work is currently underway on redesigning the content and format of these entries.

The Scottish Executive website advertises both the geographical and non-geographical numbers wherever appropriate.

Information on the use of advertising of non geographic numbers as an alternative to geographic numbers across the Scottish Executive, its agencies and non-departmental public bodies is not held centrally and therefore the information requested could only be provided at disproportionate cost.


Stewart Stevenson (Banff and Buchan) (SNP): To ask the Scottish Executive how many 09 or other premium rate numbers (a) it uses, (b) its agencies use and (c) non-departmental public bodies use and what revenue it has derived from each such number in each year since 1999.

 (S2W-14524)


Mr Tom McCabe: Information on the use of 09 or other premium numbers across the Scottish Executive, its agencies and non-departmental public bodies is not held centrally and therefore the information requested could only be provided at disproportionate cost.

Communications and Information Services Division manages telephony services used within the Scottish Executive. The division does not use any 09 or other premium rate numbers in the provision of telephony services.


Stewart Stevenson (Banff and Buchan) (SNP): To ask the Scottish Executive what changes it will make to its use of telephone numbers, in light of Ofcom’s guidance for government departments using 0845 and 0870 numbers, referred to in Number Translation Services - Options for the future, published by Ofcom on 22 October 2004.

 (S2W-14525)

...

Title: Re: Parliamentary update
Post by idb on Dec 26th, 2007 at 11:55pm
...

Mr Tom McCabe: The Ofcom consultation document Number Translation Services - Options for the future was published by Ofcom on 22 October 2004 with the consultation closing on 7 January 2005. Following receipt and consideration of responses, Ofcom will set out its decision as to the Number Translation Services option to be implemented in a Statement likely to be published in calendar quarter two of 2005.

The Scottish Executive is aware of this review and will adopt Ofcom recommendations on best practice for the use of these services when the review is complete.


Title: Re: Parliamentary update
Post by idb on Dec 26th, 2007 at 11:57pm
[Scottish parliament]

Business Bulletin No. 145/2006: Monday 16 October 2006

S2W-29032 Mr Kenneth Macintosh: To ask the Scottish Executive how many 0870 numbers it operates.

S2W-29033 Mr Kenneth Macintosh: To ask the Scottish Executive which of its services operate an 0870 number.

S2W-29034 Mr Kenneth Macintosh: To ask the Scottish Executive whether it will list the services for which it has responsibility that operate an 0870 number, also listing the telephone number.

S2W-29035 Mr Kenneth Macintosh: To ask the Scottish Executive what its policy is on charging individuals who phone a service for which it is responsible.

S2W-29036 Mr Kenneth Macintosh: To ask the Scottish Executive which of its departments operate 0870 phone lines.


Title: Re: Parliamentary update
Post by idb on Dec 26th, 2007 at 11:59pm
[Scottish parliament]

http://www.scottish.parliament.uk/s3/committees/audit/or-07/au07-0502.htm

Murdo Fraser: I would like to ask a short follow-up question because your comments on the 101 number were interesting. Correct me if I am wrong, but you seemed to suggest that if we introduced a new national non-emergency number the public would become very aware of it and would make far more calls to it than the current number of non-emergency calls, so the cost might be higher than we would expect.

Miranda Alcock: The non-emergency use of 999 might reduce, but the total number of calls would increase hugely. That has happened under the new system. The convener spoke about the number of callers who had difficulty in getting through. One difficulty that every force had was in estimating the number of calls that it received before centralisation. All the forces underestimated the number of calls, so they were stuck with systems that were geared to dealing with the number of calls that they thought they would receive, while they were dealing with far higher call numbers than expected. That has been a huge change for all the forces, which they are still struggling to cope with.

The Convener: The point is relevant. Problems and demand have not necessarily increased but, because the new centres have higher capacity, they are meeting the previously unmet need. As I and, I am sure, others know from talking to constituents, if people wanted to report something that was not a life-or-death issue, they often became so frustrated that they just gave up, so the incident was never recorded. Once the system can cope with more calls, more calls inevitably get through. That has produced an upsurge in some areas.

Murdo Fraser makes a relevant point. People aspire to having a simple number, because that can be easily remembered and dialled when people know that it is not a life-or-death issue, so it does not mean a 999 call. Murdo Fraser has suggested that having such a number could have significant cost implications. We would need to consider carefully whether alternatives exist.

I have an antipathy to public agencies using 0845 or 0870 numbers, which cost a significant amount of money to call from mobile phones. Often, the poorest sections of the community have to use mobile phones to make such calls, and they can least afford that. Some households make the mobile phone their main phone to avoid paying line rental and we could burden those people with significant costs. I had to dial the 0845 number for NHS 24 when I was out with my wife and she was taken ill, and I was on the phone for a considerable time. I could afford that, but not everyone is as well placed.

We need to do further work to ensure that we have proper accountability, proper accessibility

Col 118


and proper management of costs. A balance must be struck in having an alternative to 999 and achieving public access. Perhaps we could come back to the separate issue of public access to public agencies that use such numbers.


Title: Re: Parliamentary update
Post by idb on Dec 27th, 2007 at 12:01am
[Scottish parliament]

http://www.scottish.parliament.uk/business/officialReports/meetingsParliament/or-05/sor0203-02.htm

Stewart Stevenson (Banff and Buchan) (SNP): I listened with considerable interest to Richard Baker's speech. He said many interesting and valuable things. Of course, the jobcentre plus staff are committed and engaged. During the recent problems at Richards, they went beyond the narrow brief of their job. That is an example of why the public services, in many instances, have an advantage over the services that are provided

Col 14344


by private companies. The problem is that the proposed changes put at risk the public service ideal. I am sad that Richard Baker was unable to sign the motion in Brian Adam's name, but I take it that he is supportive of it. If MPs failed to relay their constituents' concerns, whatever their individual views, they would reap the whirlwind. If those MPs are part of the Administration that is making changes that could potentially disadvantage their constituents, they will be judged not on their ability, but on their achievement.

There are some important general issues around all this. We must consider innovative ways of delivering benefits and ensuring that people in our community are able to access the benefits to which their situation entitles them. In Aberdeen, there are encouraging signs and, in some places, one can go to one address and access a range of services. However, it appears that the changes that are envisaged might well put that at risk and mean that people will have to visit many doors to get the same support as they received before.

We should not underestimate the real difficulties that people have with paperwork. My wife, like me, is a mathematician, who has made a successful business career for herself. However, like many others, faced with her tax form, she kept it right to the end until, finally, on 25 January, she said, "I need your help." By the way, I refused to give her help, on the basis that she is at least as intelligent as I am—and probably more intelligent—and that she might blame me for making a mess of it. The point is that the people who most need the support of a range of benefits are those who are least able to deal with the paperwork.

If we take that further, it is obvious that moving support to the telephone will create more barriers. As my colleague Brian Adam mentioned, it will create an economic barrier because the 0845 dialling code, which was originally introduced as a local-rate call that could be delivered nationally, is now tied to a fictional local rate that no telephone company charges that now exceeds what the telephone companies charge for national calls. The practice has been severely criticised in a recent Office of Communications report, which also criticised the charges for 0870 numbers, so I hope that we will see some change on that.

However, the proposed closures will also remove the essential across-the-desk contact that allows the adviser to see the body language of the person who is seeking help and the recipient to get feedback. Those with the greatest needs are precisely the people who will not get what they need without human access. Like other members, I suspect, I have used the services of DWP staff for many of my constituents who I thought would benefit from the benefits check facility that is

Col 14345


available. That service is put at risk by the proposed changes across Scotland.

I say yes to innovation and to delivering services through a single door. However, simply paying off staff and closing offices will contribute nothing to addressing social exclusion.


Title: Re: Parliamentary update
Post by idb on Dec 27th, 2007 at 12:07am
[Scottish parliament]

http://www.scottish.parliament.uk/s3/committees/documents/AOLettertoRoberGordon.pdf

Dear Mr Gordon,
AGS REPORT – POLICE CALL MANAGEMENT
At its meeting on the 24 October 2007, the Audit Committee considered the joint Auditor General for Scotland and Accounts Commission report entitled “Police call management (AGS/2007/08)”. An extract from the official report of that meeting is attached for information.
The Committee noted the report and agreed to write to you as the Accountable Officer to ascertain how the recommendations set out in the report will be taken forward. The Committee raised a number of concerns regarding the use of the 999 number for non-emergency calls, the provision of feedback to callers and the provision of information to attending officers. The Committee also highlighted underlying issues in relation to the accountability framework for police services in Scotland. The Committee is specifically interested in the following points:
The Report highlights the fact that a large number of 999 calls do not relate to true emergency situations. The Committee therefore wishes to know:
• Is the Scottish Government doing any work to coordinate the use of alternative numbers for non-emergency situations?
• Has the Scottish Government considered the cost and resulting accessibility implications to members of the public using mobile phones to access any alternative number, especially those numbers starting with 0845 or 0870?
• Has the Scottish Government compiled estimates of the cost to forces and to central government of using alternative numbers?
• What plans does the Scottish Government have to ensure the public are aware of what numbers they should call?
• What work is being done to ensure that police services link effectively with other emergency services in relation to management of 999 calls, to ensure effective use of public expenditure across these services?

Title: Re: Parliamentary update
Post by idb on Dec 27th, 2007 at 12:13am
[Welsh assembly]

http://www.assemblywales.org/n0000000000000000000000000035384.pdf

5. Premium Rate Numbers for GP Surgeries
5.1 The adoption of 0870 National Rate numbers by GP practices is seen as an additional cost to patients. On the 24th February 2005, the Health Minister John Hutton announced a ban on the use of such numbers by General Practices in England.
5.2 Since this announcement Wales has migrated a number of GMS practices over to the low cost 0844 numbers. Network Europe Group (NEG) has facilitated this on behalf of NHS Wales.

Title: Re: Parliamentary update
Post by Dave on Dec 27th, 2007 at 12:45am

idb wrote on Dec 27th, 2007 at 12:07am:
• Has the Scottish Government considered the cost and resulting accessibility implications to members of the public using mobile phones to access any alternative number, especially those numbers starting with 0845 or 0870?

What about the cost from landlines?

Title: Re: Parliamentary update
Post by idb on Jan 11th, 2008 at 12:37am
Questions for Oral or Written Answer beginning on Monday 14 January 2008

MONDAY 28 JANUARY
Questions for Written Answer


Notices given on Wednesday 9 January
1
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Business, Enterprise and Regulatory Reform, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179010)  
2
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Children, Schools and Families, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179008)  
3
N  Rob Marris (Wolverhampton South West): To ask the Chancellor of the Duchy of Lancaster, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179007)  
4
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Communities and Local Government, how many 0845 or similar cost telephone numbers are used by (a) her Department and (b) related departmental bodies for public access to services.
(179009)  
5
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Culture, Media and Sport, how many 0845 or similar telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179013)  

THURSDAY 7 FEBRUARY
Questions for Written Answer

Notices given on Tuesday 8 January
1
N  Mr Rob Wilson (Reading East): To ask the Chancellor of the Duchy of Lancaster, whether it is the Government's policy to publish geographic telephone numbers of Government Departments and agencies that use non-geographic numbers for call centres.
(177945)


Title: Re: Parliamentary update
Post by idb on Jan 15th, 2008 at 2:36am
Notices given on Thursday 10 January
1
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Defence, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179198)  
2
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Environment, Food and Rural Affairs, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179199)  
3
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Foreign and Commonwealth Affairs, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179200)  
4
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Health, how many 0845 or similar cost telephone numbers are used by (a) his Department, (b) the NHS and (c) related departmental bodies for public access to services.
(179201)  
5
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for the Home Department, how many 0845 or similar cost telephone numbers are used by (a) her Department and (b) related departmental bodies for public access to services.
(179202)  


Notices given on Friday 11 January
1
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Innovation, Universities and Skills, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179377)  
2
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for International Development, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179376)  
3
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Justice, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179375)  
4
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Northern Ireland, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179373)  
5
N  Rob Marris (Wolverhampton South West): To ask the Secretary of State for Scotland, how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.
(179374)

Title: Re: Parliamentary update
Post by idb on Jan 15th, 2008 at 2:38am
Provisional Forthcoming Business of the House of Commons
21 - 25 January 2008


Monday 21 January

The House will sit at 2.30pm

Oral Questions - Defence, including Topical Questions
Legislation - European Union (Amendment) Bill - Second reading
Adjournment - 0844 revenue sharing telephone numbers - Mr Graham Stuart

Title: Re: Parliamentary update
Post by idb on Jan 17th, 2008 at 11:50pm
House of Commons Hansard Written Answers for 16 Jan 2008 (pt 0037)

Social Security Benefits: Telephone Services
Sandra Osborne: To ask the Secretary of State for Work and Pensions what estimate he has made of the average cost of making a benefit claim by telephone. [170794]

Caroline Flint: The Department estimates the average cost of making benefit claim by telephone using a BT landline telephone is in the following table.

Benefit Basis of calculation Cost (p)
Attendance allowance
0800 number
Nil

Carers allowance
0800 number
Nil

Disability living allowance
0800 number
Nil

Incapacity benefit
0800 number
Nil

Income support
0800 number
Nil

Jobseeker's allowance
0800 number
Nil

Pension credit
0800 number
Nil

State pension
0845 number. Monday to Friday 6am to 6pm. Based on an average call of 20 minutes at 3.95p per minute including a 6p set up fee per call.
86

State pension
0845 number. Monday to Friday before 6am and after 6pm and on Saturday. Based on an average call of 20 minutes at a BT rate of 1p per minute including a 6p set up fee per call.
26

Social fund crisis loans
0800 number
Nil


The Pension Service will always offer to call state pension customers back if they express any concerns about the costs being incurred.

Customers calling an 0800 or 0845 number from their mobile phone, non BT phone network or from abroad will be charged at the specific operators call rate.


Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 18th, 2008 at 4:21am

idb wrote on Jan 17th, 2008 at 11:50pm:
Caroline Flint: The Department estimates the average cost of making benefit claim by telephone using a BT landline telephone is in the following table:

0845 number. Monday to Friday 6am to 6pm. Based on an average call of 20 minutes at 3.95p per minute including a 6p set up fee per call.

0845 number. Monday to Friday before 6am and after 6pm and on Saturday. Based on an average call of 20 minutes at a BT rate of 1p per minute including a 6p set up fee per call.

Oh dear. Start again.

If I read the BT tariff sheet correctly the rates of 3.95p and 1p only apply to those on the Light User Scheme, BT Basic or BT Standard Rate, who incur a set up fee of 3p. Most BT landline customers will be on BT Together.

The only actual figures given are incorrect, and surely these are atypical claimants.

In a recent debate (see posting covering this), it was mentioned that around 50% of telephone claims are made using a mobile phone. This renders all of the zero figures meaningless.

The question asked for the “average cost of making a benefit claim", not possible minimum costs giving incorrect figures for a rarely used telephone tariff for only one benefit based on an average call duration. It was the average cost that was requested. That would never be zero.



idb wrote on Jan 17th, 2008 at 11:50pm:
… “The Pension Service will always offer to call state pension customers back if they express any concerns about the costs being incurred”.

One may first wish to consider the likelihood of callers being aware of the cost they are incurring so that they could become concerned. One may then wonder if someone who is politely asking about which of a complex array of benefits they may be entitled to receive would wish to start the conversation with a complaint. Some may do this as they angrily demand their rights, but they are no more entitled to fair treatment than those who may adopt a supplicatory tone.

From a political perspective, one may question why we are paying benefits to those who are so wealthy that they may be unconcerned about how they spend money. Those who have no concern about the cost of the call should surely be denied the benefit! Must that concern be expressed?

The answer given suggests that the 50% who call from mobiles do not receive this offer if they have called one of the numbers associated with Attendance allowance, Carers allowance, Disability living allowance, Incapacity benefit, Income support, Jobseeker's allowance, Pension credit or Social fund crisis loans.

In the recent debate (see link to posting above) Ms Flint indicated that the offer to call back applied to all DWP claimamts, not just those claiming the state pension.

Let us hope the hold message says something like “we are sorry for the high cost you may be incurring whilst listening to this message, but as soon as you get through we will be happy to call you back if you are concerned about this”.

There is very good and widely-used technology that will automatically record a request for a call back and schedule it. For those who are prepared to call back to those who are happy to give their number and wait for a call, this technology saves the wasted time, annoyance and totally unnecessary cost incurred by waiting on a dead telephone line.

(Members who are particularly engaged with this issue may wish to provide a suitable briefing for Ms Flint, her DWP officials who wrote this reply, Ms Osborne and others, including those who participated in the earlier debate.)

Title: Re: Parliamentary update
Post by kk on Jan 18th, 2008 at 2:44pm
Hi SCV

Will you be sending your comments about the incorrect answer to both the minister (Caroline Flint) and to the questioner (Sandra Osborne)?  

The House of Commons has clearly been mislead by the answer given and as such the Minister will have to apologise and give reasons for giving a misleading answer.

Misleading the House is always treated as a serious matter.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 18th, 2008 at 3:13pm

kk wrote on Jan 18th, 2008 at 2:44pm:
Hi SCV

Will you be sending your comments about the incorrect answer to both the minister (Caroline Flint) and to the questioner (Sandra Osborne)?

Many members are in contact with many MPs and others about the various issues raised in these boards.

We seek to find the most effective way of making a change for the better, rather than simply complaining about how things are. Tactical considerations therefore demand that some discretion is shown in who contacts whom, about what issue and when they do it.

Some of us also think it best not to empty their complete in and out mailboxes into the forum, but only to draw attention to matters in the public domain that may be of interest to all readers.

I am sure that some will have picked up on the suggestion at the end of my message. That is no reason why others may not wish to do so also.

David

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 21st, 2008 at 12:31pm
HOUSE OF COMMONS ADJOURNMENT DEBATE
0844 REVENUE SHARING TELEPHONE NUMBERS
MONDAY 21 JANUARY 2008


Graham Stuart MP will introduce a debate on this topic at the end of today’s sitting in the Commons chamber.

This will commence after any 10:00 pm divisions at the conclusion of the debate on Europe.

The debate will last for 30 minutes. Mr Stuart may take interventions from other members. A minister will reply on behalf of the government.

This is simply a discussion; the only vote will be “that this house do now adjourn”.


The debate will be broadcast by BBC Parliament and by Parliament Live

A record will be found in Hansard from 8:00 am on Tuesday morning

Members may wish join efforts to encourage participation by MPs and coverage by the media.

Links to the published proceedings will be published in this thread.

Title: Re: Parliamentary update
Post by idb on Jan 21st, 2008 at 7:33pm

SilentCallsVictim wrote on Jan 21st, 2008 at 12:31pm:
HOUSE OF COMMONS ADJOURNMENT DEBATE
0844 REVENUE SHARING TELEPHONE NUMBERS
MONDAY 21 JANUARY 2008


Graham Stuart MP will introduce a debate on this topic at the end of today’s sitting in the Commons chamber.

This will commence after any 10:00 pm divisions at the conclusion of the debate on Europe.

The debate will last for 30 minutes. Mr Stuart may take interventions from other members. A minister will reply on behalf of the government.

This is simply a discussion; the only vote will be “that this house do now adjourn”.


The debate will be broadcast by BBC Parliament and by Parliament Live


The direct link for today's debate appears to be http://www.parliamentlive.tv/Main/VideoPlayer.aspx?meetingId=789&rel=ok - currently showing a discussion about the EU. I'll be tuning back in around 5pm EST/10pm GMT, hopefully to see the 0844 debate. Is there any chance that anything productive will occur?!

Title: Re: Parliamentary update
Post by Heinz on Jan 22nd, 2008 at 9:38am

idb wrote on Jan 21st, 2008 at 7:33pm:
Is there any chance that anything productive will occur?!

No.

As you probably know by now, you were subjected to political points-scoring of a very juvenile nature between the 3 or 4 MPs (out of the 640 or so) who stayed that late.

Title: Re: Parliamentary update
Post by Dave on Jan 22nd, 2008 at 11:04am
The full text of last night's debate on 0844 numbers at GP surgeries is here:

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080121/debtext/80121-0023.htm#0801223000005

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 22nd, 2008 at 11:36am

Heinz wrote on Jan 22nd, 2008 at 9:38am:

idb wrote on Jan 21st, 2008 at 7:33pm:
Is there any chance that anything productive will occur?!

No.

As you probably know by now, you were subjected to political points-scoring of a very juvenile nature between the 3 or 4 MPs (out of the 640 or so) who stayed that late.

More significantly, a failure to focus on the key issue - the breach of the GMS contract represented by revenue sharing - caused the discussion to be diluted.

There are many other important issues around use of 0844 and 0845 numbers where it is the cost of calling, rather than the illegaility of revenue sharing, that is the key issue. The issue of waiting on hold is also important. All of these are important and connected, but sometimes need to be addressed separately.

Whilst overall we wanted a lot more to be achieved, we cannot say that nothing happened. We now need the media to pick up and repeat some of what was said, whilst we see what may be done through whatever the DH is actually going to do.

Title: Re: Parliamentary update
Post by Dave on Jan 22nd, 2008 at 11:39am
House of Commons Hansard Written Answers for 14 Jan 2008 (pt 0005)

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080114/text/80114w0005.htm#08011511000018

Emergency Calls

Mrs. Iris Robinson: To ask the Secretary of State for Northern Ireland how many 999 calls were received by the Police Service of Northern Ireland (a) in the year before the introduction of their non-emergency 0854 600 8000 number and (b) between November 2006 and October 2007. [171785]

14 Jan 2008 : Column 832W

Paul Goggins: The PSNI introduced its non-emergency number 0845 600 8000 on 1 November 2005. Between November 2006 and October 2007, more than 173,000 calls were made to this number.

The PSNI receives approximately 300,000 emergency 999 calls per annum.

Complete information on the number of 999 calls received by the PSNI is available from June 2007. For the periods November 2004 to October 2005 and November 2006 to May 2007, information is only available for 999 calls received within PSNI’s Urban region. Systems were not in place to collate the number of 999 calls received within Rural region during these periods. Systems were implemented for Rural region from June 2007 with the introduction of enhanced technology and the consolidation of rural control rooms.

The figures do not permit comparisons to be made because of changes to district structures.

The total number of 999 calls received on a monthly basis from June to October 2007 is shown in the following table.

1997      Total 999 calls received by PSNI
June      19,457
July      20,788
August      21,022
September      20,124
October      21,004

Title: Re: Parliamentary update
Post by Dave on Jan 22nd, 2008 at 11:44am
House of Commons Hansard Written Answers for 14 Jan 2008 (pt 0047)

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080114/text/80114w0047.htm#08011543000102

NHS: Telephone Services

Mr. Lansley: To ask the Secretary of State for Health (1) which (a) organisations and (b) individuals his Department intends to consult on the possibility of introducing a new three-digit number for urgent care services, as stated in his Department’s NHS next stage review interim report, Our NHS, Our Future; [175029]

(2) how the NHS Next Stage Review will take forward the exploration of the possibility of introducing a single three-digit number for urgent care services, as described on page four of his Department’s document Urgent care update: Key areas highlighted by the Direction of Travel consultation and other work; [175031]

(3) whether a new three-digit number for urgent care services, as referred to in his Department’s NHS next stage review interim report, Our NHS, Our Future, will be delivered through NHS Direct. [175033]

Mr. Bradshaw: As part of the national health service next stage review, local clinical pathway groups are considering ways to improve the public’s understanding of how to access urgent care services. As the interim report of the review, published on 4 October, made clear, there may be benefit in adopting a three-digit number as a single point of access to urgent care. Various options are being considered.

The NHS Direct telephone advice service, which currently operates on 0845 4647, will shortly have to change its number. While it could move to an 03 number, we have had a preliminary discussion with Ofcom about the possibility of securing a three-digit number for NHS Direct. Any proposal would need to follow Ofcom’s normal process for consultation with the public.

Title: Re: Parliamentary update
Post by Dave on Jan 22nd, 2008 at 10:15pm
Scottish Parliament -- Business Bulletin No. 9/2008: Thursday 17 January 2008

http://www.scottish.parliament.uk/business/businessBulletin/bb-08/bb-01-17d.htm

Section D - Oral questions selected for answer on 24 January 2008

Question Time

General

[...]

10. Ian McKee: To ask the Scottish Executive what its policy is on the use of telephone numbers with the prefix 0845 by public agencies. (S3O-2048)

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 29th, 2008 at 4:36pm
Rob Marris has achieved answers from many government departments to his circular question about how many “0845 and similar cost telephone numbers” are being used

Some of the answers given do include 0870 and even 0800, so the point is probably understood.

The index in Hansard is at http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080128/index/80128-x.htm

Answers for each department are given in alphbetical order by topic, this is “Departmental Telephone Numbers”.

A summary of the results for 28 January 2008:

1. Zero - DCMS, Northern Ireland, Scotland and Wales.
2. Clear answer given – DCLG:1; DfID:1; FCO:2; DEFRA:15; Transport:31; Home: 37; Exchequer:1222
3. Partial answer (there are more) – Defence:0; DCSF:17; Justice:111;  Health:5 (this is worth reading)
4. No answer yet: Cabinet Office, DBERR, DIUS, DWP

When we have the full set, there must be pressure for action - maybe new topics are needed.

David

Title: Re: Parliamentary update
Post by idb on Jan 31st, 2008 at 1:14am
House of Commons Hansard Written Answers for 28 Jan 2008 (pt 0009)

Departmental Telephone Services
Rob Marris: To ask the Secretary of State for Transport how many 0845 or similar cost telephone numbers are used by (a) her Department and (b) related departmental bodies for public access to services. [180076]


28 Jan 2008 : Column 44W

Jim Fitzpatrick: The numbers of 0845 or similar cost telephone numbers used by the Department of Transport and its Agencies are as follows:

Numbers of 0845 or similar cost numbers Comments
DfT (Central)
1
0845

DVLA
17
Fifteen 0870, one 0845 and one 0800

HA
4
Two 0845 and two 0870

DSA
4
The four 0870 numbers are currently being changed to 0300 numbers. Both are being run simultaneously for a few months to assist customer migration, and 0870 will then be discontinued.

MCA
1
0870

VOSA
3
Two 0870 and one 0845

VGA
1
0844

GCDA
0


Title: Re: Parliamentary update
Post by idb on Jan 31st, 2008 at 1:14am
House of Commons Hansard Written Answers for 28 Jan 2008 (pt 0020)

Departmental Telephone Service
Rob Marris: To ask the Secretary of State for the Home Department how many 0845 or similar cost telephone numbers are used by (a) her Department and (b) related departmental bodies for public access to services. [179202]

Mr. Byrne: The information requested is shown in the following table.

Number Purpose Type
0870 521 0410
Passport advice line
Phone

0870 240 8090
Passport advice line (Text Phone Service)
Minicon

0870 243 4477
Passport inquiries for High Street Partners
Phone

0870 243 1902
Passport Complaints
Phone

0870 909 0778
Criminal Records Bureau Disclosure dispute line
Phone

0870 125 1256
Siemens Business Services Query Letters
Phone

0870 909 0844
Criminal Records Bureau Disclosure application line
Phone

0870 909 0223
Criminal Records Bureau Welsh Language Line
Phone

0870 909 0344
Criminal Records Bureau
Minicon

0870 241 4680
Home Office's mailing house, Prolog
Phone

0870 241 4786
Home Office's mailing house, Prolog
Fax

0870 220 2000
TOGETHER (advice line for practitioners on tackling antisocial behaviour).
Phone

0870 336 9031
Contact Private Office to Jacqui Smith
Fax

0870 336 9032
Contact Private Office to Lord West
Fax

0870 336 9033
Contact Private Office to Vernon Coaker
Fax

0870 336 9034
Contact Private Office to Liam Byrne
Fax

0870 336 9035
Contact Private Office to Tony McNulty
Fax

0870 336 9036
Contact Private Office to Meg Hillier
Fax

0870 336 9048
Contact Parliamentary Team
Fax

0870 336 9045
Contact Ministers' Special Advisers
Fax

0870 336 9041
Contact Private Office Management Support Unit
Fax

0870 336 9037
Contact Permanent Secretary's Office
Fax

0870 243 0100
Security Industry Authority
Phone

0845 010 6677
Employers1 Helpline
Phone

0845 039 8002
PROSPECTS helpline
Phone

0845 601 2298
BIA Evidence and Enquiry line
Phone

0870 240 3781
Immigration Enquiry Bureau (enforcement and removals -recorded message only)
Phone


28 Jan 2008 : Column 95W

28 Jan 2008 : Column 96W
0845 300 2002
Independent Police Complaints Commission
Phone

0870 909 0811
Criminal Records Bureau General Inquiries
Phone

0870 909 0822
Criminal Records Bureau Registration Information Line
Phone

0845 602 1739
Enquiries about asylum support applications
Phone

0870 606 7766
Immigration Enquiry Bureau
Phone

0870 241 0645
Requests for immigration application forms
Phone

0845 010 5200
Nationality telephone enquiries
Phone

0870 521 0224
BIA Work Permits Literature Order Line
Phone

0845 600 0914
Asylum Support Customer Contact Centre
Phone

0870 241 6523
Enquiries about the work of the BIA Complaints Unit and advice to callers about how to complain
Phone


Title: Re: Parliamentary update
Post by idb on Jan 31st, 2008 at 1:16am
House of Commons Hansard Written Answers for 28 Jan 2008 (pt 0035)

Departmental Telephone Services
Rob Marris: To ask the Secretary of State for Children, Schools and Families how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services. [179008]

Kevin Brennan: The information as requested is not readily available centrally within the Department for Children, Schools and Families (DCSF). To respond fully would involve an extensive information collection exercise which would exceed the recommended disproportionate cost threshold. However, to be helpful; using a variety of information and data sources relating solely to DCSF headquarters, the following information can be provided.

DCSF currently sponsor seven telephone numbers with the prefix (a) 0870, and 10 telephone numbers with the prefix (b) 0845. Alternative geographic telephone numbers are available in each case.


Title: Re: Parliamentary update
Post by idb on Jan 31st, 2008 at 1:16am
House of Commons Hansard Written Answers for 28 Jan 2008 (pt 0028)

Departmental Telephone Services
Rob Marris: To ask the Secretary of State for Justice how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services. [179375]

Maria Eagle: My Department has 58 0845 telephone numbers and 53 0870 numbers which are in use for the public.

The Department does not keep a central record for related departmental bodies.


Title: Re: Parliamentary update
Post by idb on Jan 31st, 2008 at 1:17am
House of Commons Hansard Written Answers for 28 Jan 2008 (pt 0016)

Departmental Telephone Services
Rob Marris: To ask the Secretary of State for Environment, Food and Rural Affairs how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services. [179199]

Jonathan Shaw: The information requested is set out in the following table.

DEFRA, Executive agency or non-departmental public body Customer contact service 08XX Number
DEFRA
DEFRA Helpline
08459 33 55 77

 
Animal Health
National Scrapie Plan
0845 601 4858

Welfare in Transit
0845 603 8395

Pet Travel Scheme Helpline
0870 241 1710

 
Government Decontamination Service

08458 501323

 
Rural Payments Agency
Rural Payments Agency Customer Service Centre
0845 603 7777

British Cattle Movement Service
 
English line
0845 050 1234

Welsh line
0845 050 3456


28 Jan 2008 : Column 75W
Agricultural Wages Board for England and Wales

0845 000 0134

 
Consumer Council for Water

0845 039 2837

 
Environment Agency
National Customer Contact Centre
08708 506 506

Incident Hotline
0800 80 70 60

Hazardous Waste Registration
08708 502 858

Agricultural Waste Registration
0845 603 3113

Flood Line
0845 988 1188

 
Gangmasters Licensing Authority

0845 602 5021

 
Natural England
 0845 600 3078


Title: Re: Parliamentary update
Post by rickwookie on Jan 31st, 2008 at 1:16pm

idb wrote on Jan 21st, 2008 at 7:33pm:

SilentCallsVictim wrote on Jan 21st, 2008 at 12:31pm:
HOUSE OF COMMONS ADJOURNMENT DEBATE
0844 REVENUE SHARING TELEPHONE NUMBERS
MONDAY 21 JANUARY 2008


Graham Stuart MP will introduce a debate on this topic at the end of today’s sitting in the Commons chamber.

This will commence after any 10:00 pm divisions at the conclusion of the debate on Europe.

The debate will last for 30 minutes. Mr Stuart may take interventions from other members. A minister will reply on behalf of the government.

This is simply a discussion; the only vote will be “that this house do now adjourn”.


The debate will be broadcast by BBC Parliament and by Parliament Live


The direct link for today's debate appears to be http://www.parliamentlive.tv/Main/VideoPlayer.aspx?meetingId=789&rel=ok - currently showing a discussion about the EU. I'll be tuning back in around 5pm EST/10pm GMT, hopefully to see the 0844 debate. Is there any chance that anything productive will occur?!

Confirmed, video link is: http://www.parliamentlive.tv/Main/VideoPlayer.aspx?meetingId=789&rel=ok

Forward into the video to 7h 48m 50s for the start of the debate.

Text transcript of the debate can be found here:
http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080121/debtext/80121-0023.htm#0801223000005

Title: Re: Parliamentary update
Post by Barbara on Jan 31st, 2008 at 1:59pm
Re the information provided in post 202 by idb above for replies given on 28th January regarding nos used by DSA which claims they are moving towards 03 nos muddled by the post under "Govt & Public Sector - DVLA rep" where an MP received a reply saying they had abandoned 03 nos as OFCOM had not changed the rules? Surely these are both agencies of the same department so I would have thought would have worked to the same rules?   Have is missed something?   Another case of "joined up government"?   If I have read these correctly, it seems ministers/civil servants need to communicate?   Perhaps someone who knows how to do this could ascertain which is the correct information so the public can be advised properly!

Title: Re: Parliamentary update
Post by idb on Feb 1st, 2008 at 12:45am
Order Book Part 2

76
Mr Alistair Carmichael (Orkney and Shetland): To ask the Secretary of State for Culture, Media and Sport, when he expects Ofcom to issue its review of charges of calls made to 0870 numbers; for what reason the review has been delayed; and if he will make a statement.

Title: Re: Parliamentary update
Post by idb on Feb 1st, 2008 at 12:46am
Order Book Part 1

Questions to the Secretary of State for Business, Enterprise and Regulatory Reform
1
Mr Alistair Carmichael (Orkney and Shetland): To ask the Secretary of State for Business, Enterprise and Regulatory Reform, what agencies under his Department's responsibilities use (a) 0845 and (b) 0870 telephone codes for customer enquiries; how many 0845 or 0870 telephone codes each agency uses; and how much revenue was generated by each of these codes for each agency in each of the last five years.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Feb 1st, 2008 at 1:23am

Barbara wrote on Jan 31st, 2008 at 1:59pm:
If I have read these correctly, it seems ministers/civil servants need to communicate?   Perhaps someone who knows how to do this could ascertain which is the correct information so the public can be advised properly!
As the letter and the written answer were both given in the name of Jim Fitzpatrick this is not confusion between people.

The confusion (deliberate or otherwise) is about the role of Ofcom. Ofcom is neither a hero nor a totally innocent victim, but on this, as on many other occasions, it is being used as a scapegoat. Government departments like to pretend that Ofcom can tell them what to do, because that shifts the blame off them.

Ofcom has not directed any government department to stop using 0870 and to use 03 instead, because IT CANNOT DO THAT. Ofcom's powers of regulation only apply to the telcos. It can regulate how they charge for 03 and to whom they issue particular 03 numbers. Its powers in relation to 0870 numbers are stronger than it pretends, but it cannot tell any existing consumer not to use them. (Yes, government departments are consumers of telephone services just like you or I.)

The delay in switching off the 0870 numbers and migrating to 0300 has nothing to do with Ofcom. It is purely a matter for the Department, the Agency, their telecomms supplier and service users.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Feb 1st, 2008 at 2:16am

idb wrote on Feb 1st, 2008 at 12:45am:
Mr Alistair Carmichael (Orkney and Shetland): To ask the Secretary of State for Culture, Media and Sport, when he expects Ofcom to issue its review of charges of calls made to 0870 numbers …

idb wrote on Feb 1st, 2008 at 12:46am:
Mr Alistair Carmichael (Orkney and Shetland): To ask the Secretary of State for Business, Enterprise and Regulatory Reform, what agencies under his Department's responsibilities use (a) 0845 and (b) 0870 telephone codes …

Mr Carmichael is a little confused.

The first question should have been asked of the DBERR, as this covers the telecomms work of Ofcom, although it is not an agency of the Department. DCMS covers Ofcom’s involvement in broadcasting. Noting similar mistakes in the past, he may get a reply anyway, although this could only cover what any government department “expects” to happen, it could not give any promises.

The second question is perhaps trying to fill a gap in the answers to the circular question that Rob Marris received on Monday (referred to in previous postings). As at Thiursday morning, Mr Marris was still awaiting the answer from the DBERR along with those from DIUS and DWP (“holding answers” will have been given). The Cabinet Office (Chancellor of the Duchy of Lancaster) replied on Wednesday saying Zero.

Title: Re: Parliamentary update
Post by idb on Feb 6th, 2008 at 11:59pm
House of Commons Hansard Written Answers for 05 Feb 2008 (pt 0014)

Departmental Telephone Services
Mr. Carmichael: To ask the Secretary of State for Transport how much revenue was generated by each (a) 0845 and (b) 0870 telephone code used for customer enquiry lines by her Department's agencies in each of the last five years. [183953]


5 Feb 2008 : Column 1008W

Jim Fitzpatrick: The following agencies of the Department for Transport have 0870 telephone codes which generated the following revenue over the last five years—no 0845 codes generated revenue:

DVLA DSA VOSA
2002-03
623,539
(1)—
0

2003-04
874,965
702,326
0

2004-05
1,945,131
706,399
10,386

2005-06
2,423,517
693,254
63,407

2006-07
1,945,131
623,284
72,397

2007-08 to date
2,555,102
404,043
62,894

Comments
0870 numbers
0870 numbers
0870 numbers

(1) Not available.


Title: Re: Parliamentary update
Post by idb on Feb 7th, 2008 at 12:00am
House of Commons Hansard Written Answers for 05 Feb 2008 (pt 0019)

Duchy of Lancaster
Departmental Telephone Services
Mr. Carmichael: To ask the Chancellor of the Duchy of Lancaster what agencies under his Department's responsibilities use (a) 0845 and (b) 0870 telephone codes for customer enquiries; how many 0845 or 0870 telephone codes each agency uses; and how much revenue was generated by each of these codes for each agency in each of the last five years. [183962]

Mr. Watson: I refer the hon. Member to the answer I gave my hon. Friend the Member for Wolverhampton, South-West (Rob Marris) on 29 January 2008, Official Report, column 248W.


Title: Re: Parliamentary update
Post by Dave on Feb 8th, 2008 at 5:04pm
From Scottish Parliament - Written Answers Thursday 24 January 2008

http://www.scottish.parliament.uk/business/pqa/wa-08/wa0124.htm#25

Public Sector

Ian McKee (Lothians) (SNP): To ask the Scottish Executive what its policy is on the use of telephone numbers with the prefix 0845 by public agencies.        (S3O-2048)

John Swinney: The Scottish Government is guided in its use of 0845 numbers by best practice as recommended by OFCOM. The Scottish Government does use some 0845 numbers, but their continued use will be reviewed when OFCOM have completed their on-going review of Number Translation Services.

Title: Re: Parliamentary update
Post by idb on Feb 8th, 2008 at 11:39pm
House of Commons Hansard Written Answers for 07 Feb 2008 (pt 0033)

Departmental Telephone Services
Rob Marris: To ask the Secretary of State for Business, Enterprise and Regulatory Reform how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services. [179010]

Mr. Thomas: My Department administers one 0870 telephone number and seven 0845 telephone numbers for public use.

I have asked the chief executives of the Insolvency Service and Companies House to reply directly to the hon. Member. Copies of their letters will be placed in the Libraries of the House.


7 Feb 2008 : Column 1445W

Letter from Stephen S peed, dated 7 February 2008:

The Secretary of State for Business, Enterprise and Regulatory Reform has asked me to reply to you directly on behalf of The Insolvency Service in respect of your question (2007/948) asking how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services.

The Insolvency Service has three 0845 lines. These are: the Insolvency Service Enquiry Line, the Redundancy Payments Helpline and the Enforcement Hotline.

Letter from Gareth Jones, dated 7 February 2008:

I am responding on behalf of Companies House to your recently tabled Parliamentary Question to the Secretary of State for Business Enterprise and Regulatory Reform.

Companies House's Contact Centre telephone number is 0870 3333636.


Title: Re: Parliamentary update
Post by idb on Feb 8th, 2008 at 11:40pm
House of Commons Hansard Written Answers for 06 Feb 2008 (pt 0002)

Departmental Telephone Services

Mr. Carmichael: To ask the Secretary of State for Northern Ireland which of his Department's agencies use the (a) 0845 and (b) 0870 telephone codes for customer enquiries; how many 0845 or 0870 telephone codes each agency uses; and how much revenue was generated by each of these codes for each agency in each of the last five years. [184046]

Mr. Woodward: The Northern Ireland Prison Service use one 0845 number but the service provider, Cable and Wireless do not supply information on revenue generated by the 0845 number.


Title: Re: Parliamentary update
Post by idb on Feb 8th, 2008 at 11:41pm
House of Commons Hansard Written Answers for 06 Feb 2008 (pt 0006)

Departmental Telephone Services

Mr. Carmichael: To ask the Secretary of State for Foreign and Commonwealth Affairs how much revenue was generated by each (a) 0845 and (b) 0870 telephone code used by his Department's agencies for customer enquiry lines in each of the last five years. [183952]

Meg Munn: The 0845/0870 numbers, in use by the Foreign and Commonwealth Office, are provided free of charge and for our convenience by the service provider.

The Foreign and Commonwealth Office generates no revenue from their use

Title: Re: Parliamentary update
Post by idb on Feb 8th, 2008 at 11:43pm
House of Commons Hansard Written Answers for 07 Feb 2008 (pt 0004)

Departmental Telephone Services

Mr. Rob Wilson: To ask the Secretary of State for Communities and Local Government how many non-geographic telephone numbers are in use by her Department and its agencies; and what revenue their use generated in each year for which figures are available. [180715]

Mr. Dhanda: Communities and Local Government and its agencies has one non-geographical telephone number to provide information to homeowners in relation to Energy Performance Certificates (0845 365 2468). A third party manages this service on behalf of the Department. The Department does not derive any revenue from this service.


Title: Re: Parliamentary update
Post by Heinz on Feb 9th, 2008 at 10:14am

idb wrote on Feb 8th, 2008 at 11:43pm:
House of Commons Hansard Written Answers for 07 Feb 2008 (pt 0004)

Departmental Telephone Services

Mr. Rob Wilson: To ask the Secretary of State for Communities and Local Government how many non-geographic telephone numbers are in use by her Department and its agencies; and what revenue their use generated in each year for which figures are available. [180715]

Mr. Dhanda: Communities and Local Government and its agencies has one non-geographical telephone number to provide information to homeowners in relation to Energy Performance Certificates (0845 365 2468). A third party manages this service on behalf of the Department. The Department does not derive any revenue from this service.

Why on earth are these supposedly intelligent people not asking the right question?

The question in this case should have been:

"Mr. Rob Wilson: To ask the Secretary of State for Communities and Local Government how many non-geographic telephone numbers other than '03' numbers are in use by her Department and its agencies; what revenue their use generated in each year for which figures are available; why the have not yet been changed to 03 numbers as recommended by the COI; and when they will be changed to 03 numbers.

Title: Re: Parliamentary update
Post by idb on Feb 22nd, 2008 at 10:40pm
Part 2: Oral and Written Questions from
Monday 25 February 2008

290

Mrs Linda Riordan (Halifax): To ask the Secretary of State for Health, if he will take steps to replace 0844 numbers with 0800 numbers for patients calling their GPs.

Title: Re: Parliamentary update
Post by idb on Feb 22nd, 2008 at 10:42pm
House of Commons Hansard Written Answers for 21 Feb 2008 (pt 0009)

Departmental Telephone Services
Rob Marris: To ask the Secretary of State for Innovation, Universities and Skills how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services. [179377]

Mr. Lammy [holding answer 28 January 2008]: Comprehensive information about 0845 and similar numbers is not readily available centrally and to respond fully would involve an extensive information collection exercise which would exceed the recommended disproportionate cost threshold. However, using a variety of information and data sources, I can confirm that the following numbers are in use:

Telephone numbers Access services
0845 603 4599
The UK Intellectual Property Office

0845 922 2250
The UK Intellectual Property Office

0845 950 0505
The UK Intellectual Property Office

0870 191 0111
Biotech Support

0870 191 0112
Information Society Support

0870 191 0113
NMP Helpline

0870 191 0114
1ST in Manufacturing

0870 191 0115
SME Helpline

0870 191 0116
Beta Technology (Research and Innovation Support). No longer promoted and routes to 0870 600 6080

0870 606 1515
National 1ST Programme Helpline. No longer promoted and routes to 0870 600 6080

0870 240 5927
FP7UK Helpline (Textphone)

0870 240 5929
FP7UK Helpline (Fax)

0870 600 6080
FP7UK Helpline

0870 191 0117
Transport (including Aeronautics) Helpline

0870 191 0118
Space Helpline


Title: Re: Parliamentary update
Post by idb on Feb 22nd, 2008 at 10:43pm
House of Commons Hansard Written Answers for 20 Feb 2008 (pt 0012)

Departmental Telephone Services

Mr. Carmichael: To ask the Chancellor of the Exchequer how much revenue was generated by each (a) 0845 and (b) 0870 telephone code used for customer enquiry lines by his Department's agencies in each of the last five years. [183954]

Angela Eagle: The UK Debt Management Office (DMO), HM Treasury's only agency, has generated no revenue from the operation of 0845 or 0870 telephone codes in the last five years. The DMO uses some 0845 telephone numbers but not for income generation purposes.


Title: Re: Parliamentary update
Post by idb on Feb 22nd, 2008 at 10:45pm
Questions for Oral or Written Answer
beginning on Wednesday 20 February 2008
(the 'Questions Book')

558

Mr Alistair Carmichael (Orkney and Shetland): To ask the Secretary of State for Transport, pursuant to the Answer of 5th February 2008, Official Report, columns 1007-8W, on departmental telephone services, how much revenue generated from 0870 telephone numbers of her Department's agencies came from Scottish landline numbers in each year.

Title: Re: Parliamentary update
Post by idb on Feb 22nd, 2008 at 10:46pm
Questions for Oral or Written Answer
beginning on Monday 18 February 2008
(the 'Questions Book')

21

Anne Milton (Guildford): To ask the Secretary of State for Business, Enterprise and Regulatory Reform, which (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are used by (i) his Department and (ii) agencies which report to his Department.

Title: Re: Parliamentary update
Post by idb on Feb 22nd, 2008 at 10:47pm
House of Commons Hansard Written Answers for 18 Feb 2008 (pt 0001)

Telephone Calls: Ofcom

Mr. Carmichael: To ask the Secretary of State for Culture, Media and Sport when he expects Ofcom to issue its review of charges of calls made to 0870 numbers; what the reasons are for the time taken to complete the review; and if he will make a statement. [184308]

Malcolm Wicks: I have been asked to reply.

The matter raised is the responsibility of the independent regulator, the Office of Communications (Ofcom), which is accountable to Parliament rather than Ministers. Accordingly, I have asked the chief executive of Ofcom to reply directly to the hon. Member. Copies of the chief executive's letter will be placed in the Libraries of both Houses.


Title: Re: Parliamentary update
Post by idb on Feb 22nd, 2008 at 10:53pm
Questions for Oral or Written Answer
beginning on Thursday 21 February 2008
(the 'Questions Book')

Questions to the Secretary of State for Work and Pensions

475
Ben Chapman (Wirral South): To ask the Secretary of State for Work and Pensions, how many incidents of jobcentre 0845 telephone system failure have occurred in the last 12 months.

[Transferred] (188523)  
476
Ben Chapman (Wirral South): To ask the Secretary of State for Work and Pensions, what mechanisms his Department has in place to inform callers of contact alternatives when a jobcentre's telephony service fails to connect to an operator.
[Transferred] (188524)  

477
Ben Chapman (Wirral South): To ask the Secretary of State for Work and Pensions, what assessment he has made of the efficacy of the telephone service in jobcentres; and if he will make a statement.

Title: Re: Parliamentary update
Post by NGMsGhost on Feb 22nd, 2008 at 10:54pm

idb wrote on Feb 22nd, 2008 at 10:43pm:
Mr. Carmichael: To ask the Chancellor of the Exchequer how much revenue was generated by each (a) 0845 and (b) 0870 telephone code used for customer enquiry lines by his Department's agencies in each of the last five years. [183954]


Whereas the question should have been:-

(a) What is the estimated additional total cost to UK taxpayers of having to call 084 and 087 prefixed customer service numbers operated by his Department compared to his department operating those numbers on conventional 01 and 02 prefixed geographic phone numbers.

and

(b) What steps is his department taking to replace 084 and 087 prefixed numbers with 03 prefixed numbers that will offer all the call handling features to his department of 084 and 087 prefixed numbers without costing UK taxpayers any more to call than numbers commencing 01 and 02.

Title: Re: Parliamentary update
Post by idb on Feb 27th, 2008 at 12:47am
House of Commons Hansard Written Answers for 25 Feb 2008 (pt 0009)

Departmental Telephone Services

Mr. Carmichael: To ask the Secretary of State for Business, Enterprise and Regulatory Reform what agencies under his Department's responsibilities use (a) 0845 and (b) 0870 telephone codes for customer inquiries; how many 0845 or 0870 telephone codes each agency uses; and how much revenue was generated by each of these codes for each agency in each of the last five years. [183963]

Mr. Thomas: Each agency for which the Department is responsible has been asked to provide separate written response to the hon. Member.


Title: Re: Parliamentary update
Post by idb on Feb 27th, 2008 at 12:48am
House of Commons Hansard Written Answers for 22 Feb 2008 (pt 0008)

Departmental Telephone Services

Mr. Carmichael: To ask the Secretary of State for Health how much revenue was generated by each (a) 0845 and (b) 0870 telephone code used for customer inquiry lines by his Department's agencies in each of the last five years. [183955]

Mr. Bradshaw: The Department's two agencies, the NHS Purchasing and Supply Agency and Medicines and Healthcare products Regulatory Agency do not use 0845 or 0870 telephone numbers.


Title: Re: Parliamentary update
Post by idb on Feb 27th, 2008 at 12:50am
House of Commons Hansard Written Answers for 25 Feb 2008 (pt 0029)

Emergency Calls

Tim Loughton: To ask the Secretary of State for the Home Department how many calls were made to the police last year using the (a) 999 emergency number and (b) non-emergency 0845 6070999 number. [186758]

Mr. McNulty: The information is as follows:

(a) Data on the number of emergency calls made to the police are published in the Annual Reports of Her Majesty's Inspectorate of Constabulary (HMIC). The latest available data refer to the 2004-05 financial year, and can be found in Figure 8 of the HMIC Annual Report 2004-05. This publication is available via the Home Office website at:

http://www.official-documents.gov.uk/document/hc0506/hc08/0842/0842.pdf

The total number of 999 calls received by the police forces of England and Wales for the year 2004-05 was 10,243,515.

(b) Data on the number of non-emergency calls made to the police are not collected centrally.


Title: Re: Parliamentary update
Post by idb on Mar 1st, 2008 at 1:56am
House of Commons Hansard Written Answers for 28 Feb 2008 (pt 0026)

General Practitioners: Telephone Services

Mrs. Riordan: To ask the Secretary of State for Health if he will take steps to replace 0844 numbers with 0800 numbers for patients calling their GPs. [189563]

Mr. Bradshaw: The Department is currently gathering evidence on the use of 0844 numbers in general practice and will consider what further action is necessary in light of that evidence.

General Practitioners: Telephones

Mr. Oaten: To ask the Secretary of State for Health what guidelines he has issued to primary care trusts on the use of premium rate telephone numbers by GPs for patients calling their surgeries. [190033]

Mr. Bradshaw: General medical services (GMS) contractors were banned from using premium rate numbers (09 or 087) via The National Health Service (Primary Medical Services) (Miscellaneous Amendments) Regulations SI 2005 No. 893. The ban came into force in April 2005.

The ban did not include 084 numbers. However, on the 11 April 2005, the Department wrote to primary care trust chief executives advising them to discourage general practitioner practices from changing from geographically based numbers to ‘084' numbers until after the outcome of the Ofcom consultation was known.

The Department is currently gathering evidence on the use of 0844 numbers in general practice and will consider what further action is necessary in light of that evidence.


Title: Re: Parliamentary update
Post by idb on Mar 1st, 2008 at 1:59am
House of Commons Hansard Written Answers for 26 Feb 2008 (pt 0003)

Departmental Telephone Services

Mr. Carmichael: To ask the Secretary of State for Transport pursuant to the answer of 5 February 2008, Official Report, columns 1007-8W, on departmental telephone services, how much revenue generated from 0870 telephone numbers of her Department's agencies came from Scottish landline numbers in each year. [187459]

Jim Fitzpatrick: The Driver and Vehicle Licensing Agency, the Driving Standards Agency and the Vehicle and Operator Services Agency are unable to identify the geographic origin of calls to them. As a result, they are unable to provide details of revenue generated from Scottish landlines.

So much for so-called advanced call-gathering statistics then.

Title: Re: Parliamentary update
Post by idb on Mar 1st, 2008 at 2:03am
House of Commons Hansard Written Answers for 27 Feb 2008 (pt 0004)

Departmental Telephone Services

Mr. Rob Wilson: To ask the Secretary of State for Work and Pensions how many non-geographic telephone numbers are in use by his Department and its agencies; and what revenue was generated from them in each year for which figures are available. [180896]

Mrs. McGuire [holding answer 7 February 2008]: 11,764 non-geographic telephone numbers are in use by my Department and its agencies.

The Department received a rebate of £1,463,738.45 for the period covering 1 October 2005 to 30 November 2007 and this was used to pay for other telecommunication services. No information is available for any earlier period and no breakdown of this figure is available. The Department ceased this arrangement on 14 December 2007 and no longer receives any rebate. This change in arrangement does not affect the charge a customer pays for contacting the Department.

Rob Marris: To ask the Secretary of State for Work and Pensions how many 0845 or similar cost telephone numbers are used by (a) his Department and (b) related departmental bodies for public access to services. [181602]

Mrs. McGuire [holding answer 28 January 2008]: The information requested is as follows:

(a) 11,749

(b) 94.


Title: Re: Parliamentary update
Post by SilentCallsVictim on Mar 1st, 2008 at 2:30am

idb wrote on Mar 1st, 2008 at 2:03am:
House of Commons Hansard Written Answers for 27 Feb 2008 (pt 0004)
The Department received a rebate of £1,463,738.45


This is the missing answer to Mr Marris that we have been waiting for (see earlier postings to this thread). This is the very worst type of stealth tax. It is mostly a fee charged to benefit recipients. The arrangement has probably been changed to build the rebate into the rental fees being paid, so it is still going on.

This must be drawn to the attention of all MPs and media - it is a scandal. I am focussed on the DoH but am happy to share circulation lists.

David

Title: Re: Parliamentary update
Post by NGMsGhost on Mar 1st, 2008 at 3:16am

idb wrote on Mar 1st, 2008 at 2:03am:
The Department received a rebate of £1,463,738.45 for the period covering 1 October 2005 to 30 November 2007 and this was used to pay for other telecommunication services. No information is available for any earlier period and no breakdown of this figure is available. The Department ceased this arrangement on 14 December 2007 and no longer receives any rebate. This change in arrangement does not affect the charge a customer pays for contacting the Department.[/highlight]


So now they leave even more money in the hands of their ripoff telco partners.  How does that leave the public any better off?  Me think they are lieing again and the money is being used to offset line rental charges by their telco or some other false accounting ruse to hide the fact that the government is still benefitting from this revenue flow from the public.

The more interesting question is how much money dic the Department's telco partner make from the operation of all of these 0845 numbers over the same period.  I would be prepared to bet that it is at least 10 times the amount given to the government. :o >:( :'(

Title: Re: Parliamentary update
Post by idb on Mar 6th, 2008 at 1:05am
House of Commons Hansard Written Answers for 03 Mar 2008 (pt 0044)

Departmental Telephone Services

Anne Milton: To ask the Secretary of State for Business, Enterprise and Regulatory Reform which (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are used by (i) his Department and (ii) agencies which report to his Department. [186181]

Mr. Thomas: From the central records available the “08” telephone services administered by the Department for public use is as follows:

Department/Agency
(a) 0800 number
 
0800 373 317
Construction Market Intelligence

 
(b) 0845 numbers
 
0845 015 0010
BERR Publications Order line

0845 015 0020
BERR Publications Order line (Fax)

0845 015 0030
BERR Publications Order line (Minicom)

0845 019 0001
Personnel Training Services Consortium

0845 600 0678
National Minimum Wage

0845 600 9006
Business Link Helpline

0845 9555105
Employment Agency Standards

 
(c) 0870 numbers
 
0870 513 4486
Queens Award Office


The agencies which report to the Department for Business, Enterprise and Regulatory Reform have been asked to provide separate written responses.


Title: Re: Parliamentary update
Post by idb on Mar 7th, 2008 at 1:38am
House of Commons Hansard Written Answers for 05 Mar 2008 (pt 0027)

Departmental Telephone Services

Mr. Carmichael: To ask the Secretary of State for Work and Pensions which agencies under his Department's responsibilities use the (a) 0845 and (b) 0870 telephone codes for customer enquiries; how many 0845 and 0870 telephone codes each agency uses; and how much revenue was generated for each of these codes by each agency in each of the last five years. [183887]

Mrs. McGuire: None of my Department's agencies use 0870 numbers for customer inquiries. Information on the use of 0845 numbers is in the table:

Agency 0845 numbers in use

Child Support Agency
11,500

Jobcentre Plus
198

The Pension Service
26

Disability and Carers Service
6

In addition, although not formally an agency, the Department's debt management service uses nineteen 0845 numbers.

The high number of lines in the CSA reflects a one time business model which gave each agent a direct dial number that clients could use to contact a specific person. The facility still exists but its use is minimal since the agency adopted an advanced telephony model with an area based single number for clients, which routes calls to the person best equipped to answer the query.

The Department received a rebate of £1,463,738.45 for the period covering 1 October 2005 to 30 November 2007 and this was used to pay for other telecommunication services. No information is available for any earlier period and no breakdown of this figure is available. The Department ceased this arrangement on 14 December 2007 and no longer receives any rebate. This change in arrangement does not affect the charge a customer pays for contacting the Department.

Title: Re: Parliamentary update
Post by idb on Mar 7th, 2008 at 1:39am
House of Commons Hansard Written Answers for 04 Mar 2008 (pt 0037)

Departmental Telephones

Anne Milton: To ask the Secretary of State for Work and Pensions what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are used by (i) his Department and (ii) agencies which report to his Department. [186180]

Mrs. McGuire: We are constantly working to improve our services to customers and that may include periodic changes to the numbers and number ranges we use. We publicise these changes to appropriate customer groups and key stakeholders. Neither my Department nor its agencies use 0870 numbers for customer contact.

Information on the 0800 and 0845 numbers in use has been placed in the Library.


Title: Re: Parliamentary update
Post by SilentCallsVictim on Mar 9th, 2008 at 11:55am
We have seen many written answers from government ministers covering use of 08xx numbers by public bodies reported in this thread.

Such answers are only one part of the process of generating the necessary action to end this practice. Where use of a non-geographic telephone number is of benefit when providing any public service, it must now be from the 03xx range.

I have today written to those asking many of the questions for written answer reported above, asking them what follow up action they are planning, or see as appropriate.

I suggest the following channels:

1. Ofcom. Ofcom has made the 03xx range available. It cannot however demand that it be used, although could promote its availability more strongly.

2. The Contact Council. This organ of the Cabinet Office, covering all public sector call centres in the implementation of the Varney recommendations, has so far failed to show strong support for the idea of 03xx being used.

3. The Public Accounts or Public Administration Select Committees. Either of these committees would be well placed to investigate the detail behind the information revealed by written answers and to report with recommendations covering all departments. The matter could also be covered by relevant departmental Select Committees; however the issues are the same for all.

4. General Media. There has been sufficient information brought out by many written answers to provide briefings to the media. Releases from public representatives are likely to receive moiré attention than those from individual citizens.

5. Members of Parliament. Many channels are open to individual MPs to draw public attention to the issue and perhaps stimulate action in response. Oral questions, EDMs, adjournment debates and Westminster Hall debates are the most obvious.

N.B. The agenda for Oral Questions includes Health on Tuesday 18th March and the Chancellor of the Duchy of Lancaster (Cabinet Office – Contact Council) on Wednesday 19th March.

I refer them to this posting. I will be interested to see what response there may be.

Title: Re: Parliamentary update
Post by idb on Mar 10th, 2008 at 10:54pm
House of Commons Hansard Written Answers for 07 Mar 2008 (pt 0013)

Departmental Telephone Services

Mr. Carmichael: To ask the Secretary of State for Innovation, Universities and Skills which agencies under his Department's responsibility use the (a) 0845 and (b) 0870 telephone codes for customer enquiries; how many 0845 and 0870 telephone codes each agency uses; and how much revenue was generated for each of these codes by each agency in each of the last five years. [183888]

Bill Rammell: The Department for Innovation, Universities and Skills (DIUS) was created by the Prime Minister on 28 June 2007.

A number of “08” telephones services are administered by the Department for public use.

From central records, the only information that can be provided on the Department's use of 0870 and 0845 telephone numbers is listed as follows.

0845 0870 Revenue
UK-IPO
0845 001 0030
0870 191 0111
Call volumes to most numbers, especially the 0870 numbers, are relatively low

0845 015 0010
0870 191 0112
No revenue was generated from the 0845 numbers

0845 015 0020
0870 191 0113
 
0845 015 0030
0870 191 0114
 
0845 019 0001
0870 191 0115
 
0845 404 0506
0870 191 0116
 
0845 600 0678
0870 191 0117
 
0845 600 9006
0870 191 0118
 
0845 603 4599
0870 240 5927
 
08459 222 250
0870 240 5929
 
 0870 600 6080
 
 0870 606 1515
 
   
Centre for Excellence in Leadership (CEL)
 0870 060 3278
Since 2005, income of about £300 in the form of expenditure rebate on our 0845 and 0870 numbers

   7 Mar 2008 : Column 2897W

7 Mar 2008 : Column 2898W
Sector Skills Development Agency (SSDA)
 0870 000 2399
These are not income generators in any form

 0870 000 2401 (fax)
 
   
Construction Industry Training Board (citb)
  2006—£33,400

  2007—£89,538

  2008—£15,890

   
Engineering Construction Industry Training Board (ecitb)
Seven “0845” numbers
 No revenue

   
Lifelong Learning UK (LLUK)
0845 757 7890
 17 June 2005 to 13 February 2008 £1,164.25


Title: Re: Parliamentary update
Post by idb on Mar 10th, 2008 at 10:56pm
House of Commons Hansard Written Answers for 07 Mar 2008 (pt 0008)

Pensions Service: Telephone Services

Danny Alexander: To ask the Secretary of State for Work and Pensions why the arrangement for free calls to the 0800 Pension Service number from mobile telephones was ended. [187712]

Mr. Mike O'Brien: It has always been the case that customers making a call to a 0800 or 0845 Pension Service number from a mobile phone, non BT phone network or from abroad, will be charged at the specific operators' call rate.

This is a part of a broader policy, implemented by Ofcom who are the independent regulator and competition authority for the UK communications industries.



Title: Re: Parliamentary update
Post by idb on Mar 12th, 2008 at 11:30pm
House of Commons Hansard Written Answers for 11 Mar 2008 (pt 0002)

Pension Service: Telephone Services

Martin Horwood: To ask the Secretary of State for Work and Pensions what his most recent estimate is of the revenue received from customers telephoning on telephone numbers beginning with 08 by the Pension Service in the last five financial years. [183041]

Mr. Mike O'Brien: This figure is a lump sum and BT do not break it down by Agency. However the Department's use of 0845 numbers did attract a rebate from BT which was running at approximately £0.5 million per annum, this being offset against DWP telephony costs. The rebate ceased on 14 December 2007.


Title: Re: Parliamentary update
Post by idb on Mar 12th, 2008 at 11:31pm
Questions for Oral or Written Answer
beginning on Wednesday 12 March 2008
(the 'Questions Book')

Part 1: Written Questions for Answer on
Wednesday 12 March 2008

317

Mrs Theresa Villiers (Chipping Barnet): To ask the Secretary of State for Transport, pursuant to the Answer of 28th January 2008, Official Report, columns 43-4W, on departmental telephone services, how much money (a) her Department and (b) its agencies raised from 0845 and similar cost telephone lines in each of the last 10 years.
(193990)

Title: Re: Parliamentary update
Post by idb on Mar 17th, 2008 at 10:52pm
Uncorrected Evidence 416

UNCORRECTED TRANSCRIPT OF ORAL EVIDENCE To be published as HC 416-i

House of COMMONS

MINUTES OF EVIDENCE

TAKEN BEFORE

THE COMMITTEE OF PUBLIC ACCOUNTS

Monday 10 March 2008

Government preparations for Digital Switchover

Department for business, enterprise and regulatory reform

SIR BRIAN BENDER KCB

DEPARTMENT FOR CULTURE, MEDIA AND SPORT

MR JONATHAN STEPHENS

DIGITAL SWITCHOVER HELP SCHEME

MR PETER WHITE

[...]

Q120 Angela Browning: Finally, Digital Outreach Ltd, which I have had a note on only in the last week or two, which is working with charities and has a helpline and so on, that helpline number that people ring, are they charged for that phone call?

Mr Stephens: Offhand I am afraid I do not know.

Q121 Angela Browning: It is 0845 number.

Mr Stephens: I am sorry. I do not know. We will obviously let you know the answer to that.

Q122 Angela Browning: Would it carry a premium rate? That is really what I want to ask.

Mr Stephens: Since the purpose is to reach out to vulnerable groups beyond the help scheme, I very much hope not, but we will confirm that.
[...]


Title: Re: Parliamentary update
Post by idb on Mar 25th, 2008 at 10:23pm
House of Commons - Public Administration - Written Evidence

Memorandum from Catherine McGrath

PUTTING PEOPLE FIRST: CHOICE AND EFFICIENCY

Telephone Services and Contact Channels

COST OF CALLING

The Central Office of Information (COI) recommend that "free services [are] appropriate if you are targeting those who may be deterred by the cost of a call (for example, the elderly, young people or those on low incomes or where the nature of the call is confidential) and is particularly applicable if your objective is to encourage as many people as possible to call".[150] Where this is not possible they recommend local rate numbers or geographic numbers (those starting with 02- or 01-). They advise against national rate numbers, such as 0870 and 0871, as they may be prohibitively expensive for the caller. [151]

Most government run telephone lines heed this advice and choose to run low costs services, demonstrating awareness that citizens should not have to pay disproportionately for contacting public service providers. A majority of government services operate non-geographical numbers and among the 121 lines examined 53% were non-geographical, 92% of which charged the caller nothing or a local rate.

Very few numbers are free. They are usually provided in cases where the consumer can provide the department with information about those exploit the service such as the Anti-Benefit Fraud Helpline and Customs Confidential.


Table 1


PERCENTAGE OF TYPES OF NUMBER USED BY EACH DEPARTMENT

Free
(0800)
Local
(0845)
National
(0870)
Normal Used to call
from abroad

DWP (52) 8% 21%  0 58% 13%  
HMRC (55) 4% 67%  0 13% 16%  
Home Office (14) 0 36%  36% 29% 0  
Percentage of total lines 5%  44% 4% 34%  13%

DWP

Seventy-nine percent of the DWPs telephone lines charge a local or normal rate. They offer more lines than the Home Office or HMRC free of charge, but this is still only 8% of their total. It could be argued that those who could be claiming DLA, Attendance Allowance or a Carers Allowance should be encouraged to call. There may also be a case for offering Debt Management services free of charge, as the people calling these lines are likely to be financially vulnerable.

Home Office

The Home Office does not offer any lines free of change, but 72% of their lines are offered at local or normal rate. Twenty-nine percent charge a national rate. The national rate numbers include the Immigration and Passport Service Advice Line and IND Complaints. Both of these lines could fall under the COI definition. People should not be discouraged by the cost of obtaining and tracking their application for identity documents or a passport, or from providing feedback on the service.

HMRC

Eighty percent of HMRC lines are offered at local or normal rate. Only 4% are free of charge. As Tax and Benefits Confidential was established as "an advice line that offers people operating in the hidden economy confidential help and information to help them put their affairs in order", more people may be inclined to call if the service was offered without charge. [152]Similarly some people may be more inclined to call one of the minimum wage helplines if there was no charge. Furthermore, it is incongruous that the Tax Credits Helpline is offered at a local rate, whereas the Pension Credits Helpline operated by the DWP is offered without charge.

MOBILE PHONES

Many people now use a mobile phone as their primary form of telecommunication and may not have a landline. Those on low incomes are more likely to choose a pay-as-you-go mobile over a landline or monthly billing mobile contract in order to regulate the amount spent on telephone calls.

Mobile phone operators often levy high charges against non-geographical numbers, such as those used by government departments. This high cost means that calls to these helplines will be disproportionately expensive for mobile-phone users and defeating the object of running low cost telephone lines, and often placing the greatest financial burden on the most vulnerable groups.

Table 2

COST OF CALLS TO NON GEOGRAPHICAL NUMBERS ON A PAY-AS-YOU-GO CONTRACT

Cost per minute  
O2 Orange  Vodafone
0800 15p  25p  30p for first 3 minutes,
0845 (minimum charge)  (minimum charge)  10p thereafter  
0870    

The problem of non-geographical numbers for mobile phone users has been noted and is beginning to be addressed. Since April 2005 Orange, Virgin and 3 customers have been able to call the Pension Credit Application Line for free. [153]Furthermore, in recognition of the prohibitive costs for mobile users Ofcom has introduced the 0808 range of numbers which are free to call. The mobile network O2 recently announced that calls to these numbers will be free. [154]




Title: Re: Parliamentary update
Post by Dave on Mar 26th, 2008 at 12:23am

idb wrote on Mar 25th, 2008 at 10:23pm:
... Ofcom has introduced the 0808 range of numbers which are free to call. The mobile network O2 recently announced that calls to these numbers will be free. [154]

The usual baloney about "local rate" numbers (0845) etc left me thinking that this statement about free numbers from mobiles must also be in the same category. Whilst all 0808 numbers aren't free, as is suggested, a check of the O2 website reveals that there are a number of numbers which are free for O2 users:

http://www.o2.co.uk/mobilestariffs/tariffs/freenumbers

All numbers beginning 0808 800, 801 and 808 are free, as well as Crimestoppers (0800 555111), Childline (0800 1111) and some others.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Mar 26th, 2008 at 12:34am

Dave wrote on Mar 26th, 2008 at 12:23am:
The usual baloney about "local rate" numbers (0845) etc

The points about various exceptions for mobiles are indeed interesting.

A brief search has failed to identify who Ms McGrath represents. This mistaken information surely needs to be corrected. Ms McGrath should be invited to submit a correction to the Committee. As well as the meaningless reference to "local rate" there is no reference to those on inclusive landline packages and none to 03xx.

Title: Re: Parliamentary update
Post by Dave on Mar 26th, 2008 at 12:50am

SilentCallsVictim wrote on Mar 26th, 2008 at 12:34am:
A brief search has failed to identify who Ms McGrath represents. This mistaken information surely needs to be corrected. Ms McGrath should be invited to submit a correction to the Committee. As well as the meaningless reference to "local rate" there is no reference to those on inclusive landline packages and none to 03xx.

The full text from Ms McGrath is here:

http://www.publications.parliament.uk/pa/cm200708/cmselect/cmpubadm/408/408we63.htm

Title: Re: Parliamentary update
Post by idb on Mar 26th, 2008 at 1:21am
House of Commons Hansard Written Answers for 18 Mar 2008 (pt 0030)

Jobcentres: Telephone Services

Ben Chapman: To ask the Secretary of State for Work and Pensions (1) how many incidents of Jobcentre 0845 telephone system failure have occurred in the last 12 months; [188523]

(2) what mechanisms his Department has in place to inform callers of contact alternatives when a Jobcentre's telephony service fails to connect to an operator. [188524]

Mrs. McGuire: The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide my hon. Friend with the information requested.

Letter from Lesley Strathie, dated 18 March 2008:

The Secretary of State has asked me to reply to your questions asking how many incidents of Jobcentre 0845 telephone system failure have occurred in the last 12 months and what mechanisms are in place to inform callers of contact alternatives when a jobcentre's telephony service fails to connect to an operator. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.

There have been no failures of the 0845 telephone system in the last 12 months. On limited occasions we have experienced minor technical problems causing telephony difficulties. These are problems that impact on one site and not the whole network.

Jobcentre Plus Contact Centres are currently answering over 94% of calls offered and are consistently delivering a good level of service to customers.

Customers calling a standalone Contact Centre (i.e. not operating within a virtual environment) whose call can not be connected would hear an emergency message which informs them that there is a problem, and asks them to call back later. Our Network Management Team is immediately notified and they ensure that calls are re-routed from the Contact Centre with the temporary problem to other Contact Centres. When the customer calls again the call would be answered.

From June 2008 all Contact Centre sites will be operating within a Virtual Environment. In the event of any telephony problems calls are automatically diverted and answered by another site.

Customers who need to call a Benefit Delivery Centre, instead of a Contact Centre, and are not connected to an operator will receive a message advising them that all our lines are busy and asking them to call back later. The message goes on to give the switchboard opening times.


Title: Re: Parliamentary update
Post by idb on Mar 26th, 2008 at 10:39pm
House of Commons Hansard Written Answers for 25 Mar 2008 (pt 0013)

Welfare Tax Credits: Telephone Services

Danny Alexander: To ask the Chancellor of the Exchequer what the average cost per minute of calls made to tax credit hotlines from (a) mobile telephones and (b) landlines is; and if he will make a statement. [194472]

Jane Kennedy: The information requested cannot be provided as the cost of calls made to the Tax Credits Helpline, and indeed other HMRC Helplines which use 0845 non geographic numbers, is dependent on several factors. Calls are charged to the customer based on the tariff arrangements they have with their service provider, the device they use for the call and the location from which they call.


Title: Re: Parliamentary update
Post by mikeinnc on Mar 27th, 2008 at 2:16am

Quote:
... and the location from which they call.

(See previous answer from Revenue and Customs)

That's really interesting. I thought that one of the most stated reasons given for using NGNs by government departments was that 'using 0845 meant that everyone paid the same, regardless of location'.

The dumb clucks can't even get that right!  >:(

Title: Re: Parliamentary update
Post by SilentCallsVictim on Mar 27th, 2008 at 5:12am

mikeinnc wrote on Mar 27th, 2008 at 2:16am:
... regardless of location'

Yes, I wondered about that.

I think she means that it may cost more to check your benefits using the mobile if you are on the beach in Tenerife.

Title: Re: Parliamentary update
Post by idb on Mar 27th, 2008 at 11:26pm
House of Commons Hansard Written Answers for 26 Mar 2008 (pt 0026)

Departmental Hearing Impaired

Mr. Andy Reed: To ask the Secretary of State for the Home Department what provision is made for deaf people to access services provided by her Department through call centres. [194948]

Mr. Byrne: The Home Office provides textphone facilities in all of its contact centres. The numbers are:

Central Home Office: Textphone 020 7035 4742.

Border Immigration Agency: Textphone 0800 389 8289.

Identity and Passport Service: Textphone 0870 240 8090. Typetalk is also available through the 24-hour Passport Adviceline 0870 521 0410

Criminal Records Bureau: Textphone 0870 909 0811.


Title: Re: Parliamentary update
Post by idb on Apr 1st, 2008 at 11:35pm
Early Day Motions

1285 ACCESSING GOVERNMENT HELPLINES FROM MOBILE TELEPHONES 31:3:08

Julia Goldsworthy
Mrs Linda Riordan
John Bercow
Martin Horwood
Mr Jeremy Browne
Sandra Gidley
* 7
Greg Mulholland

That this House notes many Government-run helplines such as the Tax Credit Helpline, Benefit Enquiry Line, Pension Service and Social Fund use numbers with an 0800 or 0845 prefix; further notes that these numbers are widely advertised and are recognised as free phone and local rate numbers, despite the fact that mobile network operators connect customers to these services at premium rates; is concerned that low income users of these helplines without access to a landline incur disproportionate costs in accessing taxpayer funded services; urges the Government to consider reviewing legislation so that 0800 numbers are genuinely free to all users; and calls on the Government to investigate providing all essential Government-run helplines, where no alternative face to face service is provided, free of charge at the point of use.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Apr 3rd, 2008 at 12:06am
Browsing through the parliamentary committee calendar, I notice that Ed Richards will be facing his annual "grilling" before the BERR select committee on Tuesday 22 April.

This is the only time when Ofcom is called to account. Citizens may wish to informally suggest questions or points for discussion to committee members, who are listed here, or more properly make representations through their MP.

I will be offering a briefing for members of the committee to consider during their April break.

Title: Re: Parliamentary update
Post by NGMsGhost on Apr 3rd, 2008 at 12:23am

SilentCallsVictim wrote on Apr 3rd, 2008 at 12:06am:
Browsing through the parliamentary committee calendar, I notice that Ed Richards will be facing his annual "grilling" before the BERR select committee on Tuesday 22 April.

This is the only time when Ofcom is called to account. Citizens may wish to informally suggest questions or points for discussion to committee members, who are listed here, or more properly make representations through their MP.

I will be offering a briefing for members of the committee to consider during their April break.


Well spotted SCV.

I must also suggest some questions on which Mr Richards can be grilled.

Unless anyone's MP is on this committee then I think they will only get their question asked by suggesting it directly to members of the committee.  Your own MP will just send back a letter making suitable soothing noises but not have a chance to put the overpaid Mr Richards on the spot.

Hmmm. Checking the Parliamentary Committee Calendar for your leisure - it seems to me you obviously missed your vocation as either a political lobbyist, an investigative journalist or possibly even a Parliamentarian. ;)

Title: Re: Parliamentary update
Post by SilentCallsVictim on Apr 3rd, 2008 at 1:19am

NGMsGhost wrote on Apr 3rd, 2008 at 12:23am:
Unless anyone's MP is on this committee then I think they will only get their question asked by suggesting it directly to members of the committee.

MPs undertake a lot of work dealing with representations from their own constituents, that is their duty, and they are perfectly entitled to disregard communications from others. Helpful briefings in connection with other duties, e.g. membership of a committee, may be welcomed by some members, but I would not wish to solicit a mass lobby, other than through proper channels.

I would urge and advise those contacting any MP other than their own to only offer briefings, not to demand action.

It is regretable that Ofcom's accountability is so weak, these annual sessions rarely include any true "grilling", but if we wish to promote change for the better, this must initially be attempted through the process as it exists.

The main calendar sections of www.parliament.uk have recently been revamped and are now readily accessible to all.

I am only prepared to discuss my career and entertain job offers outside this public forum, although I am happy to graciously accept what I take as a compliment.

Title: Re: Parliamentary update
Post by idb on Apr 22nd, 2008 at 12:45am
Order Book Part 1

Questions for Oral or Written Answer
beginning on Monday 21 April 2008
(the 'Questions Book')

Part 1: Written Questions for Answer on
Monday 21 April 2008

66
Julia Goldsworthy (Falmouth & Camborne): To ask Mr Chancellor of the Exchequer, what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department.


Title: Re: Parliamentary update
Post by NGMsGhost on Apr 22nd, 2008 at 1:30am
Why don't any of these MPs ever ask about the processes by which these numbers came to be used by these department.  Surely nothing is to be gained by repeatedly asking  how many of these numbers they have at this stage in the game.

Title: Re: Parliamentary update
Post by mikeinnc on Apr 22nd, 2008 at 12:36pm

Quote:
Why don't any of these MPs ever ask about the processes by which these numbers came to be used by these department.


From what I have read here, it looks like this is part of that quaint 'protocol' that your elected representatives follow.

I suppose it goes along with getting your snout in the trough................  ;D

Title: Re: Parliamentary update
Post by SilentCallsVictim on Apr 22nd, 2008 at 1:05pm

mikeinnc wrote on Apr 22nd, 2008 at 12:36pm:
that quaint 'protocol'


The problem with written ministerial answers is that anything but a request for simple facts that are relevant to the duites of the department, certain to exist and easy to provide can be fobbed off.

Questions for oral answer are more likely to get a meaningful response, because the questioner has the chance to ask a supplementary question that can highlight the deficiencies of an inadequate answer. Unlike questions for written answer however, these are rationed.

More tightly rationed still are adjournment and Westminster Hall debates. These do however get a meaningful ministerial response.

Important as this issue is, those granted these rationed resources for scrutiny of the government have to use them in accordance with the current perceived priorities of their constituents.

Title: Re: Parliamentary update
Post by idb on Apr 23rd, 2008 at 1:13am
House of Commons Hansard Written Answers for 21 Apr 2008 (pt 0021)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Transport what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) her Department and (ii) agencies which report to her Department. [200131]

Jim Fitzpatrick: The following 0800, 0845 and 0870 telephone numbers for the public are currently in use by the Department for Transport and its agencies:

Services provided 0800 0845 0870

DFT Central
Heathrow Consultation Line
0
1
0

DVLA
Information services, automated self services, technical helpdesks and reporting unlicensed vehicles
15
1
1

HA
HA Information Line (HAIL) and Central Switchboard for Traffic England phone service and publications
0
2
2

DSA
Related to practical and theory driving test bookings
0
0
(1)4

MCA
MCA Infoline
0
0
1

VOSA
Public Hotline, Operator license credit card payment scheme and national number
0
1
2

VCA
 0
0
0

GCDA
 0
0
0

(1) Will be terminated later in 2008 and replaced by 0300 numbers


Driver and Vehicle Licensing Authority: Telephone Services

Mr. Laurence Robertson: To ask the Secretary of State for Transport what discussions she has had with the Driver and Vehicle Licensing Authority (DVLA) on the average time taken for callers to speak to the DVLA department of their choice; and if she will make a statement. [199016]

Jim Fitzpatrick: The average time taken to answer a customer (in seconds) once they have made an appropriate choice from within the Agency's interactive voice response units (IVR's) over the last six months is:

Average time (seconds)

March 2008
76

February 2008
45

January 2008
33

December 2007
10

November 2007
10

October 2007
21



Title: Re: Parliamentary update
Post by idb on Apr 23rd, 2008 at 1:21am
House of Commons Hansard Written Answers for 21 Apr 2008 (pt 0011)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Communities and Local Government what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) her Department and (ii) agencies which report to her Department. [200121]

Mr. Dhanda: Communities and Local Government and its agencies has one non-geographical telephone number to provide information to homeowners in relation to energy performance certificates (0845 365 2468). A third party manages this service on behalf of the Department. The Department does not derive any revenue from this service.


Title: Re: Parliamentary update
Post by idb on Apr 24th, 2008 at 1:41am
House of Commons Hansard Written Answers for 21 Apr 2008 (pt 0074)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Defence what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department. [200124]

Derek Twigg: The use of 0800, 0845 or 0870 numbers in the Department and its agencies is determined at local level in accordance with individual business requirements and ordered directly from the supplier. Records of these numbers are not held centrally and could be provided only at disproportionate cost.


Title: Re: Parliamentary update
Post by idb on Apr 24th, 2008 at 1:42am
House of Commons Hansard Written Answers for 21 Apr 2008 (pt 0092)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Culture, Media and Sport what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department. [200122]

Mr. Sutcliffe: Neither my Department nor the Royal Parks Agency has any 0800, 0845 or 0870 numbers for public use.


Title: Re: Parliamentary update
Post by idb on Apr 24th, 2008 at 1:46am
EDM 1285 update:

ACCESSING GOVERNMENT HELPLINES FROM MOBILE TELEPHONES 31.03.2008
 
Goldsworthy, Julia   52 signatures  

Alexander, Danny   Bercow, John   Bottomley, Peter  
Breed, Colin   Brooke, Annette   Browne, Jeremy  
Cable, Vincent   Campbell, Gregory   Carmichael, Alistair  
Caton, Martin   Clark, Katy   Corbyn, Jeremy  
Cryer, Ann   Davey, Edward   Dean, Janet  
Devine, Jim   Dismore, Andrew   Drew, David  
Durkan, Mark   Foster, Michael Jabez   Gidley, Sandra  
Harris, Evan   Holmes, Paul   Horwood, Martin  
Hoyle, Lindsay   Hughes, Simon   Hunter, Mark  
Illsley, Eric   Jenkins, Brian   Jones, Lynne  
Leech, John   MacNeil, Angus   McCafferty, Chris  
McGrady, Eddie   Mulholland, Greg   Oaten, Mark  
Osborne, Sandra   Pope, Greg   Pugh, John  
Rennie, Willie   Riordan, Linda   Rogerson, Daniel  
Russell, Bob   Simpson, David   Smith, Robert  
Taylor, David   Vis, Rudi   Wareing, Robert N  
Williams, Betty   Williams, Stephen   Willis, Phil  

 
That this House notes many Government-run helplines such as the Tax Credit Helpline, Benefit Enquiry Line, Pension Service and Social Fund use numbers with an 0800 or 0845 prefix; further notes that these numbers are widely advertised and are recognised as free phone and local rate numbers, despite the fact that mobile network operators connect customers to these services at premium rates; is concerned that low income users of these helplines without access to a landline incur disproportionate costs in accessing taxpayer funded services; urges the Government to consider reviewing legislation so that 0800 numbers are genuinely free to all users; and calls on the Government to investigate providing all essential Government-run helplines, where no alternative face to face service is provided, free of charge at the point of use.  

Title: Re: Parliamentary update
Post by idb on Apr 24th, 2008 at 1:49am
EDM 108 update

USE OF 0844 TELEPHONE NUMBERS IN GP SURGERIES 06.11.2007
 
Stuart, Graham   70 signatures  

Anderson, David   Baldry, Tony   Bottomley, Peter  
Brake, Tom   Breed, Colin   Cable, Vincent  
Campbell, Gregory   Caton, Martin   Clark, Katy  
Conway, Derek   Crausby, David   Cryer, Ann  
Dean, Janet   Devine, Jim   Dismore, Andrew  
Dodds, Nigel   Drew, David   Durkan, Mark  
Etherington, Bill   Evans, Nigel   Foster, Michael Jabez  
George, Andrew   Gidley, Sandra   Godsiff, Roger  
Hamilton, David   Hancock, Mike   Harris, Evan  
Harvey, Nick   Heyes, David   Hodgson, Sharon  
Holmes, Paul   Hopkins, Kelvin   Horam, John  
Hosie, Stewart   Howarth, David   Hoyle, Lindsay  
Illsley, Eric   Jenkins, Brian   Lamb, Norman  
Leech, John   Maclean, David   MacNeil, Angus  
Marsden, Gordon   McCafferty, Chris   McCrea, Dr William  
McDonnell, John   McGrady, Eddie   Moss, Malcolm  
Murphy, Denis   Naysmith, Doug   O'Hara, Edward  
Reed, Andy   Robinson, Iris   Rowen, Paul  
Russell, Bob   Simpson, Alan   Simpson, David  
Spink, Bob   Taylor, David   Vaz, Keith  
Vis, Rudi   Wareing, Robert N   Williams, Betty  
Williams, Mark   Willis, Phil   Wilshire, David  
Winterton, Ann   Winterton, Nicholas   Younger-Ross, Richard  

 
That this House notes that more than 1,200 GP surgeries across the country have installed telephone systems using 0844 numbers; further notes that these systems are more expensive to use than a local call with patients being charged 5 pence per minute from a landline and up to 40 pence per minute from a mobile; further notes that for many people, calling their local GP surgery can be a stressful and worrying time and that high call charges will have a particular impact on the chronically ill, the old, the disabled and those on low incomes; notes that the practice of charging people extra to call their local GP is unsatisfactory; and calls upon the Secretary of State for Health to put an end to it with immediate effect.  

Title: Re: Parliamentary update
Post by idb on Apr 29th, 2008 at 2:26am
House of Commons Hansard Written Answers for 25 Apr 2008 (pt 0007)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Foreign and Commonwealth Affairs what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department. [200126]

Meg Munn: There are no 0800, 0845, or 0870 telephone numbers for the public directly in use by the Foreign and Commonwealth Office (FCO) or its agencies. A contractor, on behalf of consular department of the FCO, runs the Travel Advice service which is accessed via an 0845 number.


Title: Re: Parliamentary update
Post by idb on Apr 29th, 2008 at 2:29am
House of Commons Hansard Written Answers for 24 Apr 2008 (pt 0018)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Justice what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department. [200130]

Mr. Wills: The Department and its agencies use 0800, 0845 and 0870 telephone numbers to provide a range of services to the public. These include (but are not limited to) IT support for online queries; complaints, enquiries, recruitment, Land Registry services; and contact with jury offices, summoning centres and courts (county, combined and magistrates).


24 Apr 2008 : Column 2245W

A list of 0800, 0845 and 0870 telephone numbers available for use by the public is detailed as follows:

0800

0800 0156510

0800 0560559

0800 3583506

0800 3121159

0800 3583601

0800 0850982

0800 4320432

0800 5280021

0800 4961125

0800 4961130

0800 4961224

0800 5287708

0800 6920107

0800 6920113

0800 6921333

0845

0845 6045935

0845 3302964

0845 3302962

0845 3302963

0845 3455303

0845 3455484

0845 4565150

0845 4568770

0845 4085302

0845 4085303

0845 4085314

0845 4085315

0845 4085316

0845 4085317

0845 4085318

0845 6000730

0845 6000710

0845 6000736

0845 3771000

0845 6000629

0845 6000788

0845 6000722

0845 4085319

0845 6015889

0845 2232022

0845 6060766

0845 3555567

0845 3555155

0845 4085304

0845 4085305

0845 4085306

0845 4085310

0845 4085311

0845 4085312

0845 4085313

0845 4085322

0845 7045007

0845 7078607

0845 3302900

0845 6000490

0845 6017134

0845 6022064

0845 6066035

0845 6017125

0845 6017136

0845 6017124

0845 6020014

0845 6020016

0845 6015889

0845 7078607

0845 6015935

0845 7045007

0845 6020012

0845 6020015

0845 6020013

0870

0870 2204119

0870 2204120

0870 2204121

0870 2204123

0870 2204124

0870 2204100

0870 2204101

0870 2204102

0870 2204103

0870 2204104

0870 2204105

0870 2204106

0870 2204107

0870 2204108

0870 2204109

0870 2204110

0870 2204111

0870 2204112

0870 2204113

0870 2204114

0870 2204115

0870 2204116

0870 2204117

0870 2204118

0870 2204127

0870 2204128

0870 2204131

0870 2204130

0870 2204129

0870 2204134

0870 2204135

0870 2204136

0870 2204137

0870 2204138

0870 2204139

0870 2204411

0870 2410109

0870 2204126

0870 2204125

0870 2204132

0870 2204133

0870 4960080

0870 2204122

0870 4960094

0870 0108318

0870 0000100

0870 0002121

0870 0000100

0870 0008321

0870 0012020

0870 4960070



Title: Re: Parliamentary update
Post by idb on Apr 29th, 2008 at 2:30am
House of Commons Hansard Written Answers for 22 Apr 2008 (pt 0004)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Environment, Food and Rural Affairs what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department. [200125]

Jonathan Shaw: I refer the hon. Member to the answer I gave to the hon. Member for Wolverhampton, South-West (Rob Marris) on 28 January 2008, Official Report , column 74W.


Title: Re: Parliamentary update
Post by Heinz on Apr 29th, 2008 at 9:37am

idb wrote on Apr 29th, 2008 at 2:30am:
House of Commons Hansard Written Answers for 22 Apr 2008 (pt 0004)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Environment, Food and Rural Affairs what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department. [200125]

Jonathan Shaw: I refer the hon. Member to the answer I gave to the hon. Member for Wolverhampton, South-West (Rob Marris) on 28 January 2008, Official Report , column 74W.

Why are these supposedly intelligent people still wording their questions so stupidly?

Surely they realise the answer will be meaningless unless another few words (".... why 03 numbers have not yet been implemented to take their place, and when full  compliance with Ofcom and COI recommendations to use 03 numbers and/or publish geographical alternative numbers will be completed." ).

Title: Re: Parliamentary update
Post by Dave on Apr 29th, 2008 at 3:58pm

Heinz wrote on Apr 29th, 2008 at 9:37am:
Why are these supposedly intelligent people still wording their questions so stupidly?

I don't think we've had an explanation of the DWP's change of contract whereby it now doesn't receive roughly £700k per anum, as shown here in this answer.

Does it simply let its telco keep it, meaning it's effectively been given a £700k increase? It is therefore allowing its telco to "profiteer".

Or does it receive other services in kind?

Title: Re: Parliamentary update
Post by NGMsGhost on Apr 29th, 2008 at 4:01pm

Dave wrote on Apr 29th, 2008 at 3:58pm:

Heinz wrote on Apr 29th, 2008 at 9:37am:
Why are these supposedly intelligent people still wording their questions so stupidly?

I don't think we've had an explanation of the DWP's change of contract whereby it now doesn't receive roughly £700k per anum, as shown here in this answer.

Does it simply let its telco keep it, meaning it's effectively been given a £700k increase? It is therefore allowing its telco to "profiteer".

Or does it receive other services in kind?


Sounds to me like a question for an FOI. ;)

Title: Re: Parliamentary update
Post by idb on Apr 30th, 2008 at 12:23am
Note, BS alert

House of Commons Hansard Written Answers for 28 Apr 2008 (pt 0005)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for International Development what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are used by his Department. [200129]

Gillian Merron(*): DFID has one 0845 number which enables members of the public to call the public enquiry point in East Kilbride from anywhere in the United Kingdom, charged at standard local rates. DFID does not use any 0800 or 0870 numbers.

(*)
Gillian Merron
From Wikipedia, the free encyclopedia
Gillian Joanna Merron (born 12 April 1959) is a politician in the United Kingdom. She is the Labour Member of Parliament for Lincoln. She is currently a Parliamentary Secretary based at the Department for International Development.

Born in Ilford, Essex and educated at Wanstead High School in Wanstead in east London and the University of Lancaster gaining a BSc(Hons) in Management Sciences, she worked as a local government officer and a UNISON and NUPE regional trade union official. She was elected to the House of Commons in May 1997 with a majority of 11,130 (4,613 in 2005). Until 2007, when Quentin Davies defected to the Labour Party, She was Lincolnshire's only Labour MP - and the first since Margaret Beckett had the seat in 1979.

From October 2002 until May 2006 she was a government whip and Lord Commissioner of the Treasury. She then moved to the Department for Transport, where she worked until the reshuffle on 29 June 2007, when she became a minister at the Cabinet Office and the first ever minister of the East Midlands. Following Peter Hain's resignation on 24 January 2008 Merron was reshuffled again, becoming a junior minister in the Department for International Development.




Title: Re: Parliamentary update
Post by idb on Apr 30th, 2008 at 12:25am
Part 2: Oral and Written Questions from
Wednesday 30 April 2008

52
Joan Walley (Stoke-on-Trent North): To ask Mr Chancellor of the Exchequer, what the average time was for letters to be sent out by HM Revenue and Customs arising from enquiries to their 0845 enquiry numbers in the latest period for which figures are available.
(203309)  

53
Joan Walley (Stoke-on-Trent North): To ask Mr Chancellor of the Exchequer, how much has been raised by the introduction of the premium rate 0845 telephone number at HM Revenue and Customs; and if he will make a statement.
(203310)

Title: Re: Parliamentary update
Post by idb on Apr 30th, 2008 at 11:54pm
House of Lords Business

Wednesday 30 April 2008 at 3.00pm

Questions for Written Answer
Tabled on 29 April and due for answer by 13 May.

Lord Taylor of Holbeach to ask Her Majesty’s Government, further to the Written Answer by the Minister of State for Pensions Reform, Mr Mike O’Brien, on 11 March (HC Deb, 207W), whether the cessation of the rebate on 0845 numbers from 14 December 2007 has reduced the cost of calls from pension service customers; and, if not, who is benefiting from it. HL3352


Title: Re: Parliamentary update
Post by NGMsGhost on Apr 30th, 2008 at 11:57pm

idb wrote on Apr 30th, 2008 at 11:54pm:
Lord Taylor of Holbeach to ask Her Majesty’s Government, further to the Written Answer by the Minister of State for Pensions Reform, Mr Mike O’Brien, on 11 March (HC Deb, 207W), whether the cessation of the rebate on 0845 numbers from 14 December 2007 has reduced the cost of calls from pension service customers; and, if not, who is benefiting from it. HL3352


At last a sensible and useful Parliamentary question.  Three cheers for Lord Taylor.  Clearly another one to add to the growing list of Parliamentarians who are clearly on our side. [smiley=thumbsup.gif]

Title: Re: Parliamentary update
Post by Dave on Apr 30th, 2008 at 11:59pm

idb wrote on Apr 30th, 2008 at 11:54pm:
Lord Taylor of Holbeach to ask Her Majesty’s Government, further to the Written Answer by the Minister of State for Pensions Reform, Mr Mike O’Brien, on 11 March (HC Deb, 207W), whether the cessation of the rebate on 0845 numbers from 14 December 2007 has reduced the cost of calls from pension service customers; and, if not, who is benefiting from it. HL3352

Obviously the cost of calls won't be reduced, but it is nonetheless a very valid question which I would like to know the answer to. See here for a Commons answer where it says DWP received £1,463,738.45 for the period covering 1 October 2005 to 30 November 2007. That's about £700k a year!

Title: Re: Parliamentary update
Post by idb on May 1st, 2008 at 12:07am

NGMsGhost wrote on Apr 30th, 2008 at 11:57pm:
At last a sensible and useful Parliamentary question.  Three cheers for Lord Taylor.  Clearly another one to add to the growing list of Parliamentarians who are clearly on our side.
Indeed.

John Taylor, Baron Taylor of Holbeach

From Wikipedia, the free encyclopedia

John Derek Taylor (b. November 12, 1943), aka Lord Taylor of Holbeach, is a British Conservative politician who was created "Baron Taylor of Holbeach, of South Holland in the County of Lincolnshire" in May 2006.

Taylor is the son of Percy Otto Taylor and Ethel Brocklehurst. He was educated at Holbeach Primary School in Holbeach, Lincolnshire, St. Felix School in Felixstowe, and at Bedford School in the county town of Bedfordshire.



Title: Re: Parliamentary update
Post by idb on May 1st, 2008 at 12:30am

idb wrote on Apr 30th, 2008 at 12:23am:
Gillian Merron

From Wikipedia, the free encyclopedia

Gillian Joanna Merron (born 12 April 1959) is a politician in the United Kingdom. She is the Labour Member of Parliament for Lincoln. She is currently a Parliamentary Secretary based at the Department for International Development.

Born in Ilford, Essex and educated at Wanstead High School in Wanstead in east London and the University of Lancaster gaining a BSc(Hons) in Management Sciences, she worked as a local government officer and a UNISON and NUPE regional trade union official. She was elected to the House of Commons in May 1997 with a majority of 11,130 (4,613 in 2005). Until 2007, when Quentin Davies defected to the Labour Party, She was Lincolnshire's only Labour MP - and the first since Margaret Beckett had the seat in 1979.

From October 2002 until May 2006 she was a government whip and Lord Commissioner of the Treasury. She then moved to the Department for Transport, where she worked until the reshuffle on 29 June 2007, when she became a minister at the Cabinet Office and the first ever minister of the East Midlands. Following Peter Hain's resignation on 24 January 2008 Merron was reshuffled again, becoming a junior minister in the Department for International Development.

What really pisses me off is that Ms Merron, given her background as an LGO and TU official, presumably previously championed the exploited & "working classes" (whatever that may mean these days). Nowt wrong with that, however you can be sure that if she was an opposition backbencher/minister, she would have done her research correctly and thus be complaining about these wretched numbers and how  they generate revenue for NEG et al shysters whose deceit is staggering. Not only is the public being scammed, but the spin even gets to the likes of Ms Merron and her illustrious colleagues.

Title: Re: Parliamentary update
Post by NGMsGhost on May 1st, 2008 at 12:46am
And from www.thepeerage.com/p19838.htm


Quote:
John Derek Taylor, Baron Taylor of Holbeach1
M, #198380, b. 12 November 1943
John Derek Taylor, Baron Taylor of Holbeach|b. 12 Nov 1943|p19838.htm#i198380|Percy Otto Taylor||p19839.htm#i198381|Ethel Brocklehurst||p19839.htm#i198382|||||||||||||

Last Edited=29 Jun 2006
    John Derek Taylor, Baron Taylor of Holbeach was born on 12 November 1943.1 He is the son of Percy Otto Taylor and Ethel Brocklehurst.1 He married Julia Aileen Cunnington, daughter of Leslie Cunnington, in 1968.1
    John Derek Taylor, Baron Taylor of Holbeach was educated at Holbeach Primary School, Holbeach, Lincolnshire, England.1 He was educated at St. Felix School, Felixstowe, Suffolk, England.1 He was educated at Bedford School, Bedford, Bedfordshire, England.1 He was chairman of the National Conservative Convention.1 He was Deputy Chairman of the Conservative Party.1 He was created Baron Taylor of Holbeach, of South Holland in the County of Lincolnshire [U.K. Life Peer] in May 2006.1
    He has two sons.1


I have to say that he doesn't seem to have done that much to deserve a Life Peerage but at least he certainly seems to be making good use of his new found role.

Title: Re: Parliamentary update
Post by idb on May 1st, 2008 at 11:13pm
House of Commons Hansard Written Answers for 30 Apr 2008 (pt 0007)

NHS: Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Health what guidance his Department provides to (a) primary care trusts and (b) service providers on their use of numbers with the prefix (i) 0845 and (ii) 087. [201794]

Mr. Bradshaw: General medical services (CMS) contractors were banned from using premium rate numbers (09 or 087) via The National Health Service (Primary Medical Services) (Miscellaneous Amendments) Regulations SI 2005 No. 893. The ban came into force in April 2005 but did not include 084 numbers.

On 19 December 2006 the Department wrote to primary care trust chief executives advising them that the Department was reviewing the use of non-geographical telephone numbers in light of the consultation carried out by Ofcom; and re-iterating the Government's position that

“patients should not be expected to pay more than the equivalent of a local call”.

The Department is currently gathering evidence on the use of 0844 numbers in general practice and will consider what further action is necessary in light of that evidence.



Title: Re: Parliamentary update
Post by SilentCallsVictim on May 2nd, 2008 at 12:41am

idb wrote on May 1st, 2008 at 11:13pm:
"The Department is currently gathering evidence on the use of 0844 numbers in general practice and will consider what further action is necessary in light of that evidence."

The exercise expected to end in March is continuing.

The Department of Health has demonstrated a complete misunderstanding of the issues in the past and claims not to know which surgeries are using 084 numbers.

Only MPs have been specifically invited to submit evidence, although communications from citizens have been acknowledged.

Forum members may wish to ensure that whatever action is thought necessary is fully informed by making thier own submissions and soliciting others.

Title: Re: Parliamentary update
Post by idb on May 2nd, 2008 at 1:02am

idb wrote on May 1st, 2008 at 11:13pm:
[...] and re-iterating the Government's position that

“patients should not be expected to pay more than the equivalent of a local call”.

The Department is currently gathering evidence on the use of 0844 numbers in general practice and will consider what further action is necessary in light of that evidence.
The evidence is remarkably simple to 'gather'.

A competent individual within the NHS should ask an independent telecommunication expert (i.e. not from Ofcom), to determine the cost of calling a surgery in, say, Penzance, from a) within Penzance, and say b) from Aberdeen. The costs should be calculated for a one, five and ten minute call to a) a standard geographic Penzance number (which we shall refer to as the 'local call') and b) to a 0844 number. The following providers should be used:

BT; Virgin Media; O2; Vodafone; 3, T-Mobile; Orange and Virgin Mobile for both typical contract and typical pre-pay rates.

This will show, unequivocally, that the only situation where “patients should not be expected to pay more than the equivalent of a local call” will be as a result of the patient calling the geographic number.

It's so easy, despite the NEG spin and deceit.

Title: Re: Parliamentary update
Post by NGMsGhost on May 2nd, 2008 at 3:14am

SilentCallsVictim wrote on May 2nd, 2008 at 12:41am:
Forum members may wish to ensure that whatever action is thought necessary is fully informed by making thier own submissions and soliciting others.


What email address or other point of contact should we make our submisisons to?

Title: Re: Parliamentary update
Post by SilentCallsVictim on May 3rd, 2008 at 2:44am

NGMsGhost wrote on May 2nd, 2008 at 3:14am:
What email address or other point of contact should we make our submissions to?

The Department of Health website offers a variety of points of contact at the following URL- http://www.dh.gov.uk/en/ContactUs/ContactDetailsList/DH_066319.

Your MP may wish to note that Ivan Lewis, a junior DH minister, was first to invite submissions from MPs.

As submissions from the public have not been solicited, no specific contact point has been offered. My telephone enquiry to the contact centre resulted in the advice that Mr Lewis's team of officials was doing this work and they could be reached via the main DH email address - dhmail@dh.gsi.gov.uk.

Mark Britnell, Director General of Commissioning & System Management, indicated ownership of the process in his letter to PCTs of 3 March. Evidence of a personal email address at the same DH domain can be readily found using Google.

I must encourage members to request their MPs to make submissions on behalf of their constituents, as no other approach can demand a hearing or a response. Whilst saying this, I must also report that other ways of getting the message through can perhaps be effective. It is for each member to choose how best to see that the right evidence is made available. There are many channels through which this could be achieved.

Title: Re: Parliamentary update
Post by idb on May 6th, 2008 at 1:36am
House of Commons Hansard Written Answers for 01 May 2008 (pt 0005)

Departmental Telephone Services

Mrs. Villiers: To ask the Secretary of State for Transport pursuant to the Answer of 28 January 2008, Official Report, columns 43-44W, on departmental telephone services, how much money (a) her Department and (b) its agencies raised from 0845 and similar cost telephone lines in each of the last 10 years. [193990]

Jim Fitzpatrick: The money raised by the Department for Transport and its agencies from 0845 and similar cost telephone lines since the Department was formed in 2002 is set out in the following table. All of these telephone lines are either revenue neutral or the money raised is less than the cost of the service.

Money raised (£) Comments
DFT (Central)
0
One 0845 line which generates no income

 
DVLA
2002-03—623,539
Has 17 0800, 0870 and 0845 lines—all revenue is from the 0870 lines

2003-04—874,965
 
2004-05—1,945,131
 
2005-06—2,423,517
 
2006-07—2,894,284
 
2007-08—2,555,102 (year to date)
 
 
DSA
Up to 2002-03—not available
Has 4 0870 lines currently being changed to 0300 lines

2003-04—702,326
 
2004-05—706,399
 
2005-06—693,254
 
2006-07—623,284
 
2007-08—639,048 (year to date)
 

1 May 2008 : Column 600W
HA
0
Has 4 0845 and 0870 lines which generate no income

 
MCA
0
Has one 0870 line which generates no income

 
VOSA
Up to 2003-04—0
Has 3 0845 and 0870 lines—all revenue is from the 0870 lines

2004-05—10,386
 
2005-06—63,407
 
2006-07—72,397
 
2007-08—62,894 (year to date)
 
 
VCA
0
Has one 0844 line which generates no income

 
GCDA
0
Has no 0845 or similar lines


Title: Re: Parliamentary update
Post by idb on May 6th, 2008 at 1:47am
House of Commons Hansard Debates for 01 May 2008 (pt 0014)

The Government have laid the foundation for the eradication of child poverty, and the direction of travel is now well established. However, I would like to raise with the Minister a couple of issues that have arisen in my constituency and are pertinent to the debate as well as to those living on a fixed income throughout the country.

First, I am grateful to Dr. Calum McCabe, one of our local GPs, who has brought to my attention a problem experienced by some of his patients in accessing benefits by phone. As we all know, many people on fixed incomes do not have landlines and instead use pay-as-you-go mobile phones. They may be more expensive in the long term but, like prepayment meters, they are used because they mean that people on fixed incomes do not run up bills. Many Government-run helplines—such as the ones for tax credits, benefits inquiries and the social fund—use numbers with the 0845 prefix that are assumed to be free or local-rate numbers. However, mobile network operators connect customers to the services at premium rates, with the result that low-income users who have no access to a landline incur disproportionate costs in accessing taxpayer-funded services.

I draw the Minister's attention to early-day motion 1285, which has been signed by 65 hon. Members of all parties. It calls on the Government to bring in legislation so that the numbers are genuinely free to all users. It also asks the Government to look into providing free of charge at the point of use all essential Government-run helplines for which no alternative face-to-face service is provided.


Title: Re: Parliamentary update
Post by Keith on May 6th, 2008 at 8:03am
Clearly the same logic applies to Surgery numbers. Interesting that it is a Doctor that raised the issue. I assume he is one that doesn't use an 0844 number.

Title: Re: Parliamentary update
Post by SilentCallsVictim on May 6th, 2008 at 10:53am

Keith wrote on May 6th, 2008 at 8:03am:
I assume he is one that doesn't use an 0844 number.

His practice uses a geographic number itself, however its out-of-hours service is provided by Ayrshire Doctors on Call, accessed through NHS 24 (the Scottish equivalent of NHS Direct), on 08454 24 24 24.

Sandra Osborne (the MP quoted above) has been informed of this.

Title: Re: Parliamentary update
Post by idb on May 7th, 2008 at 11:22pm
House of Commons Hansard Written Answers for 06 May 2008 (pt 0023)

Revenue and Customs: Telephone Services

Joan Walley: To ask the Chancellor of the Exchequer how much has been raised by the introduction of the premium rate 0845 telephone number at HM Revenue and Customs; and if he will make a statement. [203310]

Jane Kennedy: HM Revenue and Customs do not operate any premium rate telephone services and raise no revenue through the use of 0845 business rate lines.


Title: Re: Parliamentary update
Post by idb on May 12th, 2008 at 10:42pm
House of Commons Hansard Written Answers for 08 May 2008 (pt 0020)

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Children, Schools and Families what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department. [200120]

Kevin Brennan: The information as requested is not readily available centrally within the Department for Children, Schools and Families (DCSF). To respond fully would involve an extensive internal and external information collection exercise which would exceed the recommended disproportionate cost threshold. DCSF does not keep central telephony records for its arms length bodies, However, to be helpful, the following information, relating solely to DCSF headquarters, can be provided.

DCSF currently employs a total of 24 non-geographic telephone numbers. These can be categorised broadly into two groups: those for use by citizens; and those for use internally by DCSF staff.

Services used by citizens and accessed by customers calling non-geographic telephone numbers are shown in the following table.

Helpline Number Information/help provided
Headship Information Line
0845 716 5136
Information in connection with national headship training programmes

EDUBASE
0870 120 2527
Provision of schools data to the public

Sexwise Helpline
0800 28 29 30
For under 18s—answers queries on sex and relationships

Office of the Schools Adjudicator
0870 001 2468
Schools Adjudication service

Education Maintenance Allowance
0800 056 2811
Helpline for organisations involved in delivering EMA

Young Minds
0800 018 2138
For parents concerned about the mental health of a baby, young person

One Parent Families
0800 018 5026
Support for lone parents

Family Rights Group
0800 731 1696
Support for families whose children are involved with social services

DCSF Main Switchboard officials
0870 001 2345
Service to route callers to DCSF

DCSF Public Inquiry Line
0870 000 2288
General information line for all DCSF related inquiries

Prolog
0845 602 2260
DCSF publications helpline

Families need Fathers
0870 760 7496
Help parents to retain, develop and make best use of children's relationship's

Fast Track Helpline
0845 601 5921
Queries from fast track teachers and head teachers

Fast Track recruitment helpline
0845 058 1066
Teachers applying to join the Fast Track Teaching programme

Teacher information line
0845 600 0991
Advice on training opportunities and support available

Return to teach line
0845 600 0993
Advice on training opportunities and support available

National Strategies Helpdesk
0845 850 1444
To support the delivery of the national strategies


Title: Re: Parliamentary update
Post by idb on May 17th, 2008 at 2:00am
Lords Hansard text for 15 May 200815 May 2008 (pt 0001)

Pensions: Telephone Costs

Lord Taylor of Holbeach asked Her Majesty's Government:

Further to the Written Answer by the Minister of State for Pensions Reform, Mr Mike O'Brien, on 11 March (Official Report, Commons, 207W), whether the cessation of the rebate on 0845 numbers from 14 December 2007 has reduced the cost of calls from Pension Service customers; and, if not, who is benefiting from it. [HL3352]

The Parliamentary Under-Secretary of State, Department for Work and Pensions (Lord McKenzie of Luton): 0845 numbers are intended to enable customers to contact a centralised service for no more than the cost of a local call when using a landline (although the cost to mobile users does depend on the terms of the package individual users have with their service provider).

The decision to cease the rebate on 0845 numbers from 14 December 2007 has not reduced the cost of calls for our customers as their personal contracts with their respective telecom provider will still apply. The monetary remuneration that the department received from the rebate is with BT. However, the loss of this rebate has been partly offset by other price negotiations with BT to reduce the cost to public funds.


Title: Re: Parliamentary update
Post by idb on May 21st, 2008 at 12:45am
House of Commons Hansard Written Answers for 19 May 2008 (pt 0019)

Departmental Telephone Services

Julia Goldsworthy: To ask the Chancellor of the Exchequer what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department. [200132]

Angela Eagle: The following tables and comments detail what non-geographic (0800, 0845 and 0870) telephone numbers for the public are in use by the Chancellor's Department and reporting agencies.

(a) 0800 numbers

The 0800 telephone numbers which are regularly in use are shown in the following table.

Number Description Administered by
0800 788 887
Tax Evasion Hotline
HMRC

0800 595 000
Customs Confidential
HMRC

0800 056 0585
Special Needs Line (textphone)
NS&I

In addition the Royal Mint has a series of 61 numbers with an 0800 prefix, which are used in rotation for marketing and advertising campaign purposes.


(b) 0845 numbers

A summary of the number of 0845 numbers is shown in the following table. This is followed by more detailed information on which 0845 numbers for the public are in use by the Chancellor's Department and each reporting agency.

Department/Agency Number of 0845 numbers for use by the public
Debt Management Office
16

Government Actuary's Department
0

HM Revenue and Customs
(1)139

HM Treasury
0

National Savings and Investments
8

The Office of Government Commerce
1

OGC Buying Solutions
1

Royal Mint
6

Valuation Office Agency
2

(1 )Estimated number of public facing helpline services.



Debt Management Office (DMO)

The following table of numbers appears on the DMO website which the public would have access to.

Name Number
Chief Executive
0845 357 6533

Deputy Chief Executive
0845 357 6531

Chief Operating Officer
0845 357 6520

Head of Business Delivery
0845 357 6544

Head of Finance, Risk Management and Control
0845 357 6624

Head of Markets and PWLB
0845 357 6539

Co-Head of Policy Team
0845 357 6512

Co-Head of Policy Team
0845 357 6623

Senior Quantitative Analyst
0845 357 6516

Head of Gilt and Cash Dealing
0845 357 6517

Press Officer and Policy Advisor
0845 357 6532

Assistant Press Officer and Policy Advisor
0845 357 6525

Secretary to the PWLB
0845 357 6613

HR Manager
0845 357 6579

Senior Policy Advisor
0845 357 6571

Website Team
0845 357 6500



HM Revenue and Customs

HMRC's 0845 telephone numbers for public use are either to promote general helpline services, where customers instigating contact are encouraged to call, or appear on correspondence and forms, for customers to make specific inquiries. The main public facing helpline services are listed in the following table, while the full list of 0845 numbers is not held centrally and could be established only at disproportionate cost.

...


Title: Re: Parliamentary update
Post by idb on May 21st, 2008 at 12:46am
...

HMRC 0845 prefixed telephone services Number
BillPay Helpline
0845 302 1423

Charities Helpline
0845 302 0203

Child Benefit
0845 302 1444

Child Benefit—Guardian Helpline
0845 302 1464

Child Benefit NI
0845 603 2000

Child Benefit (Textphone)
0845 302 1474

Child Trust Fund
0845 302 1470


19 May 2008 : Column 90W
Child Trust Fund (Textphone)
0845 366 7870

Construction Industry Scheme
0845 366 7899

Construction Industry Scheme (Textphone)
0845 366 7894

Contract Advice Line (IR35)
0845 303 3535

Contract Advice Line (IR35) Fax
0845 302 3535

Corporation Tax (Self Assessment Orderline)
0845 300 6555

Corporation Tax (Self Assessment Orderline) Fax
0845 300 6777

Employers Helpline
0845 714 3143

Employers Helpline (Textphone)
0845 602 1380

Employers Orderline
0845 764 6646

Flood Helpline
0845 300 0157

Foot and Mouth Helpline
0845 366 1207

Gross Registration (Bank and Building Soc. interest)
0845 980 0645

How to Pay Helpline
0845 366 7816

Individual Savings Accounts (ISA)
0845 604 1701

London Enquiry Line
0845 302 1455

National Insurance and NMW (textphone)
0845 915 3296

National Insurance Contracted Out Pensions
0845 915 0150

National Insurance Contributions Office
0845 302 1479

National Insurance Contributions Office (textphone)
0845 915 8610

National Insurance Deficiency Helpline
08459155996

National Insurance North Wales area
0845 766 0830

National Insurance Pensions (Individuals)
0845 915 0106

National Insurance Pensions (Individuals textphone)
084 5915 8608

National Insurance Registrations Number Allocation
0845 915 7006

National Insurance Registrations (Lost and mislaid cards and numbers)
0845 915 5670

National Insurance Self Employed Helpline
0845 915 4655

National Minimum Wage
0845 600 0678

National Minimum Wage Information Service
0845 845 0360

New Employers Helpline
0845 607 0143

Newly Self Employed Helpline
0845 915 4515

Online Services Helpdesk (Direct Taxes)
0845 605 5999

Online Services Helpdesk (Fax)
0845 366 7828

Online Services Helpdesk (Tax Credits)
0845 300 3938

Online Services Helpdesk (Textphone)
0845 366 7805

Online Services Helpdesk (VAT Online)
0845 010 8500

Online Services Helpdesk (VAT Online) Fax
0845 010 8501

PA YE and SA (Textphone Belfast)
0845 607 6078

PA YE and SA (Textphone Bradford)
0845 366 7818

PA YE and SA (Textphone Cardiff)
0845 302 1408

PA YE and SA (Textphone Sunderland)
0845 302 1499

PAYE and SA Bedfordshire and West Hertfordshire
0845 302 1458

PA YE and SA Berkshire
0845 366 7810

PAYE and SA Birmingham Solihull
0845 302 1437

PAYE and SA Blind Persons Allowance Helpline
0845 366 7887

PAYE and SA Bournemouth
0845 302 1451

PAYE and SA Bristol and North Somerset
0845 302 1443

PA YE and SA Cambridgeshire
0845 302 1453


19 May 2008 : Column 91W
PAYE and SA Central Yorkshire
0845 302 1467

PAYE and SA Centre 1
0845 070 3703

PAYE and SA Chapel Warf
0845 300 0627

PAYE and SA Claims Office
0845 366 7850

PAYE and SA Cornwall and Plymouth
0845 366 7807

PAYE and SA Cumbria
0845 302 1473

PAYE and SA Devon
0845 366 7830

PAYE and SA Dorset and Wiltshire
0845 302 1438

PAYE and SA East Cheshire and South Lancashire
0845 302 1463

PAYE and SA East Hants and Isle of Wight
0845 300 0628

PAYE and SA East Hertfordshire and West Essex
0845 302 1460

PAYE and SA East Lancashire
0845 302 1441

PAYE and SA Glasgow Blythswood
0845 302 1476

PAYE and SA Gloucester and North Wiltshire
0845 366 7840

PAYE and SA Greater Belfast
0845 302 1469

PAYE and SA Kent
0845 302 1431

PAYE and SA Leicester and Northants
0845 302 1442

PAYE and SA Lincolnshire
0845 302 1449

PAYE and SA Lothians
0845 302 1409

PAYE and SA Manchester
0845 302 1477

PAYE and SA Merseyside
0845 302 1459

PAYE and SA Midlands West
0845 366 7884

PAYE and SA NEMA and Humber
0845 302 1414

PAYE and SA Norfolk
0845 366 7851

PAYE and SA North and South Wales
0845 300 3949

PAYE and SA North West Lancashire
0845 302 1478

PAYE and SA North West Midlands and Shropshire
0845 366 7815

PAYE and SA North Yorkshire
0845 302 1433

PAYE and SA Northern Ireland Counties
0845 302 1481

PAYE and SA Northumbria
0845 302 1456

PAYE and SA Nottingham and Derby
0845 302 1413

PAYE and SA Oxon. and Bucks.
0845 302 1434

PAYE and SA. Scotland Central
0845 302 1448

PAYE and SA Scotland North
0845 302 1410

PAYE and SA Scotland South and East
0845 302 1484

PAYE and SA Scotland West
0845 302 1452

PAYE and SA Sefton
0845 300 3939

PAYE and SA Somerset
0845 302 1483

PAYE and SA South Essex and Central Yorkshire
0845 366 1467

PAYE and SA South Yorkshire
0845 366 7802

PAYE and SA Staffordshire
0845 302 1436

PAYE and SA Suffolk and North Essex
0845 366 7824

PAYE and SA Surrey and Northamptonshire
0845 366 7825

PAYE and SA Sussex
0845 366 7856

PA YE and SA Tees Valley
0845 366 7865

PAYE and SA Warwickshire
0845 366 7842

PAYE and SA Wear and South Tyne
0845 366 7800

PAYE and SA West Hampshire
0845 302 1400

...

Title: Re: Parliamentary update
Post by idb on May 21st, 2008 at 12:47am
...

PAYE and SA West Lancashire and West Cheshire
0845 302 1462

PAYE and SA West Wales
0845 302 1471

PAYE and SA West Yorkshire and Craven
0845 302 1432

PAYE and SA Worcester and Hereford
0845 302 1482

Probate and Inheritance Tax Helpline
0845 302 0900

Probate and Inheritance Tax Orderline
0845 234 1000


19 May 2008 : Column 92W
Residency National Insurance Contributions
0845 915 4811

Residency Tax matters
0845 070 0040

Self Assessment Debit Card Payment Line
0845 305 1000

Self Assessment Helpline
0845 900 0444

Self Assessment Orderline
0845 900 0404

Self Assessment Orderline Fax
0845 900 0604

Stamp Duty Land Tax Helpline
0845 603 0135

Stamp Duty Land Tax Orderline
0845 302 1472

Tax and Benefits Confidential
0845 608 6000

Tax Credits
0845 300 3900

Tax Credits (Textphone)
0845 300 3909

Tax Credits Household Breakdown
0845 366 7864

Tax Credits Orderline
0845 366 7820

Tax Credits Overpayment Hardship
0845 302 1422

Tax Credits Overpayment line (TC610)
0845 302 1429

Tax Credits Payment Helpline
0845 366 1205

Tax Credits Ready Reckoner
0845 366 7867

Tax Credits Recovery line
0845 302 1420

Tax Return Simplification Pilot
0845 302 1486

Taxback on Bank and Building Society interest
0845 077 6543

Taxes Orderline
0845 300 0504

VAT Registration and Deregistration Carmarthen
0845 758 5831

VAT Registration and Deregistration Grimsby
0845 039 0279

VAT Registration and Deregistration Newry
0845 711 2114

VAT Registration and Deregistration Wolverhampton
0845 039 0129

VAT, Excise Customs and Duties
0845 010 9000

VAT, Excise Customs and Duties (textphone)
0845 000 0200

Welsh Language Service for Tax and Tax Credits
0845 302 1489

Welsh Language Service for VAT, Excise, Customs
0845 010 0300

Yacht Arrivals/Departures
0845 723 1110

National Savings and Investments

NSI has the following 0845 telephone numbers for the public.

Helpline name Number
General Inquiries/Service line.
0845 964 5000

EASA—calls routed to General Inquiries
0845 366 6667

NS&I Tesco Helpline(1)
0845 366 7007

Treasurers Account inquiries(1)
0845 964 5777

Postmasters Helpline
0845 366 0040

Independent Financial Advisers Helpline
0845 971 5401

Welsh Helpline
0845 602 0637

Royal Horticultural Show Line
0845 300 1617

(1 )Treasurers Account and the Tesco's helpline number will close on 30 April 2008.

The Office of Government Commerce

The Office of Government Commerce published telephone number is 0845 000 4999. By dialling this number, customers can access the OGC Service Desk which is the focal point for all customer inquiries.


19 May 2008 : Column 93W

OGC Buying Solutions

Buying Solutions manages customer, supplier and colleague inquiries through a single dedicated helpline service on 0845 410 2222.

Royal Mint

Royal Mint currently has six public facing 0845 numbers in operation used for receiving customer orders and inquiries shown in the following table.

0845 60 88 222

0845 60 88 300

0845 60 88 333

0845 60 88 444

0845 60 88 555

0845 60 99 666

Valuation Office Agency

VOA has two public facing 0845 telephone numbers for council tax banding inquiries, 0845 602 1507 for properties in England and 0845 600 1748 for properties in Wales.

(c) 0870 n umbers

With the exception of HMRC there are no 0870 prefixed telephone services for the public which are in use by the Chancellor's Department or agencies which report to him.

Within HMRC, some investigation teams have 0870 telephone numbers, and because these appear on correspondence, they are available to the public. Details of these numbers are not held centrally and could be provided only at disproportionate cost.

[end]

Title: Re: Parliamentary update
Post by idb on May 21st, 2008 at 12:49am
House of Commons Hansard Written Answers for 16 May 2008 (pt 0007)

Departmental Telephone Services

Mr. Carmichael: To ask the Secretary of State for the Home Department how much revenue was generated by each (a) 0845 and (b) 0870 telephone code used for customer inquiry lines by her Department's agencies in each of the last five years. [183956]

Mr. Byrne: Figures relating to the revenue generated by each of the 0845 and 0870 numbers used for customer inquiry lines by the Home Office are not held centrally. As such it is not possible to answer this question within the time and cost limits of the PQ process.


Title: Re: Parliamentary update
Post by longusername on May 21st, 2008 at 2:38pm
What does anyone think of the idea of putting in a freedom of information request for each number, one request at a time. I suppose if one person did them all it would come out as a vexatious request after a while. But could they refuse one request? Would there be any point in taking this approach?

I don't know. Just asking.

Disproportionate cost? Not held centrally? Shouldn't somebody keep figures for each one? Why not just email whoever it is for each one. Once they all reply, add up the figures.

Isn't this supposed to be central government? You'd think they would do some overall accounting which would require putting these figures somewhere on the credit side? Maybe it's too difficult to break them down into geographical and non.  :-/

Title: Re: Parliamentary update
Post by SilentCallsVictim on May 21st, 2008 at 6:57pm

longusername wrote on May 21st, 2008 at 2:38pm:
Would there be any point in taking this approach?

The answers could be interesting.

The problem is that the benefit of “revenue sharing” numbers is not purely seen in actual income. Some of what is potentially available is retained by the telco in return for discounts on the package of services provided.

The only way to discover the extent to which service-using callers are subsiding what should be a cost to taxpayers is to compare the cost to the Department with a fair quoted price for the same telephone services using 03xx numbers in place of 08xx. It is this difference that represents the subsidy to the Departmental budget (which is funded by taxpayers).

The exercise should perhaps be extended to include a similar quote for geographic numbers. The difference between the 03xx and geographic number prices is the true cost to set against the questionable benefit of having a non-geographic number. One suspects that in many cases the cost of using “NTS” would not justify the benefit. Where this was true, it would expose the fact that the alleged benefit of NGNs was never truly justified, it was always an excuse for the saving to the exchequer of using revenue sharing numbers, at the expense of service users.

The slowness of the move to 03xx suggests that there could be some truth in this point, although I cannot offer any clear evidence at this stage.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jun 22nd, 2008 at 1:53pm
Nothing significant to post as an update yet, but followers of this thread may wish to note this posting.


With great thanks to those who have been posting comprehensive information here whenever relevant isses are raised in debate or written answers, I can offer the following links to recent Hansard entries: 19 May Col 88W, 2 June Col 727W, 3 June Col 872W, 5 June Col 1088W.
(In the latter case, callers running out of money or mobile credit is not given as one of the reasons for calls being abandoned.)

Title: Re: Parliamentary update
Post by idb on Jun 24th, 2008 at 12:31am
Questions for Oral or Written Answer
beginning on Tuesday 17 June 2008
(the 'Questions Book')

Part 1: Written Questions for Answer on
Tuesday 17 June 2008

Mr Geoffrey Clifton-Brown (Cotswold): To ask the Secretary of State for Work and Pensions, whether he has considered the merits of replacing the 0845 telephone number for the Child Support Agency with a local-rate telephone number.

Title: Re: Parliamentary update
Post by idb on Jun 24th, 2008 at 12:33am
House of Commons Hansard Written Answers for 16 Jun 2008 (pt 0032)

NHS: Telephone Services

Mike Penning: To ask the Secretary of State for Health how many calls were taken by NHS Direct in each month in 2007; and what the average cost to the public purse was of each call in 2007.

Mr. Bradshaw: The information is shown in the following table:

2007 Total number of calls taken

January
682,892

February
602,188

March
619,917

April
635,812

May
678,417

June
669,796

July
690,831

August
662,927

September
632,120

October
687,531

November
707,862

December
724,483

Total(1)
7,994,776

(1) Figures are for all calls to NHS Direct which includes calls to 0845 46 47 and other calls to services provided to national and local commissioners.

The average cost per call in the financial year 2007-08 was £15.35.

Mike Penning: To ask the Secretary of State for Health how many calls were made to NHS Direct in (a) 2007 and (b) 2006; what the forecast number of calls for each of those years was before the start of each year; and if he will make a statement. [208426]

Mr. Bradshaw: The information requested is not available in the format requested. Such information as is available is shown in the following table.

Calls made to NHS Direct Actual Forecast

2006-07(1)
8,296,972
9,500,000

2007-08(2)
9,018,148
9,900,000

(1) Figures are provided for the financial years 2006-07 and 2007-08.
(2) Figures are for all calls to NHS Direct which includes calls to 0845 46 47 and other calls to services provided to national and local commissioners.



Title: Re: Parliamentary update
Post by idb on Jun 24th, 2008 at 12:34am
Part 2: Oral and Written Questions from
Tuesday 17 June 2008

Mr Geoffrey Clifton-Brown (Cotswold): To ask the Secretary of State for Work and Pensions, whether he has considered the merits of replacing the 0845 telephone number for the Child Support Agency with a local rate telephone number.

Title: Re: Parliamentary update
Post by idb on Jun 26th, 2008 at 12:57am
House of Commons Hansard Written Answers for 23 Jun 2008 (pt 0002)

Child Support Agency: Telephone Services

Mr. Clifton-Brown: To ask the Secretary of State for Work and Pensions whether he has considered the merits of replacing the 0845 telephone number for the Child Support Agency with a local-rate telephone number. [212073]

Mr. Plaskitt: The administration of the Child Support Agency is a matter for the Chief Executive. He will write to the hon. Member with the information requested.

Letter from Stephen "Mr Clueless" Geraghty, dated 23 June 2008:

In reply to your recent Parliamentary Question about the Child Support Agency, the Secretary of State promised a substantive reply from the Chief Executive.

You asked the Secretary of State for Work and Pensions, whether he has considered the merits of replacing the 0845 telephone number for the Child Support Agency with a local rate telephone number. [212073]

The Child Support Agency's 0845 telephone numbers are charged at the rate of a local call from a landline telephone. Calls from mobile phones are charged at a rate determined by the service provider.

I hope you find this answer helpful.

Of course we don't Stephen as it's a pile of garbage and you haven't ANSWERED THE QUESTION.


Title: Re: Parliamentary update
Post by idb on Jul 9th, 2008 at 2:32am
Part 2: Oral and Written Questions from
Wednesday 9 July 2008

25
Mr Mark Prisk (Hertford & Stortford): To ask Mr Chancellor of the Exchequer, what income his Department received from the Office of National Statistics 0845 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06.

Title: Re: Parliamentary update
Post by idb on Jul 9th, 2008 at 2:34am
Part 2: Oral and Written Questions from
Wednesday 9 July 2008


15
Mr Mark Prisk (Hertford & Stortford): To ask the Secretary of State for Business, Enterprise and Regulatory Reform, what income his Department received from the Companies House 0870 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06.

Title: Re: Parliamentary update
Post by idb on Jul 16th, 2008 at 1:07am
House of Commons Hansard Written Answers for 14 July 2008 (pt 0044)

NHS: Telephone Services

Mike Penning: To ask the Secretary of State for Health pursuant to the Answer of 16 June 2008, Official Report, column 766W, on NHS: telephone service, what the reasons are for the disparity between calls to NHS Direct (a) made and (b) forecast in (i) 2006-07 and (ii) 2007-08. [216083]

Mr. Bradshaw: The reasons for the differences between the number of calls forecast and number of calls made in 2006-07 and 2007-08 are as follows:

There have been significant increases in web usage across the two years with some patients choosing to access NHS Direct's services through the internet rather than via the telephone;

in 2006-07 web visits increased by 52 per cent. (approximately 7 million additional visits per annum); and

in 2007-08 web visits increased by 49 per cent. (approximately 10 million additional visits per annum).

significant improvements in performance during 2007-08 have helped reduce the number of repeat callers and therefore the number of calls; and

NHS Direct include in their forecast calls to 0845 46 47 and other calls to services provided to national and local commissioners. This includes calls to the appointments line (formerly choose and book appointments line). In 2006-07 the Department overestimated calls to the appointments line when there were 520,000 calls less than the 2 million forecast.


Title: Re: Parliamentary update
Post by idb on Jul 16th, 2008 at 1:08am
House of Commons Hansard Written Answers for 14 July 2008 (pt 0032)

Welfare Tax Credits: Telephone Services

Mr. Denis Murphy: To ask the Chancellor of the Exchequer how many tax credits enquiries his Department received through its 0800 and 0845 numbers in each of the last three years. [214296]

Jane Kennedy: HMRC operates two 0845 helplines to deal with tax credits inquiries: the tax credits helpline for the general public and an intermediaries helpline. Advisers working on other HMRC helplines may also receive a small number of tax credits inquiries, but these are incidental to their main work, and the number is not recorded.

I refer my hon. Friend to the answers given by my right hon. Friend the then Paymaster General on 14 March 2006, Official Report, column 2137W, on 20 June 2006, Official Report, column 1857W and on 25 June 2007, Official Report, column 418W, in which the number of calls received by the tax credits helpline in each month in the last three years to April 2007 has been provided. The following table brings this information up to date for 2007-08.

Tax credits helpline

Number of calls received( 1) to the nearest thousand
May 2007
2,510

June 2007
2,664

July 2007
3,149

August 2907
2,129

September 2007
2,025

October 2007
1,703

November 2007
1,563

December 2007
1,039

January 2008
1,830

February 2008
1,600

March 2008
1,445

(1 )Where the caller selected an option from the call steering menu and was put in a queue to speak to an adviser


In addition the following table gives details of the number of calls received by the intermediaries helpline in each of the last three years.

Tax credits intermediaries service

Number of calls received to the nearest thousand
2005-06
50

2006-07
59

2007-08
56


Title: Re: Parliamentary update
Post by idb on Jul 22nd, 2008 at 1:37pm
More DVLA....

House of Commons Hansard Written Answers for 17 July 2008 (pt 0020)

Driver and Vehicle Licensing Agency: Telephone Services

Mr. Prisk: To ask the Secretary of State for Transport what income her Department received from the Driver and Vehicle Licensing Agency's 0870 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06. [217543]

Jim Fitzpatrick: The Driver and Vehicle Licensing Agency income received from 0870 number rebates in each of the last three financial years is as follows:

Financial year Revenue received (£)

2007-08
3,387,603

2006-07
2,894,284

2005-06
2,423,517


Title: Re: Parliamentary update
Post by idb on Jul 22nd, 2008 at 1:40pm
House of Commons Hansard Written Answers for 17 July 2008 (pt 0028)

Departmental Telephone Services

Mr. Denis Murphy: To ask the Secretary of State for Work and Pensions how many enquiries his Department received through its 0800 and 0845 numbers in each of the last three years. [214295]

Mrs. McGuire: Inquiries to the Department of Work and Pensions through 0800 and 0845 numbers for the last three years are:

DWP contact centres
Total inquiries( 1) to DWP contact centres during normal opening hours
Year (April to March)

2005-06 2006-07 2007-08
0800
2,994,064
1,944,284
1,550,576

0845
21,322,774
22,064,546
22,519,633


(0800 and 0845)(1)
18,950,827
19,920,108
18,905,753

Total
43,267,665
43,928,938
42,975,962

(1) Inquiries, is defined as total calls offered to DWP contact centres during their normal hours of opening. Information is not available in all cases to distinguish between those calls received to 0800 numbers and those to 0845 numbers.


Title: Re: Parliamentary update
Post by idb on Jul 22nd, 2008 at 1:42pm
House of Commons Hansard Written Answers for 15 July 2008 (pt 0013)

Ordnance Survey: Telephone Services

Mr. Prisk: To ask the Secretary of State for Communities and Local Government what income her Department received from the Ordnance Survey 0845 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06. [217540]

Mr. Iain Wright: Neither the Department nor Ordnance Survey has received income from Ordnance Survey's 0845 numbers in any of the years in question.


Title: Re: Parliamentary update
Post by idb on Jul 29th, 2008 at 1:06pm
House of Commons Hansard Written Answers for 22 July 2008 (pt 0014)

Departmental Telephone Services

Matthew Taylor: To ask the Secretary of State for Transport how much revenue her Department received from the 0870 driver inquiry line in the last financial year; and how much it cost her Department to administer the service in that period. [221681]

Jim Fitzpatrick: For the financial year 2007-08 the rebate (revenue) received from the DVLA 0870 driver inquiry line was £687,638.18. The full staff cost (to cover the 177 staff members involved) of administering this particular 0870 service during 2007-08 was £3,389,288.00.


Title: Re: Parliamentary update
Post by idb on Jul 29th, 2008 at 1:08pm
House of Commons Hansard Written Answers for 22 July 2008 (pt 0031)

Companies House: Telephone Services

Mr. Prisk: To ask the Secretary of State for Business, Enterprise and Regulatory Reform what income his Department received from the Companies House 0870 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06. [217539]

Mr. Thomas: The current income received by Companies House for the use of the 0870 number is as follows:

Current income received (£)
2007-08
8,500

2006-07
28,700

2005-06
44,500


There is however an ongoing dispute over a rebate for 2006-07 and 2007-08. The expected income should be on similar lines as 2005-06.


Title: Re: Parliamentary update
Post by idb on Jul 29th, 2008 at 1:09pm
House of Commons Hansard Written Answers for 22 July 2008 (pt 0041)

Child Support Agency: Telephone Services

Mr. Prisk: To ask the Secretary of State for Work and Pensions what income his Department received from the Child Support Agency's 0845 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06. [217547]

Mr. Plaskitt: Figures concerning income from the use of 0845 numbers are only available for the Department for Work and Pensions as a whole and cannot be allocated to individual agencies. The Department stopped receiving a rebate from its 0845 numbers on 14 December 2007. This did not affect the charge customers pay for contacting the Department.

The Department received a rebate of £1,490,640.47 for the period covering 1 October 2005 to 14 December 2007 and this was used to pay for other telecommunication services. No information is available for any earlier period and no breakdown of this figure is available. The Department ceased this arrangement on 14 December 2007 and no longer receives any rebate. This change in arrangement does not affect the charge a customer pays for contacting the Department.

Title: Re: Parliamentary update
Post by idb on Jul 29th, 2008 at 1:11pm
House of Commons Hansard Written Answers for 22 July 2008 (pt 0044)

Pension Service: Telephone Services

Mr. Prisk: To ask the Secretary of State for Work and Pensions what income his Department received from the Pension Service's 0845 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06. [217546]

Mr. Mike O'Brien: I am told that the information is not available in the form requested.

Although the DWP, which includes The Pension Service, received a £1.5 million rebate on its telephone charges from British Telecom, in relation to its 0845 services for the period from 1 October 2005 to the 30 November 2007, this rebate was offset against DWP telephony costs. After this date, the rebate arrangements ceased. This change in arrangement does not affect the charge a customer pays for contacting the Department. The charge a customer pays depends on their personal contract.

No information is available for any earlier period, nor on the amount relating specifically to calls to The Pension Service.


Title: Re: Parliamentary update
Post by idb on Jul 29th, 2008 at 1:11pm
House of Commons Hansard Written Answers for 22 July 2008 (pt 0104)

Office of National Statistics: Telephone Services

Mr. Prisk: To ask the Chancellor of the Exchequer what income his Department received from the Office of National Statistics 0845 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06. [217545]

Angela Eagle: The Treasury Department has not received any income from the ONS between 1 April 2005 and 31 March 2008 in respect of 0845 numbers.


Title: Re: Parliamentary update
Post by idb on Jul 29th, 2008 at 1:12pm
House of Commons Hansard Written Answers for 22 July 2008 (pt 0018)

Government Decontamination Service: Telephone Services

Mr. Prisk: To ask the Secretary of State for Defence what income his Department received from the Government Decontamination Service 0845 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06. [217542]

Derek Twigg: None.


Title: Re: Parliamentary update
Post by idb on Jul 29th, 2008 at 1:13pm
House of Commons Hansard Written Answers for 21 July 2008 (pt 0038)

Highways Agency: Telephone Services

Mr. Prisk: To ask the Secretary of State for Transport what income her Department received from the Highways Agency 0845 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06. [217544]

Mr. Tom Harris: The Highways Agency Information Line (08457 504030) enables the public to call to receive information on the motorways and trunk road network.

Calls to this number cost no more than 4p a minute. It does not generate any revenue for the Highways Agency.


Title: Re: Parliamentary update
Post by sherbert on Aug 12th, 2008 at 7:20pm
Having a nose around the Land Registry site, I noticed that they have stopped using 0870 numbers and have replaced them with 0844 numbers, see here..

http://www1.landregistry.gov.uk/info/noticeboard/item/?article_id=17627



( I may have put this in the wrong place, if I have I apologise and I am sure Dave will move it is in the wrong place.)

Title: Re: Parliamentary update
Post by sherbert on Aug 26th, 2008 at 7:39am
DVLA make £9 million on 0870 numbers...

See here....


http://www.telegraph.co.uk/news/newstopics/fairdealfordrivers/2619938/DVLA-makes-9million-from-motorists-who-check-on-licence-applications.html



(Dave....sorry if this is in the wrong place)

Title: ASK A MORE DIFFICULT QUESTION!
Post by Heinz on Aug 26th, 2008 at 1:40pm
Why the hell don't they stop asking these stupid "how much income?" questions when obfuscation normally results.  It would be better to ask why such-and-such department has not followed COI advice and moved to 03xx numbers yet - and when will it?

Title: Re: Parliamentary update
Post by SilentCallsVictim on Sep 11th, 2008 at 12:37am
A new front, with a nice logo and a neat summary of the problems caused by GPs using 0844 numbers has been added to the website of Laura Moffatt MP.

Whilst she may be right to focus on her constituents, Ms Moffatt could apply some pressure to Ben Bradshaw, who proposes to do nothing about this matter. Some would think that "success" could only be claimed once there were no such numbers in Crawley!

Title: Re: Parliamentary update
Post by SilentCallsVictim on Sep 12th, 2008 at 9:53am
An interesting written answer from Ben Bradshaw to a question from Andrew Lansley about the proposed three-digit number for access to urgent health and social care referred to in the Darzi report.

http://www.theyworkforyou.com/wrans/?id=2008-09-01b.221020.h

Bradshaw confirms that NHS Direct is involved in DH discussions about this matter, the initial outcome of which will be announced "in the autumn".

Bradshaw has previously indicated that no progress will be made with the necessary and long overdue change of number for the main NHS Direct non-urgent health advice and information service (from 0845 4647 to 0345 4647) until its role in relation to this quite separate other service has been "clarified".

As an organisation, NHS Direct has a valid place at the table where this possible new service is being discussed as it is one of many current providers of triage services for out-of-hours calls for the GP service. There is however no proposal that its main role as a provider of non-urgent health advice and information using 0845 4647 is directly affected by possible changes to arrangements for access to urgent care.

There is therefore no good reason why the two matters should have been conflated in this way. One must hope and expect that the forthcoming "clarification" will recognise this point and lead to an immediate commencement of the lengthy process of changing the number.

Title: Re: Parliamentary update
Post by NGMsGhost on Sep 12th, 2008 at 10:09am

SilentCallsVictim wrote on Sep 12th, 2008 at 9:53am:
An interesting written answer from Ben Bradshaw to a question from Andrew Lansley about the proposed three-digit number for access to urgent health and social care referred to in the Darzi report.

There is therefore no good reason why the two matters should have been conflated in this way. One must hope and expect that the forthcoming "clarification" will recognise this point and lead to an immediate commencement of the lengthy process of changing the number.


Surely a key concern about the adoption of any 3 digit numbers by any part of the NHS would be that like the proposed 101 number for non emergency Police and/or local authority services it will not be charged at geographic call rates or included in call packages, unlike 03 numbers.

Surely those involved in lobbying must make the case to the NHS and/or ministers, the Contact Council etc, etc now that if a 3 digit number is used for easy memory and dialling convenience it must still be charged the same way as an 01/02/03 number in order to achieve their affordability and accessibility goals?

Title: Re: Parliamentary update
Post by SilentCallsVictim on Sep 12th, 2008 at 10:36am

NGMsGhost wrote on Sep 12th, 2008 at 10:09am:
it must still be charged the same way as an 01/02/03 number in order to achieve their affordability and accessibility goals?
This is a very important point about a battle that may yet be to come.

None of the SHA "vision" documents make specific reference to charges for calls to this number, although many refer to it as being "like 999". This suggests that it is seen as possibly being "free", however concerns about misuse of free numbers and issues of funding will probably put paid to that.

There is no indication that the un-named officers in the DH who are working on this are yet open to representations from the public or parliament, however this opportunity should arise once a formal announcement (probably of one or more pilot schemes) is made in the coming months.

Title: Re: Parliamentary update
Post by NGMsGhost on Sep 12th, 2008 at 10:48am

SilentCallsVictim wrote on Sep 12th, 2008 at 10:36am:
There is no indication that the un-named officers in the DH who are working on this are yet open to representations from the public or parliament, however this opportunity should arise once a formal announcement (probably of one or more pilot schemes) is made in the coming months.


I am confident that you will keep us posted regarding the announcement of any such consultation process SCV. ;)

Title: Re: Parliamentary update
Post by Dave on Oct 18th, 2008 at 3:32am
House of Commons Hansard Written Answers for 01 Sep 2008 (pt 0015)
Department of Defence

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080901/text/80901w0015.htm#0809023000119

1 Sep 2008 : Column 1468W

Met Office: Telephone Services

Mr. Prisk: To ask the Secretary of State for Defence what income his Department received from the Met Office 0870 number in (a) 2007-08, (b) 2006-07 and (c) 2005-06. [217541]

Derek Twigg: No revenue has been received by MOD from the Met Office 0870 numbers.


House of Commons Hansard Written Answers for 01 Sep 2008 (pt 0047)
Home Department

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080901/text/80901w0047.htm#08090233000114

1 Sep 2008 : Column 1594W

Telephone Contact Centres

Julia Goldsworthy: To ask the Secretary of State for the Home Department when she will answer questions 166551 and 166552 on telephone contact centres, tabled by the hon. Member for Falmouth and Camborne on 15 November 2007. [190778]

Mr. Byrne: I replied to the hon. Member on 22 July 2008, Official Report, columns 1335-38W.


House of Commons Hansard Written Answers for 01 Sep 2008 (pt 0070)
Department of Health

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080901/text/80901w0070.htm#08090235000136

1 Sep 2008 : Column 1704W

Health Services: Telephone Services

Mr. Lansley: To ask the Secretary of State for Health (1) what the (a) costs and (b) benefits of a three-digit telephone number for urgent care which his Department is considering, as referred to on page 40 of High Quality Care for All, Cm 7432; which (i) officials and (ii) other parties are involved in the next phase of work on the matter; when he plans to set out further details on the next phase of work; whether his Department plans to encourage the development of local three-digit urgent care numbers ahead of its national review, as recommended in the visions documents of England's strategic health authorities; and if he will make a statement; [221020]

(2) what each of the options being considered by his Department for an urgent care number are as referred to on page 27 of NHS Next Stage Review: Our vision for primary and community care. [221049]

1 Sep 2008 : Column 1706W

Mr. Bradshaw: The Next Stage Review set out that we are currently considering various options to introduce a new three-digit telephone number to help people find the right local service to meet their urgent, unplanned care needs. Part of this phase of work will include considering the costs and benefits of introducing a three-digit number.

Officials in the Commissioning and System Management Directorate are leading this project and working with others in the Department and stakeholders including from strategic health authorities (SHAs), primary care trusts, ambulance trusts, out of hours providers, clinicians and NHS Direct. Officials will be exploring with SHAs their plans for implementing a three-digit number to inform options development. Further details from this phase of work will be set out in the autumn.

Title: Re: Parliamentary update
Post by Dave on Oct 18th, 2008 at 3:33am
House of Commons Hansard Written Answers for 10 Sep 2008 (pt 0026)
Department of Health

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080910/text/80910w0026.htm#08091018000100

10 Sep 2008 : Column 1894W

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Health what (a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public are in use by (i) his Department and (ii) agencies which report to his Department. [200127]

Mr. Bradshaw: The Department runs or supports the following lines, using the (a) 0800, (b) 0845 telephone numbers for the public. This corrects the information given in written answers to the hon. Member for Falmouth and Camborne (Julia Goldsworthy) on 17 December 2007, Official Report, column 1206W, and to the hon. Member for Wolverhampton, South-West (Rob Marris) on 28 January 2008, Official Report, columns 109-10W.

10 Sep 2008 : Column 1895W

Asian Tobacco Helpline 08001690881
Asian Tobacco Helpline 08001690882
Asian Tobacco Helpline 08001690883
Asian Tobacco Helpline 08001690884
Asian Tobacco Helpline 08001690885
Asian Tobacco Helpline 08001690886
British Heart Foundation (Tobacco) 08001691900
Drinkline 08009178282
Drinkline 08006781110
Drinkline 08007076336
Drinkline 08008766622
Drinkline 08008766776
Drinkline 08008766778
FRANK 0800776600
FRANK Minicom 08009178765
Hepatitis C Line 08000850859
Hepatitis C Line 0800451451
DDSHL Helpline 2007 08000121636
DDSHL Helpline 2007 08000121737
Pregnancy Smoking Helpline 08001699169
Sexual Health Line 0800567123
Sexual Health Line Minicom 0800521361
Sexwise 0800282930
Smoking Helpline 08001690169
Smoking Helpline 08009176699
Smoking Helpline 08000327252
Smoking Helpline 08001691236
Smoking Helpline 0800884411
Smoking Helpline 08001695262
Smoking Helpline 08005975976
Smoking Helpline 08001691697
Smoking Helpline 08000665623
Smoking Helpline 08000665552
Smoking Helpline Minicom 08001690171
Smoking Helpline 08001690256
Smoking Helpline 08005975976
Smoking Helpline 08000665552
Smoking Helpline 08000665598
Smoking Helpline 08001691236
Smoking Helpline 08000327252
Smoking Helpline 08000854413
Smoking Helpline 08000854489
Smoking Helpline 08000854564
Smoking Helpline 08000121551
Smoking Helpline 08000121612
Smoking Helpline 08000855076
Smoking Helpline 08000854332
Smoking Helpline 08000855052
EHIC Order Line 08456050707
EHIC enquiry line 08456062030
Healthy Start 08456076823
Healthy Start Minicom 08456017698
Social Work and Care Careers Recruitment Line 08456046404
Social Work and Care Careers Recruitment Minicom 08456016121

The Department ran the following non-revenue generating lines, using (c) 0870 numbers. While they were mainly for the use of national health service and social services professionals, there was some use by the public. Since May 2008, these services have been available via 0300 numbers but the 0870 numbers need to be maintained until the end of March 2009 to allow for the transition.

DH Publication Orderline 08701 555 455
DH Publication Orderline minicom 08700 102 870

10 Sep 2008 : Column 1896W

(a) 0800, (b) 0845 and (c) 0870 telephone numbers for the public administered by (ii) agencies which report to the Department.

The Department’s Executive agencies, the Medicines and Healthcare products Regulatory Agency and the NHS Purchasing and Supply Agency have no 0800, 0845 or 0870 numbers for use by the public.

The Department has 25 arms length bodies and a number of national programmes e.g. NHS Employers. Information about telephone services for these bodies is not held centrally and cannot be provided except at disproportionate cost.


House of Commons Hansard Written Answers for 10 Sep 2008 (pt 0037)
Work and Pensions

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080910/text/80910w0037.htm#0809111000014

10 Sep 2008 : Column 1944W

Child Benefit: Telephone Services

Jenny Willott: To ask the Secretary of State for Work and Pensions how much revenue the Child Benefit Helpline has generated in each of the last five years; and if he will make a statement. [223432]

Jane Kennedy: I have been asked to reply.

I would refer the hon. Member to the answer I gave on 6 July 2008, Official Report, column 827W.

Jenny Willott: To ask the Secretary of State for Work and Pensions how many and what proportion of callers to the Child Benefit Helpline whose call was logged with the promise of a call back within 24 hours received a call back in each of the last five years; and if he will make a statement. [223433]

Jane Kennedy: I have been asked to reply.

The information requested is not available.


House of Commons Hansard Written Answers for 17 Sep 2008 (pt 0003)
Department of Health

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080917/text/80917w0003.htm#0809176000034

17 Sep 2008 : Column 2210W

NHS Direct

Jeremy Wright: To ask the Secretary of State for Health what the average cost to his Department is of a telephone call to the NHS Direct line, including the cost of staffing and other overheads. [223422]

Mr. Bradshaw: The average cost of a telephone call to NHS Direct was £15.35 for 2007-08.

The figure is based on an average cost of all calls to NHS Direct, including calls to the 0845 4647 number, the Appointments Line and other services.

Title: Re: Parliamentary update
Post by Dave on Oct 18th, 2008 at 3:35am
House of Commons Hansard Written Answers for 14 Oct 2008 (pt 0005)
Department for Transport

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081014/text/81014w0005.htm#08101471000023

14 Oct 2008 : Column 1038W

Departmental Telephone Services

Colin Challen: To ask the Secretary of State for Transport what agencies or units for which his Department is responsible require the public to make telephone calls to them on numbers which charge more than the national call rate; and how much income each such agency derived from such charges in each of the last three years. [225639]

Mr. Hoon: The information requested is as follows, for the last three financial years and rounded:
2005-06 (£000) 2006-07 (£000) 2007-08 (£000) Comments
DfT (Central) 0 0 0 Had a 0845 line for a short period in 2007-08, generating no income
DVLA 2,424 2,894 3,382 DVLA operates as a Trading Fund and income from 0870 lines supports the cost of the call centre and services.
DSA 693.2 623.3 672.0 0870 numbers are being replaced with low rate 0300 ones from 31 October 2008.
VOSA 63.4 72.4 78.6 Replaced with a new low rate 0300 number from 1 September 2008.
VCA 0 0 0 Has one 0844 line, generating no income
HA 0 0 0 Calls to the 0845 HA Information Line are charged at a local rate.
MCA 0 0 0 Has one 0870 line which generates no income
GCDA 0 0 0 Has no premium rate lines

~~~~~~~~~~

Mr Hoon makes the claim that the 0845 number for the Highways Agency is somehow charged at "a local rate". He creates the pretence that there can somehow be more than one "local rate".


House of Commons Hansard Written Answers for 14 Oct 2008 (pt 0023)
Department for Children, Schools and Families

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081014/text/81014w0023.htm#081014100000062

14 Oct 2008 : Column 1117W

Departmental Telephone Services

Colin Challen: To ask the Secretary of State for Children, Schools and Families what agencies or units for which his Department is responsible require the public to make telephone calls to them on numbers which charge more than the national call rate; and how much income each such agency has derived from such charges in each of the last three years. [225718]

Sarah McCarthy-Fry: The information is as follows:

(a) The DCSF general inquiry line uses an 0870 number to provide a standard call rate for members of the public irrespective of where they live in the country. The Department does not receive any income from the use of an 0870 number.

(b) The Department also contracts with suppliers to provide helpline services to the public, usually in support of information campaigns.

The Sexwise inquiry number is an 0800 number and is therefore free from landlines. The Affordable Childcare Campaign Helpline is also a free 0800 number. Calls to this number are diverted to local family information services in each local authority. The transfers are also cost free to callers.

As with all 0800 numbers, some mobile network charges may apply.

(c) The Department does not have any agencies.

(d) We do not hold costs for our non-departmental public bodies.

~~~~~~~~~~

Remember, Ms McCarthy-Fry provides a 0845 number for contacting her constituency office which she had previously described as "local rate". She now gives both the geographical and 0845 numbers. See the thread on her here.


House of Commons Hansard Written Answers for 14 Oct 2008 (pt 0036)
Department of Health

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081014/text/81014w0036.htm#0810158000014

14 Oct 2008 : Column 1168W

Departmental Telephone Services

Colin Challen: To ask the Secretary of State for Health what agencies or units for which his Department is responsible require the public to make telephone calls to them on numbers which charge more than the national call rate; and how much income each such agency has derived from such charges in each of the last three years. [225746]

Mr. Bradshaw [holding answer 9 October 2008]: The Department's Executive agencies, the Medicines and Healthcare products Regulatory Agency and the NHS Purchasing and Supply Agency have no 0845 or 0870 numbers for use by the public.

The Department has 24 arms length bodies, including the Executive agencies, and a number of national programmes e.g. NHS Employers. Local national health service organisations and general practitioner practices may have their own telephone numbers for the public. Information about telephone services for the public provided by these bodies is not held centrally and cannot be provided except at disproportionate cost.

Title: Re: Parliamentary update
Post by Dave on Oct 18th, 2008 at 4:07am
House of Commons Hansard Debates for 16 Oct 2008 (pts 0013-0019)

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081016/debtext/81016-0013.htm#08101662000004

Primary Care

[…]

16 Oct 2008 : Column 980

Dr. Howard Stoate (Dartford) (Lab): In some parts of the country there is still access to GP surgeries via 0844 numbers, and I consider that to be an unfair tax on those patients who have to pay a higher charge to get through to their GP—and where the GP effectively revenue-shares with the phone company, perhaps through how they pay for the phone system. This practice damages access, and I would like to learn what the Government might do to stop it, as it disadvantages patients, particularly in poorer areas.

Mr. Bradshaw: I can reassure my hon. Friend that we are looking closely at this. We have repeated on a number of occasions that the public should not be charged more than the cost of a local call for contacting their GP surgery. Some surgeries have introduced these more expensive phone systems, but we are looking at whether we can introduce a system where that would not be the case without disadvantaging surgeries.

[…]

16 Oct 2008 : Column 1011

Dr. Stoate: […] I should like to take issue with my GP colleagues, but not only with them. There is variable quality, and some of it is down to GP practice; sometimes GP practices could, should and must do better. I intervened on the Minister to draw attention to the problem of 0844 numbers, which is an example of where GPs have not been very friendly to their patients. He needs to look at that. It is obvious to me that some GPs could and should do more, and I believe that with a bit of incentive they probably will be able to sort that out. The fact is, however, that we have allowed the variability to continue for too long.

Mike Penning (Hemel Hempstead) (Con): The hon. Gentleman is very generous in giving way. The undertaking that he is asking for from the Government, and particularly from the Minister, to abolish the use of 0844 numbers was given by the Under-Secretary of State for International Development, the hon. Member for Bury, South (Mr. Lewis), some time ago, when he was a Health Minister, and nothing has happened.

Dr. Stoate: I accept that. I also accept the Minister’s assurance that the matter is being looked into by the Government. I await, as does the hon. Gentleman, the outcome of the Government’s deliberations, and I hope that this will be sorted out quickly. I think I have explained why there is so much variability, why practices have such different approaches, and why some provide services that are not up to the standard that we would like to see, whereas others motor ahead and produce everything that the Government want.

[…]

16 Oct 2008 : Column 1020

Mike Penning (Hemel Hempstead) (Con): […] However, I must first highlight something. If Ministers come before the House and make commitments to Members and to the country that they will address certain matters, the public have the right to expect that to happen. Therefore, given that the former Health Minister, the Under-Secretary of State for International

16 Oct 2008 : Column 1021

Development, the hon. Member for Bury, South (Mr. Lewis), came to this House and promised he would address the 0844 number issue—which is leading to our constituents being ripped off when they phone their GP surgeries—and that that practice would stop, it is astonishing and unbelievable that, in this later debate, Labour and Opposition Members have highlighted the problem of patients still paying these charges.

[…]

Title: Re: Parliamentary update
Post by Dave on Oct 27th, 2008 at 12:48pm
House of Commons Written Hansard Written Answers for 20 Oct 2008 (pt 0034)
Department of Work and Pensions

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081020/text/81020w0034.htm#08102044000102

20 Oct 2008 : Column 143W

Departmental Telephone Services

Colin Challen: To ask the Secretary of State for Work and Pensions what agencies or units for which his Department is responsible require the public to make telephone calls to them on numbers which charge more than the national call rate; and how much income each such agency derived from such charges in each of the last three years. [225710]

20 Oct 2008 : Column 144W

Jonathan Shaw: The main telephone numbers used by the Department for Work and Pensions are 0800 and 0845. The use of these 08 numbers allows the Department opportunities to reduce customer confusion by minimising the volume of contact numbers advertised to the extent the Department can control this to offer free calls or low cost calls to the majority of our customers.

For 0800 numbers, which are typically provided for our claim lines, the call is free for customers who use BT landline or public call box facilities. BT remains the service provider with the largest market share. Many other landline service providers do not charge for these calls, but this cannot be guaranteed by the Department as the contract is between the customer and his service provider and can be subject to change. Customers contacting us by their personal mobiles will be alerted that charges will apply if they proceed with the call and if the customer advises us that they are concerned about these charges we will call them back. Again the Department cannot control the charges made by mobile service providers.

For 0845 numbers BT customers pay a charge which is broadly the same as national call rates. Other service provider charges will vary and may be higher. Calls from mobiles are likely to be higher and again the Department will call customers back if they are concerned about the charges.

The Department is currently conducting a review of the issues associated with its numbers and the charges that apply to customers. However it recognises that the telecom market is constantly changing and any change the Department makes need to be sustainable.

The Department no longer receives any income from its use of telephone numbers used to access its services. Prior to December 2007 the Department did receive a rebate of £500,000 per annum on 0845 calls and this was used to help provide free call services for customers.

Title: Re: Parliamentary update
Post by Dave on Oct 27th, 2008 at 12:52pm
House of Commons Written Hansard Written Answers for 21 Oct 2008 (pt 0033)
Department of Health

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081021/text/81021w0033.htm#08102160000093

21 Oct 2008 : Column 313W

NHS Direct: Operating Costs

Norman Lamb: To ask the Secretary of State for Health what the average cost to the public purse of a telephone call to NHS Direct was in each year since the service was established; and how many calls were made to NHS Direct in each such year. [228109]

Mr. Bradshaw: The information requested is available from 2004-05 onwards, when NHS Direct was established as a national service. The information is available in the following table.

21 Oct 2008 : Column 314W
Total calls to the 0845 4647 service answered ( Thousand ) Cost per call (£)
2004-05 5,368 22.61
2005-06 5,521 25.54
2006-07 5,009 25.49
2007-08 4,858 25.53

Title: Re: Parliamentary update
Post by Dave on Oct 30th, 2008 at 9:35pm
House of Commons Hansard Written Answers for 27 Oct 2008 (pt 0023)
Department of Work and Pensions

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081027/text/81027w0023.htm#08102749000022

27 Oct 2008 : Column 701W

Social Security Benefits: Telephone Services

Mr. Drew: To ask the Secretary of State for Work and Pensions (1) on what date the decision was made to charge clients for telephone calls to the 0845 number for the benefits delivery centre at St. Austell; and for what reason the decision was made; [227365]

(2) what revenue Jobcentre Plus has received from the operation of the 0845 number of the benefits delivery centre at St. Austell in each of the last three years; and how this revenue has been allocated. [227366]

Mr. McNulty: A holding reply was sent on 16 October 2008.

The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide the hon. Member with the information requested.

Letter from Lesley Strathie:

     The Secretary of State has asked me to reply to your questions asking on what date the decision was made to charge clients for telephone calls to the 0845 number for the benefits delivery centre at St Austell; and for what reason the decision was made and what revenue Jobcentre Plus has received from the operation of the 0845 number of the benefits delivery centre at St Austell in each of the last three years; and how this revenue has been allocated. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.

     In line with other DWP Contact Centres, the decision was made to move to 0845 numbers as Benefit Delivery Centres (BDCs) rolled out nationally. St Austell BDC started using 0845 numbers on 19 March 2007.

     Jobcentre Plus made a decision to use 0845 numbers as opposed to geographical prefix numbers as these numbers will, in the main, be cheaper than calling a national rate number. The 0845 prefix also enables us to provide better customer service by recording call statistics, providing a call queuing function and playing automated announcements providing customer information.

     The revenue received from 0845 numbers across the whole of DWP ceased in December 2007. We did not keep a breakdown of the revenue by business. The rebate from BT amounted to £0.5m per annum across DWP, some 0.007% of our annual budget and was used by DWP to re-invest in services.

Title: Re: Parliamentary update
Post by mikeinnc on Oct 31st, 2008 at 1:51am

Quote:
Jobcentre Plus made a decision to use 0845 numbers as opposed to geographical prefix numbers as these numbers will, in the main, be cheaper than calling a national rate number.


...and how much does this numpty, Lesley Strathie, earn per annum?  >:(

Title: Re: Parliamentary update
Post by Dave on Oct 31st, 2008 at 4:05am

mikeinnc wrote on Oct 31st, 2008 at 1:51am:

Quote:
Jobcentre Plus made a decision to use 0845 numbers as opposed to geographical prefix numbers as these numbers will, in the main, be cheaper than calling a national rate number.


...and how much does this numpty, Lesley Strathie, earn per annum?  >:(

Indeed.

An 0845 number costs five times the cost of a geographical or "national" number to terminate, so how exactly does she expect that telephone call retailers will charge the former less than the latter? ::) ::)

Title: Re: Parliamentary update
Post by kk on Oct 31st, 2008 at 2:09pm
I have made a complaint to the Speaker about the untrue statement and sent a copy of the letter to Mr Drew PM.

I will post the reply.

Title: Re: Parliamentary update
Post by NGMsGhost on Nov 3rd, 2008 at 3:58am

mikeinnc wrote on Oct 31st, 2008 at 1:51am:
...and how much does this numpty, Lesley Strathie, earn per annum?  >:(


Probably less than she will now be earning in her new role as chief instigator of mayhem at HMRC.

See www.dofonline.co.uk/economy/new-chief-executive-at-hm-revenue--customs-100813.html

So no hope of HMRC replacing its plethora of 0845 numbers with 03 numbers any time soon it would appear. :o >:( [smiley=thumbdown.gif] [smiley=thumbdown.gif] [smiley=thumbdown.gif]

Title: Re: Parliamentary update
Post by Dave on Nov 4th, 2008 at 9:37pm
House of Commons
Wednesday 29 October 2008
Notices of Motions for which no days have been fixed
(‘Early Day Motions’)

http://www.publications.parliament.uk/pa/cm/cmedm/81029e01.htm

* The figure following this symbol is the total number of Members' names submitted in support of the Motion, including names printed for the first time in this paper.

930      PUBLIC BODY TELEPHONE CHARGES      18:2:08
     Mr Angus MacNeil
     Andrew George
     Bob Spink
     Bob Russell
     Peter Bottomley
     Mr Martin Caton
                             * 48
     John Mason

        That this House notes with concern that people on low incomes are having to pay up to 40 pence a minute to call public bodies, including the Department for Work and Pensions where, for example, a 15 minute call to the Benefit Enquiry Line can cost £6.00 if made from a mobile telephone or through a cable company; welcomes Ofcom guidance which recommends the use of normal geographical numbers alongside 08 numbers; and encourages all public bodies to use 03 numbers which cost the same as local calls.

Title: Re: Parliamentary update
Post by NGMsGhost on Nov 4th, 2008 at 9:54pm

Dave wrote on Nov 4th, 2008 at 9:37pm:
House of Commons
Wednesday 29 October 2008
Notices of Motions for which no days have been fixed
(‘Early Day Motions’)

http://www.publications.parliament.uk/pa/cm/cmedm/81029e01.htm

* The figure following this symbol is the total number of Members' names submitted in support of the Motion, including names printed for the first time in this paper.

930      PUBLIC BODY TELEPHONE CHARGES      18:2:08
     Mr Angus MacNeil
     Andrew George
     Bob Spink
     Bob Russell
     Peter Bottomley
     Mr Martin Caton
                             * 48
     John Mason

        That this House notes with concern that people on low incomes are having to pay up to 40 pence a minute to call public bodies, including the Department for Work and Pensions where, for example, a 15 minute call to the Benefit Enquiry Line can cost £6.00 if made from a mobile telephone or through a cable company; welcomes Ofcom guidance which recommends the use of normal geographical numbers alongside 08 numbers; and encourages all public bodies to use 03 numbers which cost the same as local calls.

A new Early Day Motion but many of the same old MP names I see.

Meanwhille the Office of Fair Trading continues to use 0845 for all its public contact telephone numbers.  If they won't use 03 then what hope is there that any other governmental organisation or agency is likely to do so? >:( >:( >:(

Title: Re: Parliamentary update
Post by SilentCallsVictim on Nov 4th, 2008 at 10:07pm

NGMsGhost wrote on Nov 4th, 2008 at 9:54pm:
A new Early Day Motion but many of the same old MP names I see.

There will be little opportunity for this EDM to gather more support before it falls at the end of the current session. Members may wish to make representations to those who instigated this EDM for something similar to be tabled for the new session which begins next month.

Title: Re: Parliamentary update
Post by NGMsGhost on Nov 4th, 2008 at 10:22pm

SilentCallsVictim wrote on Nov 4th, 2008 at 10:07pm:
There will be little opportunity for this EDM to gather more support before it falls at the end of the current session. Members may wish to make representations to those who instigated this EDM for something similar to be tabled for the new session which begins next month.


Peter Bottomley seems to be the most consistent supporter of this issue on the EDM front and I am sure would be willing to table another motion.

However I think something more directly targetted at government department failure to follow COI recommendations and specifically condeming the OFT's inappropriate use of 0845 numbers would not go amiss.

The recent answers of certain government departments to Parliamentary Questions still maintaining 0845 is lo-call or local rate have been utterly beyond belief. :o >:( :'(

Title: Re: Parliamentary update
Post by jrawle on Nov 5th, 2008 at 10:42am
The EDM does confuse the issue slightly by saying,
"...to use 03 numbers which cost the same as local calls. "

While technically correct, as local and national calls simply cost the same now, it adds possibility of confusion with "lo-call", 0845, or there being a different price for local and national calls.

Title: Re: Parliamentary update
Post by kk on Nov 5th, 2008 at 12:40pm
Above (post 337) I said I would post the reply from the Speaker.  Today I received a reply, the essence of the reply was:

“ ...  The Speaker is the servant of the House and can only operate within the powers which the House has granted him   These do not include the authority to require Ministers to give proper answers to questions. ....”

Title: Re: Parliamentary update
Post by Dave on Nov 5th, 2008 at 2:18pm

NGMsGhost wrote on Nov 4th, 2008 at 9:54pm:
A new Early Day Motion but many of the same old MP names I see.

Sorry, this is an update of a previous one:  :-[url]http://edmi.parliament.uk/EDMi/EDMDetails.aspx?EDMID=35111&SESSION=891[/url]

Title: Re: Parliamentary update
Post by Dave on Nov 5th, 2008 at 3:08pm
House of Commons Hansard Written Answers for 03 Nov 2008 (pt 0020)
Department of Health

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081103/text/81103w0020.htm#08110347000020

3 Nov 2008 : Column 83W

General Practitioners: Telephone Services

Paul Rowen: To ask the Secretary of State for Health what assessment he has made of the likely effects of introducing 0344 numbers for GP surgeries. [231143]

Mr. Bradshaw: The Department is currently gathering evidence on the use of 0844 numbers in general practice and will consider what further action is necessary in light of that evidence.

As part of the information gathering evidence, the Department will consider the merits of the 03 number range. This exercise has not yet concluded.

Title: Re: Parliamentary update
Post by NGMsGhost on Nov 5th, 2008 at 4:52pm

kk wrote on Nov 5th, 2008 at 12:40pm:
Above (post 337) I said I would post the reply from the Speaker.  Today I received a reply, the essence of the reply was:

“ ...  The Speaker is the servant of the House and can only operate within the powers which the House has granted him   These do not include the authority to require Ministers to give proper answers to questions. ....”

kk,

The Parliamentary and Health Service Ombudsman should have the necessary powers to investigate and take any required action over this matter.

You may need to complain to the department and its Minister first and then if they refuse to correct the matter you can go to the Ombudsman.  Contact the Ombudsman by phone or email and they will advise you of the correct procedure to take.

They have promised to get an 03 number themselves but are still listing an 0845 number on their website at present.  This website already has an alternative for them though.[smiley=thumbsup.gif]

Title: Re: Parliamentary update
Post by Dave on Nov 8th, 2008 at 10:36pm
http://www.publications.parliament.uk/pa/cm200708/cmselect/cmpubacc/uc1155-i/uc115502.htm

UNCORRECTED TRANSCRIPT OF ORAL EVIDENCE To be published as HC 1155-i

House of COMMONS

MINUTES OF EVIDENCE

TAKEN BEFORE

THE COMMITTEE OF PUBLIC ACCOUNTS

Wednesday 29 October 2008

DEPARTMENT FOR WORK AND PENSIONS: HANDLING CUSTOMER COMPLAINTS

DEPARTMENT FOR WORK AND PENSIONS

SIR LEIGH LEWIS KCB, MR TERRY MORAN

JOBCENTRE PLUS

MS LESLEY STRATHIE

Evidence heard in Public Questions 1-67

[…]

Q48 Mr Davidson: The final point I want to raise is the question of mobile phones which is flagged up specifically here in paragraphs 2.16, 2.17 and then the box and that is very helpful; the additional cost that there is, particularly for pay-as-you-go mobile phones. That has been a source of complaint to me by a number of my constituents. Is there not some way in which you can address this? It mentions here that you can ring people back, but it does not seem to happen to the extent that it should. People come to me and say they cannot afford to phone you or they phone up to speak to you and they end up being left hanging on or passed from one person to another and eventually they just have to give up. That is not making the service accessible and it is a cause for complaint even though most of those people do not go on to complain formally.

Sir Leigh Lewis: It is an important issue right across the Department. This is terribly frustrating for us because we want in many circumstances to offer a freephone service, which is the 0800 number but we cannot do that because mobile operators do not in effect provide that service, nor do some landline operators other than BT. Our standing instructions are that if anyone asks us to call back then we call back. We are going further than that. We are going to experiment in one of our districts with an automatic call-back system in which we will automatically ask whether they would like us to call them back and see what the impact of that is for both customers and us.

Q49 Mr Davidson: A lot of government services promise to phone people back and then do not: "Oh, yes, we'll phone you back" is taken as "Go away, we don't want to hear from you again". It is a question of how you build that trust.

Sir Leigh Lewis: Yes, I should like to think that really does not happen. I am sure the truth is that there must be instances where it does, but when a customer asks us to ring them back because they are worried about the cost of the phone call they are making, our instructions are absolutely clear that the answer is yes and we call them back.

Q50 Mr Mitchell: First of all an apology to Lesley Strathie. I laughed when the Chairman congratulated you on your promotion because I thought perhaps I should be commiserating on your transfer to a bed of nails, so my apologies for that reaction. May I say right at the start that I have been impressed by the efforts of the Humberside management and the Grimsby Jobcentre Plus management to keep me up to date with what is developing and to show me the changes in the service, which is enormously improved. It will never be a pleasant experience, but it is a better experience than it has ever been in the past so that is very impressive. To pursue Ian Davidson's point about telephone calls, it is unfortunate that if you are ringing from a mobile phone to the 0845 or the 0800 number you are charged between 10 and 45 pence per minute. This is pretty monstrous. A lot of the people you are dealing with do not have a mobile phone and they have to get on the phone to arrange an appointment. I am getting complaints from CAB and from the shelter for the homeless that they are having to provide phones for people to ring the Jobcentre, which seems unreasonable. Others are ringing from phone boxes and having to wait around, blocking the phone box, waiting for someone to ring back, which they often do not do. Could this not be dealt with more effectively?

Sir Leigh Lewis: The first thing to say is that we share your frustration actually because we want to be able to provide a free telephone service for our customers in many circumstances to ring us and we are frustrated that the telecom system as it operates does not easily allow us to do that. That is why we are piloting an automatic call-back operation in which we will say automatically "Can we call you back?". We want to know whether that is something our customers want and it is not cost free for us of course; calling back to a mobile number from one of our lines also is a costly experience. We need to find out what the underlying facts of this are.

Continued

Title: Re: Parliamentary update
Post by Dave on Nov 8th, 2008 at 10:37pm
Continued

[…]

Q65 Mr Bacon: May I briefly return to this question of mobile phones? For people in this position, being able to pay the electricity bill or afford the travel pass for the bus or make the phone calls it can be really difficult; it really can be very marginal and sometimes terrifying not to have enough money to be able to do these things and deeply frustrating. You say you are frustrated. The mobile phone companies only operate because they use spectrum licensed to them; it is owned by the public for which they have to pay but they are regulated. It would not be a work of genius for you to say to your colleagues in BERR that it would be a good idea to bring forward some minor modifications in the form of statutory instruments or perhaps other legislation to indicate to the mobile phone companies that their policy of not offering this service is not good enough and they should be required to change it. I would be surprised if that were not possible within the current regulatory framework within Ofcom. Somebody behind you is nodding which is always a good sign; at least I think it is. Why do you not do that to end your own frustration never mind that of these poor people who cannot get through to you?

Sir Leigh Lewis: I am tempted to say that you know who is nodding and I do not. May I just say that this of course is not my Department's direct responsibility?

Q66 Mr Bacon: But you do talk; permanent secretaries meet once a week.

Sir Leigh Lewis: We do, of course. May I simply say that our wish that it were easier for customers, whether they were using a land line or a mobile, to speak to us without having to pay is known within Government?

[…]

Title: Re: Parliamentary update
Post by Dave on Nov 9th, 2008 at 11:04am
The above transcript of the Public Accounts Committee makes reference to the report by the National Audit Office:


Quote:
Q48 Mr Davidson: The final point I want to raise is the question of mobile phones which is flagged up specifically here in paragraphs 2.16, 2.17 and then the box and that is very helpful; the additional cost that there is, particularly for pay-as-you-go mobile phones. […]



http://www.nao.org.uk/publications/nao_reports/07-08/0708995.pdf

Department for Work and Pensions
Handling Customer Complaints
REPORT BY THE COMPTROLLER AND AUDITOR GENERAL | HC 995 Session 2007-2008 | 23 July 2008


From page 16 of that report:

2.16 There may also be some practical barriers to making a complaint; for example the cost of making a complaint as shown in Box 3. The Pension Service indicates in its Tell us how to improve our services leaflet that the maximum call charge from BT landlines to its 0845 number will be three pence per minute although calls from mobile phones, cable or other network providers may be different.
Customers should be offered the option to be called back if they choose but it is not possible to determine how many are so advised or how many take up this service.

2.17 There is currently no facility for customers to contact the Agencies using text messaging. Such a facility might help to limit the costs to customers as text messages are often cheaper and have a fixed cost. Text messaging would enable customers to leave their details for the Agencies to return calls, thereby absorbing the costs. Text messaging might also benefit customers who are hard of hearing.

BOX 3

The cost of calling to complain may be a barrier for some customers
Much of the Department’s business is now conducted over the telephone. When customers make a complaint over the telephone they are likely to incur a call charge.

The Social Security Advisory Committee has reported on call costs and the equality of access to the Department’s services. It points out that although the Agencies largely have 0845 or 0800 numbers, which are cheaper or free from landlines, these numbers can be costly to call from mobile phones. The cost per minute tends to be highest on pay-as-you-go mobile phones, which are more likely to be used by customers from low income groups, than contract mobile phones. The Committee found that calls to 0845 and 0800 numbers from mobile phones ranged from 10 to 40 pence per minute.

Source: Social Security Advisory Committee

Title: Re: Parliamentary update
Post by Dave on Nov 19th, 2008 at 3:50pm
House of Commons Hansard Written Answers for 17 Nov 2008 (pt 0016)
Department of Work and Pensions

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081117/text/81117w0016.htm#0811183000007

17 Nov 2008 : Column 70W

Departmental Telephone Services

Paul Rowen: To ask the Secretary of State for Work and Pensions whether his Department has considered changing its 084 telephone advice lines to 03 numbers; and if he will make a statement. [236167]

Jonathan Shaw: Our ambition is to provide our customers with straight forward and low cost access to our services, and our approach to the use of telephony numbers is based on that principle.

We have considered whether it would be better for our customers to switch to the use of 03xx but we believe that the use of 0800 and 0845 continues to provide the solution which is, on balance, most advantageous to our customers as a whole.



House of Commons Hansard Written Answers for 17 Nov 2008 (pt 0050)
Department of Health

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081117/text/81117w0050.htm#08111824000029

17 Nov 2008 : Column 219W

NHS: Telephone Numbering

Paul Rowen: To ask the Secretary of State for Health how much revenue the national health service received from the use of revenue sharing telephone numbers in each of the last five years. [236297]

Mr. Bradshaw: This information is not held centrally.

Title: Re: Parliamentary update
Post by NGMsGhost on Nov 22nd, 2008 at 9:37am

Dave wrote on Nov 19th, 2008 at 3:50pm:
We have considered whether it would be better for our customers to switch to the use of 03xx but we believe that the use of 0800 and 0845 continues to provide the solution which is, on balance, most advantageous to our customers as a whole.


And who do they consider to be their main customer?  It would appear they consider it to be HM Treasury. ;) :o [smiley=thumbdown.gif]
:'(

Title: Re: Parliamentary update
Post by Dave on Nov 22nd, 2008 at 8:30pm
House of Commons Hansard Written Answers for 20 Nov 2008 (pt 0004)
Department for Transport

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081120/text/81120w0004.htm#08112059000062

20 Nov 2008 : Column 679W

Driver and Vehicle Licensing Agency: Telephone Services

Paul Rowen: To ask the Secretary of State for Transport how much revenue the Driver and Vehicle Licensing Agency has received from the use of revenue sharing phone numbers in each of the last five years. [236192]

Jim Fitzpatrick [holding answer 17 November 2008]: The Driver and Vehicle Licensing Agency has received the following amounts from its use of revenue sharing phone numbers for each of the last five years.
    £
2007-08 3,381,649
2006-07 2,894,284
2005-06 2,423,517
2004-05 1,945,131
2003-04 874,965

The aforementioned figures include revenue from premium rate services provided for business rather than the public, as well as revenue from use of 0870 numbers.

DVLA are committed to following OFCOM advice on moving from 0870 numbers to 0300 numbers. This process is already under way but cannot be completed until OFCOM publishes its new guidance on the issue.



House of Commons Hansard Written Answers for 20 Nov 2008 (pt 0016)
Foreign and Commonwealth Office

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081120/text/81120w0016.htm#08112075000088

20 Nov 2008 : Column 747W

Departmental Telephone Services

Colin Challen: To ask the Secretary of State for Foreign and Commonwealth Affairs what agencies or units for which his Department is responsible require the public to make telephone calls to them on numbers which charge more than the national call rate; and how much income each such agency has derived from such charges in each of the last three years. [225709]

Gillian Merron: No telephone numbers, in use by the Foreign and Commonwealth Office (FCO) or its agencies, require the public to make telephone calls which charge more than the national rate.

A contractor, on behalf of the FCO's consular directorate, maintains one local rate number (0845) in use for the public to obtain travel advice. This service supplies all travel advice offered by the FCO and is primarily aimed at people calling from the UK, but is contactable from certain countries outside of the UK. No income is derived from this number.



Questions for Oral or Written Answer beginning on Thursday 13 November 2008

http://www.publications.parliament.uk/pa/cm200708/cmordbk2/81113o02.htm

Questions for Written Answer

Notices given on Tuesday 11 November

8
N      Paul Rowen (Rochdale): To ask the Chancellor of the Duchy of Lancaster, what steps the Contact Council plans to take on replacing revenue sharing phone numbers with 03 numbers; and if he will make a statement.
(236197)

Title: Re: Parliamentary update
Post by Dave on Dec 2nd, 2008 at 7:46pm
House of Commons Hansard Written Answers for 07 Jan 2008 (pt 0028)
Department of Justice

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080107/text/80107w0028.htm#08010823000018

7 Jan 2008 : Column 144W

Departmental Telephone Services

Julia Goldsworthy: To ask the Secretary of State for Justice which telephone contact centres are the responsibility of his Department; what mechanisms are in place to monitor their effectiveness; and how many people have been employed in each of those centres in each year since they were established. [166525]

Maria Eagle: The Ministry of Justice funds the following helpline and telephone contact centres, listed in the table, with staffing figures for the last two years:

7 Jan 2008 : Column 145W

7 Jan 2008 : Column 146W

[Follow link above for table]

In addition to these, the Department will be funding the Prisoners’ Families Helpline for 2008-09 and also plans to launch the Mubarak Trust Helpline as a pilot scheme in Feltham next year.

There are a variety of mechanisms in place across the Department with which Ministers monitor the telephone contact centres’ effectiveness. For example, CLA is operated by the Legal Services Commission which is established by the Access to Justice Act 1999. Others are operated by their policy teams under service level agreements.

We are currently surveying high level information on helplines funded by all Government Departments (as a distinct subset of contact centres), for the purpose of exploring the scope for greater co-ordination. We intend to publish aggregate information on the data collated and analysed in spring 2008.

Julia Goldsworthy: To ask the Secretary of State for Justice what information his Department collects and monitors in relation to the telephone contact centres for which his Department is responsible. [166526]

Maria Eagle: At present, my Department collects a wide variety of information on the telephone contact centres it funds for the purpose of monitoring performance. Further information is given in answer to another question from the hon. Member.

The Ministry of Justice has recently launched an online survey for all publicly funded helplines across Government. This collects high level information such as annual cost, funding, staff numbers and pay, opening hours and co-ordination with other helplines. All helplines funded by the Department have completed the survey.

The Contact Council is also collecting more detailed information from all contact centres, measuring their performance and effectiveness against 26 set indicators.

These initiatives will result in increased standardisation in the information collected to monitor performance of telephone contact centres.

Julia Goldsworthy: To ask the Secretary of State for Justice how much each telephone contact centre for which his Department is responsible has (a) cost and (b) generated in income in each financial year since their establishment. [166527]

Maria Eagle: The following table shows the cost of each helpline and telephone contact centre that the Ministry of Justice funds for the latest available years in each case:

[Follow link above for table]

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm080107/text/80107w0029.htm#column_146w

The National Debtline and NACRO are the only telephone contact centres that have a generated income. The following table shows these figures:

7 Jan 2008 : Column 147W
£
2005-06 2006-07
National Debtline 323,548 592,432
NACRO Resettlement Helpline (National Association for the Care and Resettlement of Offenders) 23,727 5,724

Title: Re: Parliamentary update
Post by Dave on Dec 2nd, 2008 at 7:47pm
House of Commons Hansard Written Answers for 11 Nov 2008 (pt 0036)
Department for Innovation, Universities and Skills

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081111/text/81111w0036.htm#081111102000050

11 Nov 2008 : Column 1104W

Student Loans Company: Telephone Services

Stephen Williams: To ask the Secretary of State for Innovation, Universities and Skills how many calls have been made to the Student Loan Company’s premium rate telephone line in each year since 2000; what the average duration of such calls was; what the revenue raised was; and if he will make a statement. [232404]

Mr. Lammy: The Student Loan Company has not operated any premium rate telephone lines since 2000.



House of Commons Hansard Debates for 24 Nov 2008 (pt 0003)

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081124/debtext/81124-0003.htm#0811246001019

24 Nov 2008 : Column 483

T2. [237988] Mr. Desmond Swayne (New Forest, West) (Con): Why has the Secretary of State chosen this particularly difficult time to hit the least financially sophisticated and our most vulnerable with his swingeing reduction in the time period over which pension credit can be backdated?

The Minister of State, Department for Work and Pensions (Ms Rosie Winterton): In actual fact, the changes regarding backdating fit into a general overall package that will mean that, from October this year, people will be able to find out their state pension entitlement, pension credit entitlement, council tax entitlement and housing benefit entitlement with just one telephone call.
24 Nov 2008 : Column 484
That is part of a package that has been generally welcomed by Age Concern and others. Overall, it will mean spending £250 million more in this area by 2050.

T5. [237991] Mary Creagh (Wakefield) (Lab): I wonder whether my right hon. Friend is aware of the website www.benefitshelpline.com, which is run by a company known as StealthNET, operating out of Great Yarmouth, and offers UK citizens benefit services for the price of £1.50 a minute on a premium rate call? Now that he is aware of this so-called service, will he take steps to ensure that legitimate UK Government paid-for services are privileged over this sort of thing on health search engines and internet search sites?

The Minister of State, Department for Work and Pensions (Mr. Tony McNulty): My hon. Friend has already raised this particular issue with the Department. We need to make it clear that the Department makes advice on benefits and a wide range of other entitlements easily accessible to everyone through a variety of channels, including information leaflets, telephone helplines, websites and intermediaries. The loudest message needs to be that anyone requiring help on any aspect of the DWP's work should go through those channels, not through premium line channels.


House of Commons Hansard Written Answers for 24 Nov 2008 (pt 0023)
Department of Health

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081124/text/81124w0023.htm#08112430000022

24 Nov 2008 : Column 919W

Health Services: Low Incomes

Mr. Leech: To ask the Secretary of State for Health what steps he has taken to ensure that the HC1 claim form can be downloaded from the internet. [236484]

Mr. Bradshaw: The Department has asked the prescription pricing division of the national health service business services authority to look at how the service for NHS low income scheme customers can be improved. Options being considered include on-line form completion and downloadable forms.

Mr. Leech: To ask the Secretary of State for Health what estimate he has made of the (a) change in cost to callers and (b) revenue generated for his Department as a result of changing the telephone number for ordering an HC1 form from an 0300 to an 0845 number. [236485]

Mr. Bradshaw: There has been no change in the cost to callers requesting an HC1 form as it has never been available from an 0300 number. HC1 forms are only available from the national health service forms order line on 0845 610 1112. No income is generated from incoming telephone calls to this number.

The prescription pricing division of the NHS business services authority is currently reviewing the relative costs and benefits of alternatives to the 0845 number currently in use.

Title: Re: Parliamentary update
Post by Dave on Dec 2nd, 2008 at 7:48pm
House of Commons Hansard Written Answers for 24 Nov 2008 (pt 0033)
Department for Work and Pensions

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081124/text/81124w0033.htm#0811256000005

24 Nov 2008 : Column 974W

Benefits Advice

14. Mary Creagh: To ask the Secretary of State for Work and Pensions if he will assess the effect on benefit claimants of private companies operating premium rate telephone lines claiming to offer benefits advice. [237975]

Mr. McNulty: The Department for Work and Pensions makes advice on benefits and a wide range of other entitlements easily accessible to everyone through a variety of channels including information leaflets, telephone helplines, websites, and through intermediary organisations working closely with us.

These sources of help and information are consistently promoted through the DWP website, phone books, in Jobcentres, Pension centres and by local authorities and through promotional campaigns.

Where people are seeking information on entitlements, they should turn to the relevant DWP Agency or trusted sources of information like Age Concern or the Citizen's Advice Bureau.

Other organisations promoting benefits advice services on a commercial basis are the responsibility of the service Regulator to monitor their operation and to take action where necessary to control them.



House of Commons Hansard Written Answers for 26 Nov 2008 (pt 0058)
Duchy of Lancaster

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081126/text/81126w0058.htm#0811283000041

26 Nov 2008 : Column 1740W

Telephone Services

Paul Rowen: To ask the Chancellor of the Duchy of Lancaster what steps the Contact Council plans to take on replacing revenue sharing phone numbers with 03 numbers; and if he will make a statement. [236197]

Mr. Watson: The use of non-geographic numbers is a matter for individual Departments. It is their responsibility to balance costs and the needs of their users and customers.

The Cabinet Office is working with Government Departments, local authorities and Ofcom, through the Contact Council, to develop guidelines for numbering policy in public sector delivery organisations, including the use of 03 numbers. These guidelines will be published in 2009.

Title: Re: Parliamentary update
Post by jimjim on Dec 3rd, 2008 at 3:48pm

Dave wrote on Dec 2nd, 2008 at 7:48pm:
House of Commons Hansard Written Answers for 26 Nov 2008 (pt 0058)
Duchy of Lancaster

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081126/text/81126w0058.htm#0811283000041

26 Nov 2008 : Column 1740W

Telephone Services

Paul Rowen: To ask the Chancellor of the Duchy of Lancaster what steps the Contact Council plans to take on replacing revenue sharing phone numbers with 03 numbers; and if he will make a statement. [236197]

Mr. Watson: The use of non-geographic numbers is a matter for individual Departments. It is their responsibility to balance costs and the needs of their users and customers.

The Cabinet Office is working with Government Departments, local authorities and Ofcom, through the Contact Council, to develop guidelines for numbering policy in public sector delivery organisations, including the use of 03 numbers. These guidelines will be published in 2009.


About December  09 should be about right, anything to drag things out..

Title: Re: Parliamentary update
Post by Dave on Dec 10th, 2008 at 10:06pm
House of Commons Hansard Written Answers for 09 Dec 2008 (pt 0007)
Department for Business, Enterprise & Regulatory Reform

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm081209/text/81209w0007.htm#08120963000005

9 Dec 2008 : Column 64W

Driver and Vehicle Licensing Agency: Telephone Services

Paul Rowen: To ask the Minister of State, Department for Business, Enterprise and Regulatory Reform with reference to the answer of 20 November 2008, Official Report, column 679W, on Driver and Vehicle Licensing Agency: telephone services, when he expects Ofcom's new guidance to be published. [241058]

Mr. McFadden: Ofcom does not currently have any plans to issue further guidance for public bodies on the use of 03 or any other number. I understand that Department for Transport is waiting for the conclusion of Ofcom's work on its proposals to make changes to charging arrangements for 0870 numbers. I understand that Ofcom is aiming to publish this policy statement by the end of this year.

Title: Re: Parliamentary update
Post by Dave on Dec 10th, 2008 at 10:14pm

Quote:
House of Commons Hansard Written Answers for 26 Nov 2008 (pt 0058)
Duchy of Lancaster

http://www.publications.parliament.uk/pa/cm200708/cmhansrd/cm081126/text/81126w0058.htm#0811283000041

26 Nov 2008 : Column 1740W

Telephone Services

Paul Rowen: To ask the Chancellor of the Duchy of Lancaster what steps the Contact Council plans to take on replacing revenue sharing phone numbers with 03 numbers; and if he will make a statement. [236197]

Mr. Watson: The use of non-geographic numbers is a matter for individual Departments. It is their responsibility to balance costs and the needs of their users and customers.

The Cabinet Office is working with Government Departments, local authorities and Ofcom, through the Contact Council, to develop guidelines for numbering policy in public sector delivery organisations, including the use of 03 numbers. These guidelines will be published in 2009.


Further to Mr Rowen's previous question, he has asked a further one:

http://www.publications.parliament.uk/pa/cm200809/cmordbk1/81208w01.htm


Quote:
412      Paul Rowen (Rochdale): To ask the Chancellor of the Duchy of Lancaster, what steps are being taken by the Contact Council in relation to public sector bodies that do not charge fees for the use of their services and which use revenue sharing 084x and 087x telephone numbers.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Dec 18th, 2008 at 2:37pm
In passing, I have just heard the topic of use of 0845, rather than 03. numbers by HMRC raised by Andrew Turner in the Christmas adjournment debate in the Commons. As this is an opportunity to raise any issue of concern to any member, there may well be others in this debate. A minister has to answer each one in summing up.

The forum is fortunate in having members who trawl Hansard from time to time to keep this thread up-to-date as a record. Anyone prepared to take on this task on a regular basis would earn my great thanks.

If I have the time I will fill in many recent references, including one on the floor of the house that I solicited and heard in person. If and when appropriate, I will edit this posting to remove these comments.

Title: Re: Parliamentary update
Post by Dave on Dec 19th, 2008 at 9:44pm
House of Commons Hansard Written Answers for 16 Dec 2008 (pt 0031)
Department of Health

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm081216/text/81216w0031.htm#08121714000051

16 Dec 2008 : Column 663W

Non-geographical Telephone Numbers

19. Rob Marris: To ask the Secretary of State for Health whether he plans to discontinue the use of 084 telephone numbers in the NHS. [243649]

Mr. Bradshaw: We am considering discontinuing the use of telephone numbers such as 084 in the NHS, where the cost to the patient of calling those numbers is greater than the cost of a local rate call. We therefore launched a public consultation today on this issue, which is due to run until 31 March 2009, and which will inform the Government's decision on the future use of such numbers in the NHS.



House of Commons Hansard Debates for 16 Dec 2008 (pt 0002)
Department of Health

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm081216/debtext/81216-0002.htm#08121646000508

NHS Dentistry

16 Dec 2008 : Column 949

Rob Marris (Wolverhampton, South-West) (Lab): Telephone services have an effect on access to NHS dentistry and to GPs. What is the NHS doing to cut back on the very regrettable but widespread use of 084 telephone numbers, which cost patients extra money? It is a scandal throughout Government, with thousands of 084 numbers being used, including a lot in the NHS. What are the Government going to do about that?

Ann Keen: I thank my hon. Friend for that topical point. We have announced and launched a public consultation today on this issue, which is due to run until 31 March 2009. It will inform the Government's decisions on the future of such numbers in the NHS. I certainly share my hon. Friend's concern about those actions, as do the ministerial team.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Dec 19th, 2008 at 11:06pm
The supplementary oral question from Rob Marris referred to as the second itme in the above posting was sneaked in to the Commons proceedings under the guise of being relevant to access to NHS Dentistry. This waqs done partly in the hope of giving other members a chance to ask further questions about the consultation process. As it happened those who caught the speaker's eye during the remainder of this session of questions had other more pressing or serious matters to raise.

At least it gave the issue a brief hearing on the floor of the house. A video recording of the incident is available here

Title: Re: Parliamentary update
Post by Dave on Dec 24th, 2008 at 11:29pm
House of Commons Hansard Debates for 18 Dec 2008 (pt 0012)
Christmas Adjournment

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm081218/debtext/81218-0012.htm#08121882000861

18 Dec 2008 : Column 1283

Mr. Andrew Turner (Isle of Wight) (Con): […] On a different issue, my constituent, Mr. Gower, is concerned that despite the availability of 03 telephone numbers, Her Majesty's Revenue and Customs continues to use 0845 numbers, which, as they are not available as part of package deals, typically cost the consumer more than local calls. A complaints manager at HMRC has confirmed that it is looking into alternatives to the 0845 system that would offer benefits to users. As long ago as June 2007, the consumers organisation Which? found widespread confusion about the prices of these non-geographic calls and recommended that they be replaced with 03 numbers. Will the Minister ensure that work on looking at alternatives to the current system is prioritised?

Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 1:42am
Questions for Oral or Written Answer
beginning on Tuesday 13 January 2009
(the 'Questions Book')

Part 1: Written Questions for Answer on
Tuesday 13 January 2009

Mr Graham Stuart (Beverley & Holderness): To ask the Minister of State, Department for Business, Enterprise and Regulatory Reform, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247335)

Mr Graham Stuart (Beverley & Holderness): To ask Mr Chancellor of the Exchequer, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247350)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Children, Schools and Families, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247336)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Communities and Local Government, what use (a) her Department and (b) service providers under contract to her Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration her Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if she will make a statement.
(247337)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Culture, Media and Sport, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247338)  

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Defence, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247339)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Energy and Climate Change, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247340)  

...


Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 1:50am
...

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Environment, Food and Rural Affairs, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247341)  

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Foreign and Commonwealth Affairs, what use (a) his Department and (b) service providers under contract to his Department made of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247342)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Health, whether NHS Direct uses 0844 and 0845 telephone numbers for calls from members of the public; and if he will make a statement.  
(247306)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Health, how many GP surgeries use 0844 and 0845 telephone numbers for calls from members of the public; and if he will make a statement.  
(247307)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Health, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247343)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for the Home Department, what use (a) her Department and (b) service providers under contract to her Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration her Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if she will make a statement.
(247344)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Innovation, Universities and Skills, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247345)  

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for International Development, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247346)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Justice, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247347)  

...

Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 1:52am
...

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Justice, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247347)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Northern Ireland, what use (a) his Department and (b) service providers under contract to his Department made of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247348)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Transport, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247349)

Mr Graham Stuart (Beverley & Holderness): To ask the Secretary of State for Work and Pensions, what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement.
(247351)

[end]

Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 1:54am
House of Commons
Monday 12 January 2009
Notices of Motions for which no days have been fixed
(‘Early Day Motions')

410 BT SCRAPPING OF 0845 CHARGES 12:1:09
Mr Lindsay Hoyle
Mr David Crausby
* 2

That this House is pleased to note BT's decision to scrap the current fee applicable when calling the 0870 and 0845 numbers used by many banks, the NHS, government departments and utility companies; urges other telecommunications companies to recognise that to charge for such essential calls is an unfair anomaly in need of being rectified; and calls on the Department of Health to bring forward proposals to put into statute guidance preventing GPs' surgeries and health service organisations from charging more than the cost of a local call.

Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 2:01am
Questions for Oral or Written Answer
beginning on Monday 12 January 2009
(the 'Questions Book')

Part 1: Written Questions for Answer on
Monday 12 January 2009

Mike Penning (Hemel Hempstead): To ask the Minister of State, Department for Business, Enterprise and Regulatory Reform, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246991)

Mike Penning (Hemel Hempstead): To ask Mr Chancellor of the Exchequer, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246982)

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Children, Schools and Families, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services.
(246990)

Mike Penning (Hemel Hempstead): To ask the Chancellor of the Duchy of Lancaster, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246974)

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Communities and Local Government, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) her Department and (b) its executive agencies for public access to services.
(246989)

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Culture, Media and Sport, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246988)  

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Defence, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246987)

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Energy and Climate Change, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services.
(246975)

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Environment, Food and Rural Affairs, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246980)  

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Foreign and Commonwealth Affairs, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246979)

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Health, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246973)  

Mike Penning (Hemel Hempstead): To ask the Secretary of State for the Home Department, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) her Department and (b) its executive agencies for public access to services.
(246978)  

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Innovation, Universities and Skills, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246977)

Mike Penning (Hemel Hempstead): To ask the Secretary of State for International Development, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services.
(246976)  

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Justice, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246986)

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Northern Ireland, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246985)

...

Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 2:03am
...

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Scotland, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services.
(246984)  

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Transport, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246983)  

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Wales, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services.
(246981)

Mike Penning (Hemel Hempstead): To ask the Secretary of State for Work and Pensions, how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.
(246992)

[end]

Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 2:04am
House of Commons Hansard Written Answers for 12 Jan 2009 (pt 0030)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Health how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246973]

Mr. Bradshaw: The Department runs or supports six 0845 telephone numbers for use by the public.

Two of these numbers, those serving recruitment for social care and social workers, will be moved over to the new 0300 tariff by the end of February. The use of 0845 numbers for the other four lines is currently under review.

The Department's Executive agencies, the Medicines and Healthcare products Regulatory Agency and the NHS Purchasing and Supply Agency have no 0845 or similar cost telephone numbers for use by the public.


Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 2:06am
House of Commons Hansard Written Answers for 12 Jan 2009 (pt 0025)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Energy and Climate Change how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services. [246975]

Mr. Mike O'Brien: None.


Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 2:07am
House of Commons Hansard Written Answers for 12 Jan 2009 (pt 0022)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Defence how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246987]

Mr. Kevan Jones: The use of 0845 numbers and others that charge at a similar rate is determined at local level in accordance with individual business requirements and obtained directly from the supplier. Records of such numbers are not held centrally and could be provided only at disproportionate cost.


Title: Re: Parliamentary update
Post by idb on Jan 14th, 2009 at 2:08am
House of Commons Hansard Written Answers for 12 Jan 2009 (pt 0015)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Scotland how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services. [246984]

Ann McKechin: The Office does not use telephone numbers for which callers are charged at the rate applicable to 0845 numbers.


Title: Re: Parliamentary update
Post by idb on Jan 15th, 2009 at 1:26am
House of Commons Hansard Written Answers for 12 Jan 2009 (pt 0069)

Departmental Telephone Services

Mike Penning: To ask the Chancellor of the Exchequer how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its Executive agencies for public access to services. [246982]

Angela Eagle: HM Treasury does not use 0845 numbers.

The UK Debt Management Office has 17 0845 telephone numbers that appear on its website and are therefore generally available for use by callers. Their purpose is business continuity-related.


Title: Re: Parliamentary update
Post by idb on Jan 15th, 2009 at 1:27am
House of Commons Hansard Written Answers for 12 Jan 2009 (pt 0087)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Culture, Media and Sport how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246988]

Andy Burnham: Neither the Department nor The Royal Parks use 0845 numbers.

Title: Re: Parliamentary update
Post by idb on Jan 15th, 2009 at 1:29am
House of Commons Hansard Written Answers for 12 Jan 2009 (pt 0081)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Transport how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246983]

Mr. Hoon: The Department for Transport has one 0845 number, the Executive Agencies have three.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 15th, 2009 at 2:30am

idb wrote on Jan 15th, 2009 at 1:26am:
House of Commons Hansard Written Answers for 12 Jan 2009 (pt 0069)

Departmental Telephone Services

Mike Penning: To ask the Chancellor of the Exchequer how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its Executive agencies for public access to services. [246982]

Angela Eagle: HM Treasury does not use 0845 numbers.

The UK Debt Management Office has 17 0845 telephone numbers that appear on its website and are therefore generally available for use by callers. Their purpose is business continuity-related.


This demonstrates a familiar trick used when giving written ministerial answers.

HM Revenue and Customs, with its host of 0845 numbers, is neither part of HM Treasury nor is it an Executive Agency.

Everybody knows what Mr Penning was after, but he has to phrase his question more carefully to get the answer that he wants.

Look out for similar tricks in other answers to this sort of question, and see how the clever questioner avoids them. There are many examples in this thread.

These written answer paperchases are not delivering the goods. We need an inquiry by the Public Administration Committee into the use of revenue sharing numbers by all public bodies accountable to parliament (including non-departmental bodies for which ministers are not directly accountable). This could collect all the data, hear the attempted justifications and produce a report recommending a wholesale adoption of 03 numbers (where non-geographic numbers are required). The government would be required to reply to such a report and it would provide a basis for putting pressure on each minister who fails to act.

Each Committee decides what it is to look into for itself. I would therefore urge all members to put pressure on members of this Committee and all concerned MPs, who could do the same.

Title: Re: Parliamentary update
Post by NGMsGhost on Jan 15th, 2009 at 11:54am

SilentCallsVictim wrote on Jan 15th, 2009 at 2:30am:
These written answer paperchases are not delivering the goods. We need an inquiry by the Public Administration Committee into the use of revenue sharing numbers by all public bodies accountable to parliament (including non-departmental bodies for which ministers are not directly accountable). This could collect all the data, hear the attempted justifications and produce a report recommending a wholesale adoption of 03 numbers (where non-geographic numbers are required). The government would be required to reply to such a report and it would provide a basis for putting pressure on each minister who fails to act.


So are you producing your usual briefing notes for members of the Public Administration Committee in order to try and bring this about SCV?

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 15th, 2009 at 12:53pm

NGMsGhost wrote on Jan 15th, 2009 at 11:54am:
So are you producing your usual briefing notes for members of the Public Administration Committee in order to try and bring this about SCV?

Yes. I draw attention to the need for such an inquiry whenever a specific case comes into public view.

For a select committee to pick up on an issue, committee members have to be aware of widely felt concern about an issue, and share it. If, as we believe, there are a lot of constitutents concerned about this issue then it is important that this concern comes to the attention of committee members, probably through the respective MPs. Formal representations can be made directly to a committee, however I understand that the weight of concern amongst MPs is an important factor in determining prioirites amongst the many issues that could be covered in each session.

Title: Re: Parliamentary update
Post by idb on Jan 16th, 2009 at 2:15am
House of Commons Hansard Written Answers for 13 Jan 2009 (pt 0005)

Departmental Telephone Services

Mike Penning: To ask the Minister of State, Department for Business, Enterprise and Regulatory Reform how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246991]

Mr. McFadden: From the central records available there are seven 0845 telephone numbers services administered by the Department for public use.

I have asked the chief executives of the Department's agencies to respond directly to the hon. Member.

Letter from Gareth Jones, dated 13 January 2009:

I am responding on behalf of Companies House to your recently tabled Parliamentary Question to the Minister of State for Business Enterprise and Regulatory Reform.

Companies House has one 0845 number, (0845 757 3991), used as first-line support for customers using the Companies House Direct search service.

Letter from Stephen Speed, dated 13 January 2009:

The Minister of State, Department for Business, Enterprise and Regulatory Reform has asked me to reply to your question (2008/446), how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services.

The Insolvency Service has three 0845 lines. These are; The Insolvency Service Enquiry Line, The Redundancy Payments Helpline and The Enforcement Hotline.


Title: Re: Parliamentary update
Post by idb on Jan 16th, 2009 at 2:16am
House of Commons Hansard Written Answers for 13 Jan 2009 (pt 0017)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Communities and Local Government how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) her Department and (b) its executive agencies for public access to services. [246989]

Mr. Khan: Communities and Local Government and its agencies do not require the public to make telephone calls on numbers which charge more than the national rate. The only 0845 number used is the Neighbourhood Renewal helpline (0845 0828383). However, calls to this number are diverted to the main Communities and Local Government switchboard and are charged at a local rate to the caller.


Title: Re: Parliamentary update
Post by idb on Jan 16th, 2009 at 2:17am
House of Commons Hansard Written Answers for 13 Jan 2009 (pt 0009)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Wales how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services. [246981]

Mr. Paul Murphy: None.


Title: Re: Parliamentary update
Post by idb on Jan 16th, 2009 at 2:20am
House of Commons Hansard Written Answers for 13 Jan 2009 (pt 0002)

Culture, Media and Sport

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Culture, Media and Sport what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247338]

Mr. Sutcliffe: My Department does not operate any public service 0844/0845 numbers.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 16th, 2009 at 3:34am
This is one of the best.


idb wrote on Jan 16th, 2009 at 2:16am:
Mr. Khan: Communities and Local Government and its agencies do not require the public to make telephone calls on numbers which charge more than the national rate.

The only 0845 number used is the Neighbourhood Renewal helpline (0845 0828383).

However, calls to this number are diverted to the main Communities and Local Government switchboard

and are charged at a local rate to the caller.


;D  ;D  ;D  :'(

Title: Re: Parliamentary update
Post by idb on Jan 17th, 2009 at 11:19pm
House of Commons Hansard Written Answers for 15 Jan 2009 (pt 0017)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Innovation, Universities and Skills how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246977]

Mr. Simon: The Department does not offer any 0845 numbers.

The Department is responsible for two agencies: National Weights and Measures Laboratory and the UK Intellectual Property Office.

National Weights and Measures Laboratory does not offer any telephone numbers for which callers are charged at the rate applicable to 0845 numbers for public access to services.

UK Intellectual Property Office offers three 0845 numbers. The caller incurs a local rate charge which is set by their service provider.


Title: Re: Parliamentary update
Post by idb on Jan 17th, 2009 at 11:20pm
House of Commons Hansard Written Answers for 15 Jan 2009 (pt 0011)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Justice how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246986]

Mr. Wills: The Department, and its agencies, use 42 0845 telephone numbers to provide a range of services to the public. These include IT support for online enquiries, customer service inquiries, contact with the jury summoning office and a small number of courts.

The 0845 numbers were introduced because, at the time, calls from anywhere in the UK were charged at a local rate making it cheaper for people to make contact rather than using the exchange number. With the expansion of the telecommunications markets, call charges are now set by the individual phone companies, often as part of wider service packages. The charges vary, and are outside the control of the Department. Where possible, customers are also given the exchange number, as depending on the individual inquirer's telephone plane, 0845 may not now be the cheapest option.


Title: Re: Parliamentary update
Post by idb on Jan 17th, 2009 at 11:21pm
House of Commons Hansard Written Answers for 15 Jan 2009 (pt 0016)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Communities and Local Government what use (a) her Department and (b) service providers under contract to her Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration her Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if she will make a statement. [247337]

Mr. Khan: Communities and Local Government do not require the public to make telephone calls on numbers which charge more than the national rate. Neither Communities and Local Government or its service provider (Siemens) generate any income from calls. The only 0845 number used is the Neighbourhood Renewal helpline (0845 0828383). However, calls to this number are diverted to the main Communities and Local Government switchboard and are charged at a local rate to the caller. Later this year, CLG will introduce the new 0300 number range when it commences a new contractual telephony arrangement.


Title: Re: Parliamentary update
Post by idb on Jan 17th, 2009 at 11:23pm
House of Commons Hansard Written Answers for 15 Jan 2009 (pt 0013)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Children, Schools and Families how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services. [246990]

Sarah McCarthy-Fry: The Department currently has five services, accessible to the public, which operate using telephone numbers with the 0845 prefix: the Headship Information Line; the DCSF publications helpline, Prolog; the Fast Track Teachers Programme Support and recruitment team helplines; and the National Strategies Customer Service Helpdesk.


Title: Re: Parliamentary update
Post by idb on Jan 17th, 2009 at 11:25pm
House of Commons Hansard Written Answers for 15 Jan 2009 (pt 0001)

Departmental Telephone Services

Mike Penning: To ask the Chancellor of the Duchy of Lancaster how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246974]

Mr. Watson: I refer the hon. Member to the answer I gave my hon. Friend the Member for Wolverhampton, South-West (Rob Marris) on 29 January 2008, Official Report, column 248W.


Title: Re: Parliamentary update
Post by idb on Jan 17th, 2009 at 11:27pm
Questions for Oral or Written Answer
beginning on Thursday 15 January 2009
(the 'Questions Book')

Part 1: Written Questions for Answer on
Thursday 15 January 2009

Mr Laurence Robertson (Tewkesbury): To ask the Secretary of State for Health, what assessment he has made of the effectiveness of the use of 0844 numbers by GPs' surgeries; and if he will make a statement.
(248435)  

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 20th, 2009 at 6:52pm
Hansard 19 Jan 2009 - Cols 1200-1201W


Quote:
NHS: Telephone Services

Mike Penning: To ask the Secretary of State for Health how much his Department’s consultation on the use of 084 numbers within the NHS is expected to cost. [247143]

Mr. Bradshaw: The total costs for undertaking this consultation will only be known once the consultation is completed and all associated costs have been compiled. Final costs will depend on the actual level of demand for consultation documents during the consultation period and the associated print and distribution costs.


Mr. Graham Stuart: To ask the Secretary of State for Health whether NHS Direct uses 0844 and 0845 telephone numbers for calls from members of the public; and if he will make a statement. [247306]

Mr. Bradshaw: The NHS Direct telephone advice service currently operates on 0845 4647. As set out in the NHS Next Stage Review final report, published 30 June 2008, officials are currently considering options for the introduction of a new three digit telephone number to help people find the right local service to meet their urgent, unplanned care needs. Any subsequent decision to introduce such a number, including tariff options, would be subject to public consultation, undertaken by Ofcom under the Communications Act 2003.

NHS Direct will retain its current 084 number until we are clear about any future role and function it may have in implementing a national three digit number for urgent care.

Additionally, NHS Direct is commissioned to provide local services on behalf of primary care trusts and other organisations. NHS Direct provides telephone numbers with prefixes including: 0845; 0800; 01; 02; and 03.

In accordance with Centre of Information guidance, NHS Direct does not directly or indirectly receive revenue for the use of any 0845 numbers.

The costs incurred in putting the situation right are regrettable, but do not provide an adequate reason for doing nothing. Putting the issue out for public debate may be unnecessary, but it may help the DH get to grips with the solutions that are available and provide it with support in pressing them on possibly reluctant parties.

If the owners of the NHS wish to understand the position of the Department of Health and express their views, then the costs of producing and distributing copies of the consultation document to GP surgeries (or leaflets to advise of how to access it online) is perhaps justified.


Ben Bradshaw's comments confirm that the future for the current NHS Direct non-urgent telephone advice service is in doubt. The proposal for a national 3-digit, or more likely 6-digit 116xxx, number for urgent, but non-emergency, access to health and social care, whilst appearing sensible, opens up many issues regarding current services and the balance between local and national provision.

Whilst we are right to continue to call for the swift replacement of 0845 4647 with 0345 4647, we must recognise that the disruption involved and the cost of the related publicity would not be seen to be justified if the non-urgent health advice and information service and the number itself were to be withdrawn altogether shortly afterwards. In the event of a ban on use of revenue sharing numbers in the NHS, this particular number can however only be subject to an extended time limit for implementation of the ban, not exemption from its provisions.

The statement that NHS Direct does not receive "revenue" is either a way of concealing the fact that it takes the benefit in the form of subsidised costs, or an admission that BT Wholesale is overcharging. We await confirmation of which is the case.

Title: Re: Parliamentary update
Post by idb on Jan 22nd, 2009 at 3:12am
House of Commons Hansard Written Answers for 20 Jan 2009 (pt 0036)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Work and Pensions what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247351]

Jonathan Shaw: The information requested is as follows.

(a) (i) DWP and its executive agencies; Jobcentre Plus, Pension, Disability and Carers Service and Rent Service currently publish 129 primary 0845 numbers for calls from customers accessing their services. DWP do not have any 0844 numbers.

Number
Jobcentre Plus
 
7 x 0845 Initial Inquiry Lines e.g. Jobseeker Direct, Employer Direct, National Insurance etc.
7

81 x 0845 Inquiry Lines to the 81 Benefit Delivery Centres
81

20 x 0845 Social Fund
20

6 x 0845 Maternity Allowance
6

2 x 0845 Bereavement
2

 
PDCS Pensions
 
9 x 0845 e.g. Tracing Helpline and E-claim helpline, Forecasting
9

 
PDCS Disability and Carers
 
1 x 0845 Disability Living Allowance/Attendance Allowance
1

 
Debt Management
 
2 x 0845 RFE, Recovery
2

 
Rent Service
 
1 x 0845 number Central Processing Unit, Washington
1



(ii) DWP do not have any revenue sharing numbers. We ceased any revenue sharing in December 2007. This had been worth circa £500,000 per annum. We do not have an exact breakdown for this and it would be difficult to obtain these figures.

Following detailed consideration of the advantages and disadvantages, DWP have no plans to introduce 03 numbers at this time. This decision will be kept under review.

(b) Service providers under contract to the Department—this information is not readily available and initial inquiries have shown that the cost of obtaining it would be disproportionate.




Title: Re: Parliamentary update
Post by idb on Jan 22nd, 2009 at 3:13am
House of Commons Hansard Written Answers for 20 Jan 2009 (pt 0017)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Minister of State, Department for Business, Enterprise and Regulatory Reform what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247335]

Mr. McFadden: From the central records that are available, (i) there are seven 0845 telephone numbers services administered by the Department for public use. These are

0845 015 0010: BERR Publications Orderline

0845 015 0020: BERR Publications Orderline (Fax)

0845 015 0030: BERR Publications Orderline (Minicom)

0845 019 0001: Personnel Training Services Consortium

0845 600 0678: National Minimum Wage

0845 600 9006: Business Link Helpline

0845 955 5105: Employment Agency Standards.

The Department does not operate any revenue-sharing numbers. No records are held to show if the Department has ever used or benefited financially from revenue-sharing numbers in the past five years.

No telephone information is available from BERR's central records on the use of 0844/5 and revenue-sharing numbers by its contracted service providers

The Department has no immediate plans to use 03 prefixed numbers.


Title: Re: Parliamentary update
Post by idb on Jan 22nd, 2009 at 3:15am
House of Commons Hansard Written Answers for 20 Jan 2009 (pt 0015)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for International Development how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by his Department for public access to services. [246976]

Mr. Ivan Lewis: The Department for International Development (DFID) uses one 0845 number for our Public Enquiry Point which allows members of the public to call DFID about the work of the Department.

Mr. Graham Stuart: To ask the Secretary of State for International Development what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247346]

Mr. Ivan Lewis: The Department for International Development (DFID) uses one 0845 number for our Public Enquiry Point. We are currently reviewing the relative costs and benefits of alternatives to the 0845 number. DFID does not make use of revenue-sharing numbers.

DFID does not have any contracted public service providers who make use of 0844, 0845 or revenue-sharing numbers.


Title: Re: Parliamentary update
Post by idb on Jan 22nd, 2009 at 3:16am
House of Commons Hansard Written Answers for 20 Jan 2009 (pt 0006)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Defence what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247339]

Mr. Kevan Jones: The use of 0844, 0845, revenue-sharing telephone numbers and those with an 03 prefix is determined at local level in accordance with individual business requirements and obtained directly from the supplier. Records of such numbers are not held centrally and information relating to them, including any revenue accrued, could be provided at disproportionate cost.


Title: Re: Parliamentary update
Post by idb on Jan 22nd, 2009 at 3:18am
House of Commons Hansard Written Answers for 19 Jan 2009 (pt 0002)

Energy and Climate Change
Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Energy and Climate Change what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247340]

Mr. Mike O'Brien: Since its formation on 3 October 2008, the Department of Energy and Climate Change (DECC) has made no use of 0844, 0845 or revenue-sharing telephone numbers for calls from members of the public. DECC already makes use of a 03-prefixed number, charged at the standard national rate, for general inquiries.

The Department is not at present party to any contracts, as the Transfer of Function Order related to the creation of DECC has not yet come into force.


Title: Re: Parliamentary update
Post by idb on Jan 22nd, 2009 at 3:20am
House of Commons Hansard Written Answers for 19 Jan 2009 (pt 0051)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for the Home Department what use (a) her Department and (b) service providers under contract to her Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration her Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if she will make a statement. [247344]

Mr. Woolas: Please see the following table detailing the use and purpose of non-geographic numbers, e.g. 0845 and 0870.

The Home Office did not derive any income from such charges in each of the last three years. Information relating to revenue generated prior to 2005 is not held centrally and as such it is not possible to answer this aspect of the question within time and cost limits of the PQ process.

The Identity and Passport Service (IPS) replaced all 0870 numbers to the Passport Adviceline with two 0300 numbers on 1 September 2008. The sole 0845 number to the Passport Adviceline was replaced at the same time with a 0300 number. There is however a transition period that is currently halfway through and both numbers will be accessible until 31 August 2009. The revenue arising from the previous 0870 IPS arrangements was approximately £300,000 per year and was used to offset the cost of providing the service to callers.

0845 numbers are however used for customer correspondence inquiries in to the Liverpool, Newport and Peterborough passport offices and similar arrangements are planned for the remaining four IPS regional passport offices.

The General Register Office, part of IPS, intends to investigate the introduction of an 03-prefixed telephone number during the financial year 2009-10.

Revenue sharing numbers
Number Purpose Type
0870 521 0410
Passport Adviceline (replaced on 1 September 2008 by 0300 222 0000)
Phone

0870 240 8090
Passport Adviceline (text phone service replaced on 1 September 2008 by 0300 222 0222)
Minicom

0870 243 4477
Passport enquiries for High Street Partners (replaced on 1 September 2008 by 0300 222 0000)
Phone

0870 243 1902
Passport Complaints (replaced on 1 September 2008 by 0300 222 0000)
Phone

0845 121 0046
Authentication by Interview (ABI) Booking Line (replaced on 1 September 2008 by 0300 222 1000)
Phone

0845 603 7788
GRO Certificate Services
Phone

0870 125 1256
Siemens Business Services IPS Query Letters (replaced on 1 September 2008 by 0300 222 1111)
Phone

0870 909 0778
Criminal Records Bureau Disclosure dispute line
Phone

0870 909 0844
Criminal Records Bureau Disclosure application line
Phone

0870 909 0223
Criminal Records Bureau Welsh Language Line
Phone

0870 909 0344
Criminal Records Bureau
Minicom

0870 909 0811
Criminal Records Bureau General Inquiries
Phone

0870 909 0822
Criminal Records Bureau Registration Information Line
Phone

0870 241 4680
Home Office's mailing house, Prolog
Phone

0870 241 4786
Home Office's mailing house, Prolog
Fax

0870 220 2000
‘Together' (advice line for practitioners on tackling antisocial behaviour).
Phone

0870 336 9031
Contact Private Office to Jacqui Smith
Fax

0870 336 9032
Contact Private Office to Lord West
Fax

0870 336 9033
Contact Private Office to Vernon Coaker
Fax

0870 336 9034
Contact Private Office to Liam Byrne
Fax

0870 336 9035
Contact Private Office to Tony McNulty
Fax

0870 336 9036
Contact Private Office to Meg Hillier
Fax


19 Jan 2009 : Column 1221W

19 Jan 2009 : Column 1222W
0870 336 9048
Contact Parliamentary Team
Fax

0870 336 9045
Contact Ministers' Special Advisers
Fax

0870 336 9041
Contact Private Office Management Support Unit
Fax

0870 336 9037
Contact Permanent Secretary's Office
Fax

0845 010 6677
UKBA Employers' Helpline
Phone

0845 039 8002
PROSPECTS helpline
Phone

0845 601 2298
UKBA Evidence and Enquiry line
Phone

0870 240 3781
Immigration Enquiry Bureau (enforcement and removals - recorded message only)
Phone

0845 602 1739
Enquiries about asylum support applications
Phone

0870 606 7766
Immigration Enquiry Bureau
Phone

0870 241 0645
Requests for immigration application forms
Phone

0845 010 5200
Nationality telephone enquiries
Phone

0870 521 0224
UKBA Work Permits Literature Order Line
Phone

0845 600 0914
Asylum Support Customer Contact Centre
Phone

0870 241 6523
Enquiries about the work of the UKBA Complaints Unit and advice to callers about how to complain
Phone

0845 602 1465
UKBA MPS hot line fax line
Fax

0845 601 1145
National Asylum Support fax line
Fax

0845 601 1143
National Asylum Support fax line
Fax

0845 609 0395
UKBA MPS hotline
Phone

0845 601 1150
National Asylum Support Service/MP's hot line
Phone

0845 010 5555
UK Visas (pre-recorded information line)
Phone


Title: Re: Parliamentary update
Post by idb on Jan 22nd, 2009 at 3:25am
House of Commons Hansard Written Answers for 19 Jan 2009 (pt 0044)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Health what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247343]

Mr. Bradshaw: The Department runs or supports the following 0845 telephone numbers.

Telephone numbers
EHIC Order Line
0845 605 0707

EHIC enquiry line
0845 606 2030

Healthy Start
0845 607 6823

Healthy Start Minicom
0845 601 7698

Social Work and Care Careers Recruitment Line
0845 604 6404


19 Jan 2009 : Column 1188W
Social Work and Care Careers Recruitment Minicom
0845 601 6121



The 0845 numbers serving recruitment for social care and social workers will be moved over to the new 0300 tariff by the end of February. The use of 0845 numbers for the other services is currently under review.

The Department ran the following non-revenue generating lines, using 0870 numbers. While they were mainly for the use of national health service and social services professional there was some use by the public. Since May 2008, these services have been available via 0300 numbers but the 0870 numbers needs to be maintained until the end of March 2009 to allow for the transition.


Telephone numbers
Department of Health Publication Order line
08701 555 455

Department of Health Publication Order line minicom
08700 102 870



The Department's Executive agencies, the Medicines and Healthcare products Regulatory Agency and the NHS Purchasing and Supply Agency have no 0845 or similar cost telephone numbers for use by the public.

The Department does not centrally hold information on the telephone numbers used by the NHS.

The Department has 24 arm's length bodies and a number of national programmes e.g. NHS Employers. Information about telephone services for these bodies is not held centrally and cannot be provided except at disproportionate cost.

The Department also grants funds to a wide range of voluntary and charitable organisations to provide services relating to health and healthy living. Some of these organisations include telephone helplines as part of their services. It is not possible, without incurring disproportionate cost, to identify individual projects with telephones services and whether 0845 telephone numbers are used.

In February 2005, my right hon. Friend the Member for Barrow and Furness (Mr. Hutton), then Minister of State for Health announced a ban on the NHS using premium rate telephone numbers such as 0870.

We recently launched a public consultation on the intention to prohibit the use of 084 numbers in the NHS. This will run from 16 December 2008 until 31 March 2009.



Title: Re: Parliamentary update
Post by idb on Jan 22nd, 2009 at 3:27am
House of Commons Hansard Written Answers for 19 Jan 2009 (pt 0045)

General Practitioners: Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Health how many GP surgeries use 0844 and 0845 telephone numbers for calls from members of the public; and if he will make a statement. [247307]

Mr. Bradshaw: The Department does not hold this information centrally and it cannot be provided except at disproportionate cost. However the Department remains clear that it does not expect patients to pay more than the equivalent cost of a local rate call when contacting their general practitioner.

We recently launched a public consultation on the intention to prohibit the use of 084 numbers in the national health service. This will run from 16 December 2008 until 31 March 2009.

Mr. Laurence Robertson: To ask the Secretary of State for Health what assessment he has made of the effectiveness of the use of 0844 numbers by GPs' surgeries; and if he will make a statement. [248435]

Mr. Bradshaw: An information gathering exercise was completed in 2008 on the use of 084 telephone numbers in general practice. The information gathered was the subject of lengthy and detailed analysis before being shared with Ministers.

The Department subsequently launched a public consultation on the intention to prohibit the use of 084 numbers in the national health service. This will run from 16 December 2008 until 31 March 2009.


Title: Re: Parliamentary update
Post by idb on Jan 24th, 2009 at 12:30am
House of Commons Hansard Written Answers for 22 Jan 2009 (pt 0004)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Environment, Food and Rural Affairs how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246980]

Huw Irranca-Davies: From information held centrally, there are 38 telephone numbers for which callers are charged at the rate(s) applicable to 0845 numbers—four for core-DEFRA, 14 for DEFRA's executive agencies and 20 for non-departmental public bodies. None of the numbers are revenue sharing.

Members of the public using these numbers are charged by their telephone providers at their agreed rates. On 8 January 2009, BT announced that its consumer customers will no longer pay these charges from 16 January 2009. As from this date 0845 numbers will be included in their calls packages. Those not on a calls package and business customers will continue to pay the applicable or agreed 0845 rates.


Title: Re: Parliamentary update
Post by Dave on Jan 24th, 2009 at 8:18am

idb wrote on Jan 24th, 2009 at 12:30am:
Huw Irranca-Davies: From information held centrally, there are 38 telephone numbers for which callers are charged at the rate(s) applicable to 0845 numbers—four for core-DEFRA, 14 for DEFRA's executive agencies and 20 for non-departmental public bodies. None of the numbers are revenue sharing.

Members of the public using these numbers are charged by their telephone providers at their agreed rates. On 8 January 2009, BT announced that its consumer customers will no longer pay these charges from 16 January 2009. As from this date 0845 numbers will be included in their calls packages. Those not on a calls package and business customers will continue to pay the applicable or agreed 0845 rates.

"None of the numbers are revenue sharing." Yes they are. That is the reason for higher termination charges.  ::)

Callers pay at their "agreed rates"! lol That's a bit like saying that motorists pay for petrol at "agreed rates" from their "chosen" filling stations!

Title: Re: Parliamentary update
Post by Tanllan on Jan 24th, 2009 at 3:53pm

idb wrote on Jan 24th, 2009 at 12:30am:
House of Commons Hansard Written Answers for 22 Jan 2009 (pt 0004)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Environment, Food and Rural Affairs how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246980]

Huw Irranca-Davies: From information held centrally, there are 38 telephone numbers for which callers are charged at the rate(s) applicable to 0845 numbers—four for core-DEFRA, 14 for DEFRA's executive agencies and 20 for non-departmental public bodies. None of the numbers are revenue sharing.

Grrr - None of the numbers is revenue sharing.
Wrong advice and then salt in the wound with wrong grammar.

Title: Re: Parliamentary update
Post by irrelevant on Jan 24th, 2009 at 4:47pm

idb wrote on Jan 24th, 2009 at 12:30am:
On 8 January 2009, BT announced that its consumer customers will no longer pay these charges from 16 January 2009. As from this date 0845 numbers will be included in their calls packages.


...and the start of the "ah, good, we don't have to worry about changing to 03 now, because people get calls free." brigade, too...

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 25th, 2009 at 12:00am

irrelevant wrote on Jan 24th, 2009 at 4:47pm:
the start of the "ah, good, we don't have to worry about changing to 03 now, because people get calls free." brigade, ...
All recruits to this brigade must be challenged on the basis that they are in partnership with BT, serving only those who use BT as their telephone provider.

There may be some who join this brigade wishing for a return to a state monopoly of telephone service provision, but there surely cannot be any who have failed to notice that this no longer exists. In a plural competitive market, they are favouring a provider that already holds significant market presence in the market for residential landlines, whilst not participating in the mobile market.

A good question for those Departments that use 0845 numbers would be to ask how many callers do not call from BT lines, and why those which do are favoured by use of 0845 numbers, whereas 03 numbers would treat all callers equally, as well as eliminating a stealth tax on non-BT customers.

Those who think that calls to 0845 are free are actually suggesting that they are charged at the same rate (zero) as calls to 03 numbers. If they considered them as being chargeable by BT, then they would be cheaper than 03! In this odd world, a focus on inclusive rates actually takes away one of the arguments in favour of 0845.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jan 27th, 2009 at 5:51pm
An interesting question and misleading answer are found here

Quote:
Public Bodies: Telephone Services

Paul Rowen: To ask the Chancellor of the Duchy of Lancaster what steps are being taken by the Contact Council in relation to public sector bodies that do not charge fees for the use of their services and which use revenue sharing 084x and 087x telephone numbers. [240799]

Mr. Watson: The use of non-geographic phone numbers is currently a matter for individual Departments. It is their responsibility to balance the costs and the needs of their users and customers.

Some central Government Departments operating 084x and 087x telephone numbers apply additional charges on top of the costs of the call. However the extent of these practices has not been systematically assessed. Therefore the cross-government Contact Council has commissioned research requesting that central Government Departments provide details of how many 084x and 087x telephone numbers they operate, and whether these numbers partake in revenue sharing activities, as part of a comprehensive survey of number usage in the public sector. Once this research has been carried out the Contact Council will issue guidelines on numbering in general, including the use of 084x and 087x numbers. This guidance will be published later in the year.

There is no need for a systematic assesment to understand how revenue sharing works. Whether the benefit is taken in cash or in discounted services is of little consequence. If no benefit is being taken then the Department (and thereby the tax-payer) is being "ripped -off". The only guidance that is needed is about how to stop using revenue sharing numbers.

Title: Re: Parliamentary update
Post by NGMsGhost on Jan 28th, 2009 at 11:32am

SilentCallsVictim wrote on Jan 27th, 2009 at 5:51pm:
The only guidance that is needed is about how to stop using revenue sharing numbers.



Hear, hear SCV.  For once you and I can be in full agreement.

Also why does the Contact Council think it needs to investigate and pronounce on this issue when both the Central Office of Information (policy still current and in effect) and Sir David Varney have already done so? :-? :-/

Title: Re: Parliamentary update
Post by idb on Feb 5th, 2009 at 2:47am
House of Commons Hansard Written Answers for 29 Jan 2009 (pt 0037)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Children, Schools and Families what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247336]

Sarah McCarthy-Fry: Information on the use of 0844 and 0845 numbers by service providers to the department can be provided only at disproportionate cost.

The DCSF does not participate in revenue share schemes associated with non-geographic telephone numbers and therefore derives no revenue from the use of these numbers. The Department does use non-geographic telephone numbers such as 0870 and 0845 for its public inquiry line and other entry points. However, the Department has never received any income from the use of these numbers and does not offer refunds to callers. It's important to note that, in accordance with Central Office of Information (COI) advice, in most cases the Department offers alternative non-telephone methods of contact such as email and letter.

The Department is in discussion with the COI to investigate, along with alternatives, the use of 03 numbers as replacements.

The Department and its service providers use the following 0845 numbers. We do not have any 0844 numbers. The total quantity of telephone numbers can change as services are introduced or closed.

Service provider


Headship Information Line
0845 716 5136
Information in connection with national headship training programmes

Prolog
0845 6022260
DCSF publications helpline

Fast Track Helpline
0845 6015921
Queries from Fast Track teachers and head teachers

Fast Track recruitment helpline
0845 0581066
Teachers applying to join the Fast Track Teaching programme

Teacher information line
0845 6000991
Advice on training opportunities and support available

Return to teach line
0845 6000993
Advice on training opportunities and support available

National Strategies Helpdesk
0845 850 1444
To support the delivery of the national strategies


Title: Re: Parliamentary update
Post by idb on Feb 5th, 2009 at 2:50am
House of Commons Hansard Written Answers for 27 Jan 2009 (pt 0011)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Environment, Food and Rural Affairs what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247341]

Huw Irranca-Davies: From information held centrally, the Department has identified 38 0845 telephone numbers, which are used as common national numbers for helplines and enquiry lines covering elements of the Department's business. None of the numbers are revenue sharing. No 0844 numbers have been identified. Information on what use service providers under contract to the Department make of 0844 and 0845 numbers could be provided only at disproportionate cost. The Department is considering the introduction of 03-prefixed telephone numbers as part of its review of common national numbers.


Title: Re: Parliamentary update
Post by idb on Feb 5th, 2009 at 2:51am
House of Commons Hansard Written Answers for 27 Jan 2009 (pt 0023)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Justice what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247347]

Mr. Wills: From the central records available, the following information is provided.

The Land Registry use fourteen 0844 telephone numbers for public access to their services. The Land Registry no longer operate revenue sharing numbers and since February 2008 customers are charged only the local call rate from land lines for using the 0844 numbers. However, calls from mobile phones may cost more as the Department cannot control charges levied by individual service providers to their customers.

Details of the revenue generated to Land Registry in earlier years is as follows:

£
2004-05
0

2005-06
247,467

2006-07
221,543

2007-08
164,787

April to June 2008
(1)40,026

(1) This is a rebate figure from previous service providers which has been paid into this year's financial accounts.

In addition, the Department, and its service providers, but excluding Land Registry, operate forty nine 0845 numbers to provide a range of services to the public, including customer service enquiries and IT online support. Eighteen of these numbers, which are used by Her Majesty's Courts Service Bulk Payment Centre, have generated some revenue. At the time the numbers were introduced, calls from anywhere in the UK were charged at a local rate, making it no more expensive for people to access the service using the 0845 rather than the exchange number. The Centre now publish alternative numbers on their web pages giving customers a choice, as depending on the enquirer's call plan, 0845 may not now be the cheapest option. Details of income generated from these 0845 numbers is available for the last four years, and is as follows:

£
2004-05
745.91

2005-06
6543.76

2006-07
7684.14

2007-08
8075.97

Revenue sharing 0870 numbers have also been used for recruitment campaigns. However, it has been decided that these numbers will no longer be included in campaign advertising, and they are expected to be discontinued shortly when' a new system is introduced. The income generated from these numbers, since their introduction in February 2004, is £25,503.69. There is no annual breakdown available.

03 prefix telephone numbers are charged in the same fashion as 01 and 02 prefix numbers, but the call receiver does not receive revenue sharing. The Department, and its service providers, are considering switching to 03 prefix numbers.


Title: Re: Parliamentary update
Post by idb on Feb 5th, 2009 at 2:52am
House of Commons Hansard Written Answers for 27 Jan 2009 (pt 0041)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Innovation, Universities and Skills what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247345]

Mr. Simon: Comprehensive information about 0845 and similar numbers is not readily available centrally and to respond fully would involve an extensive information collection exercise which would exceed the recommended disproportionate cost threshold. However, using a variety of information and data sources, I can confirm that the following numbers are in use:

Access services Telephone numbers
The UK Intellectual Property Office—Staff incident number
0845 603 4599

The UK Intellectual Property Office—(Minicom)
0845 922 2250

The UK Intellectual Property Office
0845 950 0505

 
Biotech Support
0870 191 0111

Information Society Support
0870 191 0112

NMP Helpline
0870 191 0113

1ST in Manufacturing
0870 191 0114

SME Helpline
0870 191 0115

Beta Technology (Research and Innovation Support). No longer promoted and routes to 0870 600 6080
0870 191 0116

National 1ST Programme Helpline. No longer promoted and routes to 0870 600 6080
0870 606 1515

 
FP7UK Generic Helpline
0870 600 6080

Transport (including Aeronautics) Helpline
0870 191 0117

Space Helpline
0870 191 0118

Health
0870 191 0111

Information and Communication Technologies
0870 191 0112

Nanosciences, nanotechnologies, materials and new production technologies
0870 191 0113

Regions of knowledge
0870 191 0114

SMEs
0870 191 0115

 
DIUS Order Line
0845 602 8032



The service for the separate numbers for specific National Contact Points within the FP7UK consortium are not run by DIUS but by external contractors managed by the Technology Strategy Board. The average number of calls to all of these helplines is 240 per month. We do not have data on revenue generated.


Title: Re: Parliamentary update
Post by idb on Feb 5th, 2009 at 2:55am
House of Commons Hansard Written Answers for 26 Jan 2009 (pt 0001)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Transport what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247349]

Mr. Hoon: The Department for Transport and its Executive agencies operate three 0845 numbers and one 0844 number. The Driver and Vehicle Licensing Agency uses 0870 revenue-sharing numbers to provide access to nine public services. Information about these is set out as follows:

Number DfT or agency Purpose Revenue (yes/no)
0845 877 0877
DfT
Freight Best Practice helpline providing free information to promote operational efficiency
No

0845 750 4030
HA
Motorway and trunk road information line
No

0845 600 5977
VOSA
Garages hotline for checking MOT standards
No

0844 800 0819
VCA
Waste Electrical and Electronic Equipment helpline
No



0870 240 0009
DVLA
Allows the public to ask general driving licence inquiries
Yes

0870 240 0010
DVLA
Allows the public to ask general vehicle inquiries
Yes

0870 600 0301
DVLA
Allows the public to ask advice about health conditions and their effect on driver licensing
Yes

0870 241 1878
DVLA
Allows vocational drivers to seek advice regarding driver licensing
Yes

0870 850 4444
DVLA
Allows the licensing of vehicles over the telephone
Yes

0870 850 0007
DVLA
Allows customers to access information on DVLA's local office network
Yes

0870 608 0604
DVLA
‘Continuous registration' fine payment line
Yes

0870 850 2963
DVLA
Helpline for customers using our online driving licence service
Yes

0870 850 1074
DVLA
Allows customers to seek advice on the use of Smart Tachographs
Yes



Revenue information from the DVLA services is only available since January 2005. The figures are shown by calendar year.


£
2005
2,130,881

2006
2,328,307

2007
3,329,794

2008
3,047,304



In addition, the Driving Standards Agency and the Vehicle and Operator Services Agency have recently switched from 0870 to 0300 numbers for calls made to their contact centres. Revenue information about these is set out as follows:

£

DSA VOSA
2004-05
706,399
10,386

2005-06
693,254
63,400

2006-07
623,284
72,400

2007-08
672,048
78,600

2008-09
(1)208,512
(2)52,000

(1) DSA switched to 0300 line on 31 October 2008.
(2) VOSA switched to 0300 line on 30 September 2008.


Title: More lies in Parliament
Post by Dave on Feb 8th, 2009 at 8:54pm

idb wrote on Feb 5th, 2009 at 2:51am:
House of Commons Hansard Written Answers for 27 Jan 2009 (pt 0023)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Justice what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247347]

Mr. Wills: From the central records available, the following information is provided.

The Land Registry use fourteen 0844 telephone numbers for public access to their services. The Land Registry no longer operate revenue sharing numbers and since February 2008 customers are charged only the local call rate from land lines for using the 0844 numbers. However, calls from mobile phones may cost more as the Department cannot control charges levied by individual service providers to their customers.

...

0844 numbers have never been "local rate". The cost of calling 0844 numbers cannot be changed by simply discontinuing receipt of revenue payments.

Title: Re: More lies in Parliament
Post by SilentCallsVictim on Feb 8th, 2009 at 9:43pm

Dave wrote on Feb 8th, 2009 at 8:54pm:
0844 numbers have never been "local rate". The cost of calling 0844 numbers cannot be changed by simply discontinuing receipt of revenue payments.

Be careful, there are much worse lies than this.

The change referred to was from 0870 to 0844 call type "g10".

The numbers in question are most commonly called by conveyancing businesses, who do still benefit from a local rate. Call type "g10" numbers are charged at 3p per minute, no higher than local calls. Most citizens will call local Land Registry offices, which have local numbers.

It is also significant that Land Registry is a self-funding business, supported by fees imposed on service users. This makes it very different from the NHS and the DWP agencies that are (or rather should be) funded exclusively by taxpayers.

I am not try to excuse any lying, just pointing out that one has to be a little careful in choosing one's target. If any particular case can be undermined, there is the danger that this can be seen to undermine all of one's arguments.

Title: Re: Parliamentary update
Post by idb on Feb 28th, 2009 at 1:45am
Fairly quiet in parliament.

House of Commons Hansard Written Answers for 23 Feb 2009 (pt 0053)

NHS Direct

Dr. Fox: To ask the Secretary of State for Health pursuant to his Answer of 3 February 2009, Official

Report, column 1109W, on NHS Direct, what the average cost to his Department of a NHS Direct call is; and what proportion of this cost relates to (a) staffing and (b) infrastructure. [257499]

Mr. Bradshaw: The average cost of a call to NHS Direct's 0845 46 47 line was £25.53 for 2007-08. Of this cost, staffing accounts for 63 per cent. (£15.96) and other costs account for 37 per cent. (£9.37).

The breakdown of these other costs is provided in the following table:

Service Proportion (percentage) Value (£)
Premises
20
1.87

IT
37
3.47

Telecommunications
14
1.31

Establishment expenses
9
0.84

Consultancy services
7
0.66

Other
13
1.22

Total
100
9.37

Note:
These figures do not account for other calls to services provided to national and local commissioners, e.g. calls to The Appointments Line (formerly the Choose and Book Appointments Line) and locally commissioned services.
Source:
NHS Direct




Title: Re: Parliamentary update
Post by idb on Feb 28th, 2009 at 1:46am
House of Commons Hansard Written Answers for 12 Feb 2009 (pt 0018)

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Foreign and Commonwealth Affairs how many telephone numbers for which callers are charged at the rate applicable to 0845 numbers are used by (a) his Department and (b) its executive agencies for public access to services. [246979]

Gillian Merron: The Foreign and Commonwealth Office (FCO) and its executive agencies maintain one 0845 number. This number is provided as an alternative to the FCO website for users to access up to date travel advice. The FCO receives no financial benefit from this arrangement.


Title: Re: Parliamentary update
Post by idb on Feb 28th, 2009 at 1:51am
House of Commons Hansard Written Answers for 12 Feb 2009 (pt 0014)

NHS Direct

Mr. Lansley: To ask the Secretary of State for Health how many and what percentage of calls to NHS Direct were referred to (a) 999, (b) accident and emergency, (c) an out-of-hours GP service, (d) self-care, (e) pharmacy and (f) another service in each quarter since January 2003. [255432]

Mr. Bradshaw: The information is not available in the format requested. Such information as is available is in the following tables. These data include all calls to the 0845 46 47 line and other calls to services provided to national and local commissioners, including calls to The Appointments Line and locally commissioned services such as dental and out-of-hours services.

NHS Direct do not report separately on referrals to general practitioner (GP) out-of-hours services. All calls resulting in a GP referral are treated as a referral to primary care services. Data on referrals to primary care services are included within calls referred to another service, shown in the final table.

[A number of tables are available on the parliament web site for those interested - omitted here for brevity - (idb)]

http://www.parliament.the-stationery-office.com/pa/cm200809/cmhansrd/cm090212/text/90212w0014.htm
http://www.parliament.the-stationery-office.com/pa/cm200809/cmhansrd/cm090212/text/90212w0015.htm

Title: Re: Parliamentary update
Post by idb on Mar 14th, 2009 at 2:19am
House of Commons Hansard Written Answers for 10 Mar 2009 (pt 0010)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Northern Ireland what use (a) his Department and (b) service providers under contract to his Department made of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247348]

Mr. Woodward: The Department maintains the use of one 0845 number for use by members of the public. This line allows members of the public to request information on the Mentally Disordered Offenders Victim Information Scheme.

No 0844 or 0845 telephone numbers have been used by service providers under contract to my Department.

No revenue-sharing telephone numbers for calls from members of the public have been used by my Department or service providers under contract to my Department.

There are currently no plans to introduce 03-prefixed telephone numbers for calls to my Department.

Title: Re: Parliamentary update
Post by idb on Mar 14th, 2009 at 2:20am
House of Commons Hansard Written Answers for 10 Mar 2009 (pt 0011)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Chancellor of the Exchequer what use (a) his Department and (b) service providers under contract to his Department make of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247350]

Angela Eagle: The Treasury Group does not use any revenue sharing telephone numbers.

Treasury Group organisations provide 0845 numbers for both internal and external facing services, including:

internal service desks for IT and facilities management for Treasury employees;

the OGC Service Desk, providing support on Office of Government Commerce matters to members of the public, and to private and public sector organisations;

seventeen 0845 numbers advertised on the website of the UK Debt Management Office (DMO), which are generally available for use by callers to the DMO for business continuity purposes.

The Treasury is currently reviewing its strategies for delivery of its services, which includes consideration of whether a move to using 03-prefixed telephone numbers would provide a better value service. DMO also plans to consider this in its next planning round.


Title: Re: Parliamentary update
Post by idb on Mar 14th, 2009 at 2:22am
House of Commons Hansard Written Answers for 02 Mar 2009 (pt 0007)

Departmental Telephone Services

Mr. Graham Stuart: To ask the Secretary of State for Foreign and Commonwealth Affairs what use (a) his Department and (b) service providers under contract to his Department made of (i) 0844 and 0845 telephone numbers and (ii) revenue-sharing telephone numbers for calls from members of the public; for which services such numbers are used; what prefixes are used for revenue-sharing numbers; how much revenue has accrued from revenue-sharing numbers in each of the last five years; what consideration his Department has given to introducing 03-prefixed telephone numbers for calls to all such services; and if he will make a statement. [247342]

Gillian Merron: The Foreign and Commonwealth Office (FCO) has a Travel Advice line (0845 850 28290). The line offers an alternative method for accessing the same travel advice available on the FCO website. In the last six months, 2,642,989 people accessed FCO Travel Advice from the website, 52,251 used the Travel Advice phone line. Calls are charged at the standard rate from a British Telecom line (up to 5p/m) and the FCO receives no financial benefit from the arrangement. We are committed to providing the best possible service to British nationals seeking advice on living and travelling abroad and as part of this ongoing process the introduction of an 03 number will be considered as part of this year's Review of Consular Services.

UKVisas became part of the UK Border Agency International on 1 April 2008. Until that time, UKVisas was part of the FCO. UKVisas did maintain a live 0870 public inquiry line, but this service is not now operational and is unlikely to be used in the future.


Title: Re: Parliamentary update
Post by Dave on Apr 6th, 2009 at 11:38pm
http://www.publications.parliament.uk/pa/cm200809/cmpublic/welfare/090303/pm/90303s01.htm

3 March 2009
Public Bill Committee
Debate on Welfare Reform Bill


[…]

Paul Rowen: […]

The next provision is about monitoring the process. I know that it is common practice for Government Departments and bodies such as Jobcentre Plus to monitor and record phone calls. From my experience of dealing with such issues, recording such calls has made it possible to resolve disputes, so we want that to happen. One slight change is something that I feel strongly about—the use of 0845 numbers. Currently, people who need to phone up to get information about their benefits spend disproportionate amounts of money getting through. The Government are reviewing the use of freefone and 0845 numbers, but the new clause states that such phone calls should be free, so that exercising a claim or dealing with a query does not cost the claimant any money.

[…]

John Robertson: […]

I would like to emphasise the point about those 0845 numbers. As somebody who has worked in the communications business all his life and as chair of the all-party communications group since 2002, I have come across many cases of people who have been ripped off by those numbers. It is important that the Minister allays my fears on this. It is a disgrace that any Government body would use 0845 numbers, particularly when calls from mobiles cost a lot more. The people we try to protect the most are the poor, who are the most inclined to have top-up mobiles. It therefore costs even more for them to phone those telephone numbers. I would look at that.

[…]

Tony McNulty: […]

I take the point that my hon. Friend the Member for Glasgow, North-West made about 0845 numbers, and I believe in the review. I am told—he can tell me later from his telecommunications and telephony experience—that the last nut to crack is 0845 numbers called from mobiles, rather than landlines, and that, with existing technology, one can either continue to offer that service or not—there is no third technological option whereby one can offer the service for free. However, we are exploring the issue, because I agree with the premise of the charter and my hon. Friend’s suggestion that, if people need access to information by phone—mobile or otherwise—from Jobcentre Plus, it should be free. Some customers have said that for routine, snappy information, such as the time of interview and so on, they would far rather receive a quick text. That makes perfect sense, but, by a literal interpretation of the charter, that could not happen, because it says that if they cannot obtain the service by telephone, with all that that implies about telephony being vocal, they can demand a face-to-face service. However, a little text would do, so we cannot draw the provision too narrowly.

[…]

Paul Rowen: As I said, the purpose of the new clause was to stimulate discussion. I am particularly grateful for the Minister’s remarks and sentiments about 0845 numbers, because that is something that I know that the hon. Member for Glasgow, North-West also feels strongly about. I look forward to the Department’s continuing work to establish rights and responsibilities through a charter. I beg to ask leave to withdraw the motion.

Title: Re: Parliamentary update
Post by idb on Apr 7th, 2009 at 12:16am

Dave wrote on Apr 6th, 2009 at 11:38pm:
http://www.publications.parliament.uk/pa/cm200809/cmpublic/welfare/090303/pm/90303s01.htm

[…]

Tony McNulty: […]



http://en.wikipedia.org/wiki/Tony_mcnulty

Expenses controversy

In March 2009, he admitted claiming expenses on a second home, occupied by his parents, which was 8 miles away from his primary residence, after details appeared in the Mail on Sunday.[2] McNulty asserted that the claim was appropriate, but he has ceased claiming the allowances.

Top bloke.

Title: Re: Parliamentary update
Post by idb on Apr 7th, 2009 at 1:43am
House of Commons Hansard Debates for 13 Mar 2009 (pt 0012)

[...]

Astonishing changes are contained in the review; because we started with a blank sheet, it did not have the flavour of clinicians just saying, “This is what we need to do, because we are going to save money this way. The service will then be better.” Often I am sure that that is true, but we addressed the issues that were really important to people. We examined the expensive 0844 numbers to which many GP services have signed up; we were committed to examining how to ensure that people do not have to pay too much to contact their valuable GP services. We wanted to find a way to re-establish good links between Crawley and East Surrey hospital—there used to be a shuttle bus, but sadly it was withdrawn by the acute trust at the time, and that made people extremely angry. The review accepted that that change made people angry, and brought everyone around the table, including the trust, the borough council and county council, to discuss how to re-establish a decent link between the towns in the area and the acute hospital that serves the most-ill patients.

[...]

Title: Re: Parliamentary update
Post by idb on Apr 7th, 2009 at 1:45am
Questions for Oral or Written Answer
beginning on Wednesday 1 April 2009
(the 'Questions Book')

Part 1: Written Questions for Answer on
Wednesday 1 April 2009

Martin Salter (Reading West): To ask the Chancellor of the Duchy of Lancaster, what information his Department holds on the number of Government departments and agencies which require people to dial a premium rate number to contact them; what plans the Government has to replace such use of 0845 numbers with numbers that charge a local or national rate; and if he will make a statement.

Title: Re: Parliamentary update
Post by idb on Apr 7th, 2009 at 1:46am
Questions for Oral or Written Answer
beginning on Tuesday 24 March 2009
(the 'Questions Book')

Part 1: Written Questions for Answer on
Tuesday 24 March 2009

Andrew Selous (South West Bedfordshire): To ask the Secretary of State for Work and Pensions, for what reasons his Department decided to use an 0845 telephone number for queries from applicants for employment and support allowance; what alternatives there are to the service; and if he will make a statement.

Title: Re: Parliamentary update
Post by NGMsGhost on Apr 7th, 2009 at 3:39am

Quote:
I am told—he can tell me later from his telecommunications and telephony experience—that the last nut to crack is 0845 numbers called from mobiles, rather than landlines, and that, with existing technology, one can either continue to offer that service or not—there is no third technological option whereby one can offer the service for free.


So in addition to fiddling his Parliamentary expenses the useless Tony McNulty is still claiming not to have heard of 03 numbers despite them now having existed for over 18 months and now being in widespread everyday use by UK councils and Police forces. :o >:( [smiley=thumbdown.gif]

Title: Re: Parliamentary update
Post by Dave on Apr 7th, 2009 at 12:34pm

NGMsGhost wrote on Apr 7th, 2009 at 3:39am:

Quote:
I am told—he can tell me later from his telecommunications and telephony experience—that the last nut to crack is 0845 numbers called from mobiles, rather than landlines, and that, with existing technology, one can either continue to offer that service or not—there is no third technological option whereby one can offer the service for free.


So in addition to fiddling his Parliamentary expenses the useless Tony McNulty is still claiming not to have heard of 03 numbers despite them now having existed for over 18 months and now being in widespread everyday use by UK councils and Police forces. :o >:( [smiley=thumbdown.gif]

Indeed. This is going from one extreme to the other!

Will DWP be offering free public transport to get to Jobcentres in the same way in would like to introduce free phone calls?

Title: Re: Parliamentary update
Post by NGMsGhost on Apr 7th, 2009 at 12:49pm

Dave wrote on Apr 7th, 2009 at 12:34pm:
Indeed. This is going from one extreme to the other!

Will DWP be offering free public transport to get to Jobcentres in the same way in would like to introduce free phone calls?


Well actually as they make it compulsory to go to the JobCentre every two weeks to sign on to obtain a very meagre level of benefit they surely ought to pay travelling allowance to anyone who lives more than say a mile from the JobCentre.  Otherwise this is clearly unfair to people who live further away from the JobCentre.

Title: Re: Parliamentary update
Post by Dave on May 3rd, 2009 at 9:41pm
House of Commons Hansard Written Answers for 17 Mar 2009 (pt 0015)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm090317/text/90317w0015.htm#09031796000034

Departmental Telephone Services

Mike Penning: To ask the Secretary of State for Work and Pensions pursuant to the answer of 4 March 2009, Official Report, column 1613W, on departmental telephone services, how much revenue was generated by the 0845 numbers used by (a) his Department and (b) its executive agencies for public access services in each of the last three years. [262884]

Jonathan Shaw: DWP and its executive agencies do not receive any revenue from incoming phone calls to 0845 numbers used for public access services.


Lords Hansard text for 20 Apr 200920 Apr 2009 (pt 0013)

http://www.publications.parliament.uk/pa/ld200809/ldhansrd/text/90420w0013.htm#09042043002126

Telephone Numbers
Questions

Asked by Lord Greaves

     To ask Her Majesty's Government what instructions or advice are given to trusts and other organisations in the National Health Service on the use of 0800, 084 and 087 telephone numbers. [HL2569]

The Parliamentary Under-Secretary of State, Department of Health (Lord Darzi of Denham): On 1 April 2005, the department prohibited the use of

20 Apr 2009 : Column WA372

premium rate (0870, 0871, and 09) numbers to contact local National Health Service healthcare services in England, on the basis of excessive cost to patients. This applied to NHS trusts, NHS dentists, NHS opticians and general practitioner practices, including out-of-hours service providers.

This did not include 084 numbers (which were not considered to be “premium rate” at the time). However, the department has written to NHS trusts on several separate occasions since to highlight concerns about the cost to patients of calling 084 numbers, and to reiterate that patients should not be required to pay more than the equivalent cost of dialling a geographic number to contact the NHS.

The department has recently undertaken a public consultation exercise on the use of 084 numbers in the NHS. That consultation ended on 31 March and any action taken as a result of the outcome of the consultation will be announced in due course.

The department has not issued any advice to trusts or other NHS organisations on the use of 0800 numbers.

Asked by Lord Greaves

     To ask Her Majesty's Government what guidance or advice are given to local authorities on the use of 0800, 084 and 087 telephone numbers. [HL2571]

     To ask Her Majesty's Government what instructions or advice are given to Government Offices for the Regions, regional development agencies and regional leaders' boards on the use of 0800, 084 and 087 telephone numbers. [HL2572]

The Parliamentary Under-Secretary of State, Department for Communities and Local Government (Baroness Andrews): The Department for Communities and Local Government has not issued guidance on the use of 0800, 084 and 087 telephone numbers to local authorities.


House of Commons Hansard Written Answers for 21 Apr 2009 (pt 0007)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm090421/text/90421w0007.htm#09042279000087

Government Departments: Telephone Services

Martin Salter: To ask the Chancellor of the Duchy of Lancaster what information his Department holds on the number of Government departments and agencies which require people to dial a premium rate number to contact them; what plans the Government has to replace such use of 0845 numbers with numbers that charge a local or national rate; and if he will make a statement. [268458]

Mr. Watson: The Cabinet Office, through the Contact Council, is currently conducting a survey of the different number types, such as 0845, 0870 or 0800, used by central Government Departments and agencies. Each Department is currently responsible for their own numbering strategy, and it is their responsibility to ensure that all citizens—whatever their incomes—can afford to make contact. The council intends to use the results of its numbering survey to steer a future cross-government approach to the use of phone numbers. Consideration of the use of 0845 numbers, which are defined by Ofcom as “special service basic rate numbers” will form part of this methodology. As far as the Contact Council is currently aware, no central government department operates a premium rate number—defined by Ofcom as a number beginning either ‘090' or ‘091'—and if they do this will be identified during the aforementioned numbering survey.

Title: Re: Parliamentary update
Post by NGMsGhost on May 3rd, 2009 at 10:02pm

Quote:
Mr. Watson: The Cabinet Office, through the Contact Council, is currently conducting a survey of the different number types, such as 0845, 0870 or 0800, used by central Government Departments and agencies. Each Department is currently responsible for their own numbering strategy, and it is their responsibility to ensure that all citizens—whatever their incomes—can afford to make contact. The council intends to use the results of its numbering survey to steer a future cross-government approach to the use of phone numbers. Consideration of the use of 0845 numbers, which are defined by Ofcom as “special service basic rate numbers” will form part of this methodology. As far as the Contact Council is currently aware, no central government department operates a premium rate number—defined by Ofcom as a number beginning either ‘090' or ‘091'—and if they do this will be identified during the aforementioned numbering survey.


Well that should all take them about another five years to complete. By which time the minimum call charge for non bundled calls will no doubt be about £1 per call and the line rental have risen to about £20 per month so that all 084 and 087 numbers are bundled in it.

The Contact Council will then no doubt conclude there is no need to stop using 084/7 numbers. >:( >:( >:(

Title: Re: Parliamentary update
Post by Dave on May 30th, 2009 at 2:44pm
http://www.publications.parliament.uk/pa/cm200809/cmordbk1/90508w01.htm

Questions to the Secretary of State for the Home Department
300
N      Tom Brake (Carshalton & Wallington): To ask the Secretary of State for the Home Department, if she will make it her policy to limit the use by police forces of 0845 non-emergency telephone numbers.
(273826)

Title: Re: Parliamentary update
Post by Dave on Jun 3rd, 2009 at 9:36pm
http://www.scottish.parliament.uk/s3/committees/publicaudit/reports-09/paur09-02.htm

Scottish Parliament
Public Audit Committee Report
SP Paper 196      PAU/S3/09/R2

2nd Report, 2009 (Session 3)

Police call management


30. Whilst consideration was being given to the development of a SNEN, a number of Scottish forces began a process of implementing 0845 numbers for people to use for non-emergency calls. Some work was also undertaken to investigate the possibility of police and local authorities sharing a non-emergency number. This included a review of a project in England and Wales that piloted the use of a 101 number for community safety and antisocial behaviour calls. However, the results of the pilot indicated that the use of this number did not reduce the number of calls to 999 and highlighted that there had previously been an unmet demand for information.

[…]

The development of a non-emergency number
36. The Committee was particularly keen to ascertain what work the Scottish Government was doing to coordinate the use of alternative numbers for non-999 situations. The Committee asked what estimates had been made of the costs of using alternative numbers, both to the forces and central government and to callers. The Committee also raised concerns regarding the use of 0845 numbers, which may be excluded from many phone operators’ inclusive call allowances, thereby raising accessibility implications for callers.

[…]

Oral evidence
39. Scottish Government officials updated the Committee on the forces’ consideration of 0845 numbers for non-emergency calls. Officials also noted that OFCOM is introducing a series of 03 numbers, as an alternative to chargeable 08 numbers. 03 numbers will cost the same as calls to geographic numbers (starting 01 or 02), and be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls. Officials undertook to bring the issues raised by the committee about affordability to the attention of forces and local authorities. The Committee also received an update on the findings of the Home Office 101 project and officials noted that they were in discussion with the Home Office regarding the way forward in Scotland. The Committee noted that 0845 numbers were already in the process of being introduced by forces such as Lothian and Borders and Tayside.

[…]

46. In relation to the prospect of using an 03 or 0800 number, he drew attention to the marketing and re-branding costs that would be incurred given that the majority of Scottish forces have moved or will move to an 0845 number. He noted the extra cost of these options to forces and stated that there was a risk that the change would further confuse the public. In his view, since people rarely call the police and the average call length is only two and a half minutes, the cost of calling the police should not be a significant factor for those with mobile phones.

[…]

52. The Committee is also concerned that the use of 0845 numbers by individual forces has potential to increase the cost of calls to the public as many phone operators exclude these numbers from call allowances.

53. The Committee recommends that there should be a single non-emergency number in use across Scotland which should not be an 0845 or other premium rate number. The Committee calls on the Scottish Government to examine detailed proposals for the introduction of such a number.

[…]

03 or 0800 numbers
The Committee also asked about the use of 03 or 0800 numbers which could address concerns over the potential costs of calling the police from a mobile phone. Mobile phone tariffs are, of course, matters for the telephone companies.

Moving to an 03 or 0800 number would entail additional marketing and re-branding costs for the majority of forces which have already moved, or are in the process of, moving over to 0845 numbers. In addition, forces would bear some of the call charge with 03 numbers but all of it with 0800 (Free phone) numbers. Many forces have already carried out extensive work in marketing their 0845 numbers and consider there is a strong risk that another change would confuse the public in those areas.

Since most people will call the police only rarely and call lengths are generally short (on average two and a half minutes) we do not consider that the cost of calling the police should be a significant factor for those with mobile phones.

[…]

What can the Scottish Government do to drive such work forward at a faster pace?

As mentioned above, these are matters that are best handled by forces themselves. It remains for forces to make their own decisions on whether to adopt an 0845 number or move to an 03 number.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jun 4th, 2009 at 3:45pm
The issue of DWP use of premium rate phone lines was raised at business questions in the Commons today. I will provide a full Hansard reference when it is published tomorrow.

Alan Duncan (Shadow Leader of the House) asked, "may we have a statement from the Secretary of State for Work and Pensions on premium line telephone costs for Jobcentre Plus?"

Harriet Harman (Leader of the House) responded, "I will raise that with the Secretary of State for Work and Pensions ... it is important that we put extra investment into jobcentres. That is why we have put £1.2 billion extra into jobcentres to help people."

James Purnell (or his successor, if his use of taxpayer's money to speculate in the housing market costs him his cabinet position) will have to explain why £1.2 billion has not been adequate to remove the burden of premium telephone charges from claimants using mobiles and non-BT landlines.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jun 5th, 2009 at 9:05am

SilentCallsVictim wrote on Jun 4th, 2009 at 3:45pm:
The issue of DWP use of premium rate phone lines was raised at business questions in the Commons today. I will provide a full Hansard reference when it is published tomorrow.

It appears that Mr Purnell has finally decided that he is unable to serve under a leader who regards certain behaviour as "totally unacceptable" when practised by some, but not by others. Can one assume that Mr Hoon may come to the same conclusion in time.

The Hansard references for yesterday are as follows.

Question from Alan Duncan - Column 392

Answer from Harriet Harman - Column 393

Watch this thread for comments on the new occupants of all relevant ministerial posts.

Title: Re: Parliamentary update
Post by Heinz on Jun 5th, 2009 at 5:57pm

SilentCallsVictim wrote on Jun 5th, 2009 at 9:05am:
Can one assume that Mr Hoon may come to the same conclusion in time.

And he did ............ belatedly.

But, heaven help us all, Broon's bringing the orange South African, Peter Hain (the one who 'forgot' about £100k donations to his campaign for deputy PM) back.

Apparently, it saves money on changing the signs when you can leave the first and last letters in place.

Title: Government changes
Post by SilentCallsVictim on Jun 6th, 2009 at 11:31pm
There is as yet no indication of when the announcement of the new occupants of non-cabinet positions will be made. The relevant changes so far are as follows:

Department of Health - NHS
New Secretary of State - Andy Burnham.
Vacancy at Minister of State (Health Services) to be filled due to promotion of Ben Bradshaw.

Home Office - Police services and others
New Secretary of State - Alan Johnson

Department for Work and Pensions - Jobcentres etc.
New Secretary of State - Yvette Cooper
New Minister of State - Jim Knight

Department for Transport - DVLA
New Secretary of State - Lord Adonis

Department for Communities and Local Government - Local Authorities and others
New Secretary of State - John Denham

Department for Business, Innovation and Skills - Ofcom's telecomms and postal functions
Clarification of where the Ministerial responsibility in the Commons for Consumer Affairs will lie is awaited

Cabinet Office - Government policy and coordination (e.g. Contact Council)
New responsibility as Minister of State - Tessa Jowell. Vacancy due to resignation of Tom Watson

The establishment of a "Domestic Policy Council" which will "publish a prospectus for Britain's future" and "report to the Cabinet weekly" could perhaps provide an opportunity for a coordinated approach to banning use of revenue sharing numbers in the delivery of public services.

Title: Re: Parliamentary update
Post by idb on Jun 7th, 2009 at 1:08am

SilentCallsVictim wrote on Jun 4th, 2009 at 3:45pm:
The issue of DWP use of premium rate phone lines was raised at business questions in the Commons today. I will provide a full Hansard reference when it is published tomorrow.

[...]

James Purnell (or his successor, if his use of taxpayer's money to speculate in the housing market costs him his cabinet position) will have to explain why £1.2 billion has not been adequate to remove the burden of premium telephone charges from claimants using mobiles and non-BT landlines.


http://image.guardian.co.uk/sys-files/Guardian/documents/2009/06/04/James-Purnell-to-Gordon-Brown.pdf

No signs of 0845 numbers on the resignation letter:

From the Secretary of State for Work and Pensions

Caxton House
Tothill Street
London
SW1H 9DA
Telephone
020 3267 5007

Non-premium numbering OK then for head office.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jun 7th, 2009 at 1:24am

idb wrote on Jun 7th, 2009 at 1:08am:
No signs of 0845 numbers on the resignation letter:

The propriety of Mr James Purnell writing a letter in his personal capacity with reference to party political issues using departmental stationery has been raised as a possible theft of a piece of official paper.

Let us hope that his replacement has more concern for necessary public spending than with arguments about providing value for money for customers.



Title: Re: Government changes
Post by Dave on Jun 9th, 2009 at 9:31pm

SilentCallsVictim wrote on Jun 6th, 2009 at 11:31pm:
There is as yet no indication of when the announcement of the new occupants of non-cabinet positions will be made. …

This information is now published on the Number 10 website, although it doesn't mention what each minister's responsibilities are:

http://www.number10.gov.uk/Page19564

At present, Parliament's website only lists members of the Cabinet:

http://www.parliament.uk/mpslordsandoffices/government_and_opposition/hmg.cfm


SCV, what is the difference between Cabinet members and non-Cabinet members? Why are some ministers in the Cabinet and others not?

Title: Re: Parliamentary update
Post by sherbert on Jun 9th, 2009 at 9:56pm
Dave...

All secretaries of state are in the cabinet. i.e. Johnson, Straw, Darling etc.etc. They are the heads of government departments

Ministers of state are the ones below them in each department, and are not members of the cabinet but are in the government.

The cabinet is is usually about 23 or 24

Confusion often arises because sometimes the secretaries of state are mistakingly referred as ministers.

The full list of everyone in the government is here

http://www.number10.gov.uk/Page19564

Title: Re: Government changes
Post by SilentCallsVictim on Jun 10th, 2009 at 1:09am

Dave wrote on Jun 9th, 2009 at 9:31pm:
SCV, what is the difference between Cabinet members and non-Cabinet members? Why are some ministers in the Cabinet and others not?

Apologies for being slow in adding the further relevant information to the forum.
The relevant additional appointments are as follows:
Mike O'Bren has replaced Ben Bradshaw at the DH.
David Hanson has replaced Vernon Crocker at the Home Department with responsibility for Police.
Two junior positions at the Cabinet Office have been lost. One may assume that Angela E. Smith will be taking on Tom Watson's responsibilities.

Without a lengthy essay on how the UK is governed, it can be said that the "government" is a series of officers of the crown appointed by the Queen, selected by the Prime Minister from his supporters in the two Houses of Parliament. Key government policy covering all areas is decided on the basis of "collective responsibility" by a group of senior members of the government, known as the Cabinet.

Whilst there are some odd titles, ministerial rank can generally be determined from the following list in descending order of importance: Secretary of State, Minister of State, Parliamentary Secretary, Parliamentary Under-secretary, Junior Whip. Beyond this, and technically outside government, are Parliamentary Private Secretaries who are the unpaid bag-carriers for senior ministers.

Prior to the latest reshuffle there were around 140 government jobs filled by around 120 people (MPs and peers). All these "secretaries" and not one with a decent shorthand speed!

Title: Re: Parliamentary update
Post by redant on Jun 12th, 2009 at 9:41pm
Interesting to note that the Times today gave details of the telephone numbers for all of the government departments.  The only department NOT having a geographic number for contact was: Children, Schools & Families, Ed Balls department. Contact number for his department was listed as 0870-0012345.  Not much hope should he ever manage to get Gordon's job.  

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jun 18th, 2009 at 12:01am
Some recent written answers on the familiar topic of public sector use of revenue sharing numbers:

Although mentioned elsewhere EDM 1576 is worth noting here.

Title: Re: Parliamentary update
Post by Dave on Jul 2nd, 2009 at 12:31pm
Source: Scottish Parliament

http://www.scottish.parliament.uk/s3/committees/publicAudit/papers-09/paup09-10.pdf

PUBLIC AUDIT COMMITTEE
AGENDA
10th Meeting, 2009 (Session 3)
Wednesday 20 May 2009

35. The Committee endorses the Auditor General for Scotland’s recommendation that the Scottish Government should work with the relevant agencies to explore the potential for increased efficiencies [with respect to 999 calls] through improved partnership working and shared services.

The Scottish Government accepts this recommendation and will continue to explore the potential for increased efficiencies. We have set up a 999 Issues in Scotland Group consisting of representatives from ACPOS, the Chief Fire Officers Association Scotland, the Scottish Ambulance Service, BT, Cable & Wireless, Global Crossing and the Scottish Government which will, amongst other tasks, look at areas where working in partnership could improve the service to the public.

51. The Committee believes that the development of improved access to police services in non-emergency situations requires a consistent national approach and a greater degree of leadership from the Scottish Government.

52. The Committee is also concerned that the use of 0845 numbers by individual forces has potential to increase the cost of calls to the public as many phone operators exclude these numbers from call allowances.

53. The Committee recommends that there should be a single non-emergency number in use across Scotland which should not be an 0845 or other premium rate number. The Committee calls on the Scottish Government to examine detailed proposals for the introduction of such a number.

The Scottish Government agrees that there is potential for improved access to non-emergency services and recognises that the use of 0845 numbers sometimes results in increased costs for the caller. However, for reasons already stated in written and oral evidence to the Committee, the Scottish Government does not accept that a single non-emergency number across Scotland is the answer.

To be effective, a non-emergency number would need to bring together many agencies beyond the eight Scottish police forces. For example, many of the non-emergency calls currently received by forces actually relate to issues proper to local authorities. The Scottish Government considers that the funding and organisational change needed to install an effective national single non-emergency number of this sort would not be justified by the possible benefits. That said, Ministers entirely accept the importance of improving access to public services through a more joined up response. Rather than seeking to impose a “one size fits all” approach, the Scottish Government’s Concordat with local government encourages local authorities and forces to identify local solutions that fit best with the geography, structures and pressures of their particular area.

With respect to the suggestion that 0845 numbers increase the cost of calls to the public, we recognise that calling an 0845 number can be more expensive than calling a local number or an 0300 number. Against this, most people call the police rarely and call lengths are generally short (on average, two and a half minutes.) We therefore think that the cost of calls should be one factor amongst several that forces should consider in regular reviews of their call management arrangements; other factors would include marketing and re-branding costs, the risk of confusion through changing numbers and contingency planning in the case of the force call centre being unavailable.

We are aware that different forces are currently using different approaches. Although most forces are using an 0845 number for non-emergency calls, Central Scotland Police and Strathclyde Police continue to use a range of local numbers across the force area while Tayside Police moved to an 0300 number in March. For the reasons stated above, we are content with forces adopting approaches which best fit local conditions and meet the needs and expectations of the public in that particular force area.

Title: Re: Parliamentary update
Post by Dave on Jul 2nd, 2009 at 12:54pm
House of Commons Hansard Written Answers for 16 Jun 2009 (pt 0013)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm090616/text/90616w0013.htm#09061657000087

UK Border Agency: Telephone Services

John Battle: To ask the Secretary of State for the Home Department if he will allocate an 0300 telephone prefix to the UK Border Agency's telephone numbers in order to reduce the cost of telephone calls to mobile telephone users; and if he will estimate the likely level of savings to (a) his Department and (b) service users of introducing such a change. [278374]

Mr. Woolas: The agency is currently reviewing moving all of its main contact centre numbers to 0300 numbers and has recently transferred its Sponsorship and Employer Helpline to an 0300 number.

From 1 August 2009 changes to 0870 numbers will come into effect. Ofcom has ruled that the cost to a caller of making an 0870 call must be the same as an 0300 call. UKBA callers will therefore be charged the same irrespective of whether they call an 0870 or an 0300 number from 1 August 2009.


16 Jun 2009 : Column 199W

The actual cost to the caller will depend upon their agreement with their service provider according to their geographic 01 or 02 rates, whether they call from a mobile or a landline.

The UK Border Agency does not receive revenue from 0870 or 0300 numbers.


Where do they get this rubbish from? Ofcom has not determined that 0870 must be charged as per 01/02/03 numbers, just that if not then providers should ensure that their customers are informed of the charges.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Oct 28th, 2009 at 3:41pm
This thread does not seem to have returned from the summer recess!

To keep up to date with relevant references in parliament, I have subscribed to a RSS feed from TheyWorkforYou.com, which provides me with detail whenever certain keywords are mentioned in Hansard.

For the benefit of members and others, I flag relevant items in Google Reader and make them public.

My selections are free to view at this URL.

The format (including US dates) is not customisable and the sequence is a little odd for the backlog that I have collected. In time I may do better with this. A similar technique is used for links to media coverage alongside my blogs.

I will be happy to handle simple questions about RSS feeds by PM or email.


The latest item, top of the list at present, is worthy of comment.

This written answer contains an admission and defence of use of revenue sharing numbers in connection with 3 chargeable helpline services: The Land Registry telephone service, HM Courts Service (Bulk Centre Helpdesks) and The Legal Services Commission (Community Legal Advice Helpline).

These services are provided on the basis that they offer "value for money". Where services are offered for a fee, it is normal for the terms to be clearly declared to potential users in advance. Someone may wish to look into this further.

Title: Re: Parliamentary update
Post by Dave on Dec 2nd, 2009 at 9:58pm
House of Commons Hansard Written Answers for 01 July 2009 (pt 0004)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm090701/text/90701w0004.htm#09070169000006

Revenue and Customs: Telephone Services

Mr. Oaten: To ask the Chancellor of the Exchequer what the average waiting time for a caller to each of HM Revenue and Customs 0845 telephone numbers was in each of the last 12 months; how much the average call to such an 0845 number cost the caller in each of those months; and how many callers received a recorded message telling them to call back later after having been put on hold in each of those months. [280653]

Mr. Timms [holding answer 18 June 2009]: HMRC has in excess of 200 different 0845 numbers and cannot therefore provide waiting times for each of these numbers. The majority of calls to HMRC are centrally managed through contact centres and the performance data for these calls are aggregated by each tax/head of duty. In the last 12 months, customers calling the main lines of business waited, on average, the following minutes and seconds before their call was answered by an adviser.

Follow the link to view the table


House of Commons Hansard Written Answers for 16 Sep 2009 (pt 0004)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm090916/text/90916w0004.htm#09091614000043

Government Departments: Telephone Services

Tom Brake: To ask the Minister for the Cabinet Office if she will meet representatives of mobile telephone companies to discuss reducing the cost of calling Government services from a mobile telephone. [283824]

Mr. Byrne: I have been asked to reply.

The Government recognise that the issue of fair and easy access to public services is a very important one, and the Cabinet Office has already worked with Ofcom
16 Sep 2009 : Column 2208W
to establish the 0300 telephone number range which offers a fairer tariff regardless of the line from which citizens call (including mobiles).

The Cabinet Office, through the Contact Council, is currently conducting a comprehensive survey of the different number types, such as 0845, 0870 or 0800, used by central Government Departments and agencies, including consideration of their mobile telephone access. The Council intends to use the results of its survey to steer a future cross-Government approach to the use of phone numbers that ensures fair and easy access to public services for all, especially the most vulnerable and disadvantaged. Officials leading this work are already engaging with mobile telephone providers. A meeting with Ministers may be appropriate once the Council's research is complete.


House of Commons Hansard Written Answers for 12 Oct 2009 (pt 0169)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091012/text/91012w0169.htm#09101444000092

NHS: Telephone Services

Mr. Stephen O'Brien: To ask the Secretary of State for Health when the results of his Department's consultation on the use of 0845 telephone numbers by the NHS will be published. [289568]

Mr. Mike O'Brien: The results of the Department's public consultation on the use of 084 numbers in the national health service were announced on 14 September 2009. The Department's response to the consultation is available on the ‘consultations’ section of the Department's website at:

     www.dh.gov.uk/en/Consultations/Responsestoconsultations/index.htm

A copy has been placed in the Library.


House of Commons Hansard Debates for 14 Oct 2009 (pt 0009)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091014/debtext/91014-0009.htm

Mr. David Willetts (Havant) (Con): […]

14 Oct 2009 : Column 330

[…]

Fifthly—this is an area where the Department is adding insult to injury—will the Minister confirm that the main helpline number being used by students and their parents to get information is an 0845 number? Will he confirm that there are no numbers other than the 0845 number, and will he confirm that this is contrary to Ofcom guidance, which recommends that public bodies should not use such numbers exclusively? Will he tell us how much money is being made by the Student Loans Company obliging people to use an 0845 number and then leaving them hanging on, sometimes for a very long time?


House of Commons Hansard Written Answers for 16 Oct 2009 (pt 0025)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091016/text/91016w0025.htm#0910169000184

Revenue and Customs: Telephone Services

Mr. Oaten: To ask the Chancellor of the Exchequer how many people would pay (a) more, (b) less and (c) the same for calls to HM Revenue and Customs helplines with 0845 prefixes if they were changed to numbers with 0300 prefixes. [293637]

Mr. Timms: HM Revenue and Customs does not hold this information. The cost of calls to 0845 and other non geographical numbers is dependent on several factors. Calls are charged to the customer based on the tariff arrangements they have with their service provider, the device they use for the call and the location from which they call. There are therefore many hundreds of variations of call costs.

Title: Re: Parliamentary update
Post by Dave on Dec 2nd, 2009 at 10:00pm
House of Commons Hansard Written Answers for 20 Oct 2009 (pt 0022)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091020/text/91020w0022.htm#09102066000079

Telephone Services

Mark Williams: To ask the Minister for the Cabinet Office what the Government's policy is on call charges by Government Departments for hon. Members for use of a telephone hotline on behalf of their constituents; and if she will make a statement. [292831]

Angela E. Smith: There are currently no plans to consider special charging arrangements for Members of Parliament calling government service providers on behalf of constituents.


House of Commons Hansard Written Answers for 28 Oct 2009 (pt 0008)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091028/text/91028w0008.htm#09102838000021

Departmental Telephone Services

Mr. Oaten: To ask the Secretary of State for Foreign and Commonwealth Affairs how many helplines his Department operates; and how much his Department has received from the operation of such helplines in each of the last three years. [294980]

Chris Bryant: The Foreign and Commonwealth Office (FCO) operates a travel advice telephone information line and does not receive any financial gain from this service.

In addition, in a consular crisis overseas the FCO can release an emergency telephone number for members of the public to use to report the possible involvement of friends or relatives. The FCO does not charge for this service.


House of Commons Hansard Written Answers for 28 Oct 2009 (pt 0010)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091028/text/91028w0010.htm#09102838000047

Departmental Telephone Services

Mr. Oaten: To ask the Secretary of State for Culture, Media and Sport if he will consider the merits of securing accreditation of his Department's helplines to the Helplines Association's quality standard; and if he will make a statement. [295728]

Mr. Simon: My Department does not directly operate any helplines.


House of Commons Hansard Written Answers for 28 Oct 2009 (pt 0022)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091028/text/91028w0022.htm#09102848000007

Departmental Telephone Services

Mr. Oaten: To ask the Secretary of State for Health if he will consider the merits of securing accreditation of his Department's helplines to the Helplines Association's quality standard; and if he will make a statement. [295723]

Phil Hope: The Department's Communications Directorate 0800 helpline numbers are accredited, when it is considered appropriate, with The Helplines Association via the Central Office of Information who manage them on our behalf.

Information on any other telephone services that may be run on behalf of the Department is not held centrally and cannot be provided except at disproportionate cost.


House of Commons Hansard Written Answers for 03 Nov 2009 (pt 0002)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091103/text/91103w0002.htm#091103148000024

Departmental Telephone Services

Mr. Oaten: To ask the Secretary of State for Environment, Food and Rural Affairs how many helplines his Department operates; and how much his Department has received from the operation of such helplines in each of the last three years. [294979]

Dan Norris: DEFRA operates one general helpline from which it receives no income.

Animal Health and the Rural Payments Agency, both Agencies of DEFRA, operate the Pets Travel Scheme Helpline and the British Cattle Movement Service Helpline respectively and receive no income from them.


House of Commons Hansard Written Answers for 03 Nov 2009 (pt 0005)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091103/text/91103w0005.htm#091103161000013

Departmental Telephone Services

Mr. Oaten: To ask the Secretary of State for Work and Pensions how many helplines her Department operates; and how much her Department has received from the operation of such helplines in each of the last three years. [294987]

Jim Knight: The Department for Work and Pensions (DWP) has 10 main customer contact numbers, which we think could be considered 'helplines'.

DWP does not receive any revenue from incoming phone calls. All call charges are levied by the caller's telephone or mobile service provider.

DWP ceased to receive a rebate on 0845 numbers in 2007. Prior to this, the revenue from 0845 calls was approximately £500,000 per year. We do not hold any more detailed information on this rebate.

3 Nov 2009 : Column 817W

Annette Brooke: To ask the Secretary of State for Work and Pensions what representations she has received on changing the charging arrangements for helplines operated by her Department and its agencies to allow mobile telephone users to contact such helplines without incurring additional costs; and if she will make a statement. [295467]

Jim Knight [holding answer 26 October 2009]: Over the course of the year, representations have been received from other Members of Parliament, on similar issues, such as the cost of 0845 numbers to customers using mobile phones to contact the Department for Work and Pensions. All of these have been answered fully and are available on record.

Additionally, DWP's Permanent Secretary was asked to comment on the CAB publication, “Hung Up—The Cost of Contacting Government from a Mobile Phone” A response was provided as requested.

Title: Re: Parliamentary update
Post by Dave on Dec 2nd, 2009 at 10:02pm
House of Commons Hansard Written Answers for 03 Nov 2009 (pt 0012)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091103/text/91103w0012.htm#091103161000045

Departmental Telephone Services

Mr. Oaten: To ask the Secretary of State for Communities and Local Government how many help lines his Department operates; and how much his Department and its predecessor have received from the operation of such help lines in each of the last three years. [294975]

Barbara Follett: The Department for Communities and Local Government do not have a specific helpline. However, it does have a public inquiry line which is a contracted non-automated service. Calls to this line are charged at national rates and no income is derived by the Department from these calls.

Mr. Oaten: To ask the Secretary of State for Communities and Local Government if he will consider the merits of securing accreditation of his Department’s helplines to the Helplines Association’s quality standard; and if he will make a statement. [295729]

Barbara Follett: The Department for Communities and Local Government does not have any plans to secure accreditation of its telephone information lines to the Helplines Association’s quality standard. At present, the Department has no helplines although it does have a public inquiry service which responds to general inquiries made to the Department. However, we are continually seeking to improve the levels of service we provide to the public, and will investigate the benefits of such accreditation.


House of Commons Hansard Written Answers for 03 Nov 2009 (pt 0015)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091103/text/91103w0015.htm#091103161000073

Departmental Telephone Services

Mr. Oaten: To ask the Secretary of State for the Home Department if he will consider the merits of securing accreditation of his Department’s helplines to the Helplines Association’s quality standard; and if he will make a statement. [295722]

Mr. Woolas: The Home Office Department has already rationalised many of its helplines and are moving to ensure that call costs to its helplines are free or are kept to a minimum. The Department seeks to align its telephony services to the guidance and rules set out by Ofcom, the communications regulator which answers to Parliament but is independent of Government. Ofcom is tasked with making sure that people in the UK get the best from their communications services and has a general duty to further the interests of citizens and of consumers.

We also work closely with the Central Office of Information (COI) which is the Government’s centre of excellence for marketing and communications to ensure our telephone services are in line with industry standards and are aligned to the quality and service standards of other Government Departments.

We will continue to seek ways to improve our telephony services and will consider the merits of the Helpline Association’s standards as well as other associations or bodies to ensure we strive to deliver a communications service (including telephony) that meets the public need.


House of Commons Hansard Written Answers for 03 Nov 2009 (pt 0037)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091103/text/91103w0037.htm#09110418000011

Departmental Telephone Services

Mr. Oaten: To ask the Secretary of State for Children, Schools and Families if he will consider the merits of securing accreditation of his Department's helplines to the Helplines Association's quality standard; and if he will make a statement. [295730]

Ms Diana R. Johnson: All of the DCSF telephone help lines on which we hold information centrally were contracted through COI (Central Office of Information).

All DCSF help lines run through the COI Framework have one or more of the following accreditations: Contact Centre Association (CCA), COPC (Customer Operations Performance Centre) and/or Customer Excellence. It is also mandatory for them to either have or be planning to attain (in the next 12 months) the standards ISO9001 (quality management) and the ISO27001 (information security).

There are no plans to use the Helpline Association's quality standard.


House of Commons Hansard Written Answers for 09 Nov 2009 (pt 0004)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091109/text/91109w0004.htm#09110935000010

Departmental Telephone Services

Mr. Oaten: To ask the Minister for the Olympics how many helplines the Government Olympic Executive operates; how much revenue it has received from the operation of such helplines in each of the last three years; if she will consider the merits of securing the accreditation of such helplines to The Helplines Association’s quality standard; and if she will make a statement. [298395]

Tessa Jowell: The Government Olympic Executive does not operate any helplines.

Title: Re: Parliamentary update
Post by Dave on Dec 2nd, 2009 at 10:04pm
House of Commons Hansard Written Answers for 09 Nov 2009 (pt 0023)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091109/text/91109w0023.htm#09110957000084

Telephone Services

Mark Williams: To ask the Secretary of State for Work and Pensions what her Department's policy is on call charges for hon. Members for use of a telephone hotline on behalf of their constituents; and if she will make a statement. [292830]

Jim Knight: In Jobcentre Plus (part of the DWP) district managers are in regular contact with their local MPs in order to offer the personal assistance they need. Any hon. Member with a query about any benefits should contact the Jobcentre Plus district manager who has overall responsibility for the service to local residents. This service is provided through the district manager's office using geographic numbers and will give hon. Members effective support for a range of different queries. Jobcentre Plus will offer a call back service should any MP express their concerns in respect of charges.

The Pension, Disability and Carers Service provide a dedicated telephone service for the express use of Members of Parliament who require information on pensioner or disability and carer-related matters. The helpline numbers are 0113 232 4279 (Pensions) and 01253 333233/333533 (Disability/Carers), both geographic numbers. PDCS will also offer a call back service should any MP express their concerns in respect of charges.


There we have it; MPs get preferential treatment from the Government. Mr Knight even explicitly states that these are geographical numbers. But Joe Public looking for a job must ring a covert premium number. :-X  >:(


House of Commons Hansard Written Answers for 11 Nov 2009 (pt 0049)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091111/text/91111w0049.htm#0911126004110

Mr. Oaten: To ask the Secretary of State for Work and Pensions if she will estimate the cost to her Department of changing its main benefit claim 0845 telephone numbers to 0300 numbers. [294045]

Jim Knight [holding answer 19 October 2009]: The Department uses 0800 numbers for its main benefit claims, and not 0845 numbers, and the Department's policy is that calls to 0800 numbers should be free. The Department has not therefore estimated the costs of changing its 0800 main benefits claims numbers to 0300 numbers.


House of Commons Hansard Written Answers for 12 Nov 2009 (pt 0039)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091112/text/91112w0039.htm#0911136000272

Jobcentre Plus: Telephone Services

Jeff Ennis: To ask the Secretary of State for Work and Pensions what the charge per minute is of a telephone call to Jobseekers Direct from (a) at BT landline, (b) a landline operated by another provider and (c) a mobile telephone; and which organisation holds the contract for operating the Jobseekers Direct telephone service on behalf of Jobcentre Plus. [298961]

Jim Knight: The Department’s strategy is that calls to claim benefit should be free to a customer so it uses 0800 freephone numbers for these calls. For calls for other reasons, including Jobseekers Direct, which typically take less time to resolve, the Department uses 0845 numbers.

12 Nov 2009 : Column 786W

BT, the largest landline provider, does not charge for 0845 calls where the customer has a call plan and the call is made within the call plan times. Where this is not the case, charges are typically in the range of 2p to 4p per minute.

From landlines operated by other providers, research carried out earlier this year shows a range of charges varying from ‘free’ to 7p per minute.

For calls to 0845 numbers from mobiles, research carried out earlier this year shows charges are typically in the range of 10p to 40p per minute, depending on the package chosen. These rates can vary as mobile providers change their charging policy.

Title: Re: Parliamentary update
Post by Dave on Dec 2nd, 2009 at 10:05pm
House of Commons Hansard Written Answers for 12 Nov 2009 (pt 0072)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091112/text/91112w0072.htm#0911162000178

Departmental Telephone Services

Mr. Oaten: To ask the Secretary of State for the Home Department how many helplines his Department operates; and how much his Department has received from the operation of such helplines in each of the last three years. [294982]

Mr. Woolas: The information is as follows:

Home Office

The core Home Office does not operate any helplines. However, a number of Home Office business areas fund or contribute to the running of helplines via third sector partners and external groups but do not receive any revenue from these arrangements.

Identity and Passport Service

There are currently five Identity and Passport Service (IPS) helplines which all use 0300 numbers. The amount of revenue IPS received from the 0870 services in the years before IPS changed to 0300 numbers is given in the following table.

12 Nov 2009 : Column 938W

Criminal Records Bureau

The Criminal Records Bureau (CRB) has six helplines which use 0870 numbers. The CRB does not receive any income from non-geographical contact telephone numbers.

UK Border Agency

The agency is currently reviewing moving all of its main Contact Centre numbers to 0300 numbers and has recently transferred its Sponsorship and Employer Helpline to 0300. Information about numbers and revenue is given in the table.

Follow the link to view the table


House of Commons Hansard Written Answers for 12 Nov 2009 (pt 0076)

http://www.publications.parliament.uk/pa/cm200809/cmhansrd/cm091112/text/91112w0076.htm#0911162000218

Telephone Services

Mark Williams: To ask the Secretary of State for the Home Department what his Department’s policy is on call charge rates for hon. Members for use of a telephone hotline on behalf of their constituents; and if he will make a statement. [292832]

Mr. Woolas: The Home Office does not have a specific policy on call charges for hon. Members for use of and telephone helpline on behalf of constituents.

To minimise the cost of calls made to Home Office hotlines wherever possible, we align our telephony services to the guidance and rules set out by Ofcom.

We also work closely with the Central Office of Information (COI) which is the Government’s centre of excellence for marketing and communications to ensure our telephone services are in line with industry standards and are aligned to the quality and service standards of other Government Departments.


House of Commons Hansard Written Answers for 24 Nov 2009 (pt 0007)

http://www.publications.parliament.uk/pa/cm200910/cmhansrd/cm091124/text/91124w0007.htm#09112458000008

Mark Hunter: To ask the Minister of State, Department for Business, Innovation and Skills what recent estimate Ofcom has made of the average waiting time before speaking to a person when calling telephone numbers with  (a) 0844,  (b) 0845,  (c) 0870 and  (d) 0871 prefixes; and if he will make a statement. [300851]

Mr. Timms: The matter raised is the responsibility of the independent regulator, the Office of Communications (Ofcom), which is accountable to Parliament rather than Ministers. Accordingly, I have asked the chief executive of Ofcom to reply directly to the hon. Member. Copies of the chief executive's letter will be placed in the Libraries of the House.

Mark Hunter: To ask the Minister of State, Department for Business, Innovation and Skills what recent estimate Ofcom has made of profit made by
24 Nov 2009 : Column 77W
operators of lines with numbers with (a) 0844, (b) 0845, (c) 0870 and (d) 0871 prefixes in each of the last five years; and if he will make a statement. [300852]

Mr. Timms: The matter raised is the responsibility of the independent regulator, the Office of Communications (Ofcom), which is accountable to Parliament rather than Ministers. Accordingly, I have asked the chief executive of Ofcom to reply directly to the hon. Member. Copies of the chief executive's letter will be placed in the Libraries of the House.

Title: Re: Parliamentary update
Post by Dave on Dec 2nd, 2009 at 10:06pm
House of Commons Hansard Written Answers for 26 Nov 2009 (pt 0012)

http://www.publications.parliament.uk/pa/cm200910/cmhansrd/cm091126/text/91126w0012.htm#09112639000024

Mark Hunter: To ask the Minister of State, Department for Business, Innovation and Skills what recent assessment he has made of the effectiveness of measures to regulate telephone numbers with  (a) 0844, (b) 0845,  (c) 0870 and  (d) 0871 prefixes; and if he will make a statement. [300850]

Mr. Timms: The Government have made no recent assessments as the independent regulator Ofcom has responsibility for telephone numbers in the UK.

Ofcom, in 2006, strengthened its price publication rules, requiring operators to make it easier for consumers to find out about the cost of calling 08 numbers. Operators are now required to state maximum charges for calls to 08 numbers in promotional material and also to specify whether 08 calls are included in call packages.

Calls to 0845 numbers are often charged at a small premium from fixed networks. For instance, BT's maximum charge for an 0845 call is 3.867p per minute (including VAT) but most BT customers pay no more than 1.9p per minute. There are also signs that competition is exerting downward pressure on prices. Earlier this year, BT included 0845 in its calling plans on the same basis as 01, 02 and 03 numbers and at least one other operator has since followed BT's lead.

Title: Re: Parliamentary update
Post by idb on Dec 17th, 2009 at 12:22am
House of Commons Hansard Written Answers for 15 Dec 2009 (pt 0035)

Departmental Telephone Services

Mark Lazarowicz: To ask the Secretary of State for the Home Department how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305206]

Mr. Woolas: A number of Home Office business areas operate directly, fund or contribute to the running of telephone lines using 0870, 0845 and 0800 numbers via third sector partners and external groups.

Details of the operation of these telephone lines are not kept centrally. It is therefore not possible to provide information requested about the number of calls received in the last 12 months.

A breakdown of telephone lines is as follows:

Home Office headquarters

Home Office headquarters does not operate any telephone lines directly.

Identity and Passport Service

There are currently five Identity and Passport Service (IPS) telephone lines which all use 0300 numbers.


UK Border Agency

The UK Border Agency has a total of 12 telephone lines, six of which operate on 0870, 0845, 0800 and the remaining six operate on local or 0300 numbers.

Criminal Records Bureau

The Criminal Records Bureau (CRB) has six telephone lines which use 0870 numbers.

The Home Office has undergone an exercise to rationalise its telephone line numbers. Many of its current telephone lines use the 03 prefix where the cost of the call, including those made from a mobile phone, is the same as a standard landline with an 01 or 02 code but not linked to a specific geographic area.

Until January 2009, all calls to 0845 numbers were charged at the local rate by all providers. BT announced that calls from BT lines to these numbers are now free. Ofcom has also ruled that from one August 2009 the cost of 0870 must be the same as an 0300 call.

Title: Re: Parliamentary update
Post by idb on Dec 17th, 2009 at 12:23am
House of Commons Hansard Written Answers for 15 Dec 2009 (pt 0019)

Departmental Telephone Services

Mark Lazarowicz: To ask the Secretary of State for Foreign and Commonwealth Affairs how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305213]

Chris Bryant: None.

Title: Re: Parliamentary update
Post by idb on Dec 17th, 2009 at 12:24am
House of Commons Hansard Written Answers for 14 Dec 2009 (pt 0049)

Departmental Telephone Services

Mark Lazarowicz: To ask the Chancellor of the Exchequer how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305216]

Sarah McCarthy-Fry: HM Treasury operates and funds the following telephone lines:


Prefix      Lines operated and funded      Local rate alternative available      Calls in last 12 months

0870
     

0
     

n/a
     

n/a
                 

0845
     

1
     

Yes
     

23,250
     

1
     

Yes
     

38,625
                 

0800
     

1
     

n/a
     

(1)-
(1) Available only at disproportionate cost

Title: Re: Parliamentary update
Post by idb on Dec 17th, 2009 at 12:26am
House of Commons Hansard Written Answers for 14 Dec 2009 (pt 0037)

Departmental Telephone Lines

Mark Lazarowicz: To ask the Secretary of State for Justice how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305210]


Mr. Wills: The Department's telecoms services are provided through contracts with external service providers. The majority of these services are managed within individual business areas and detailed management information is not collated centrally.

Following de-regulation of the telecoms industry, many Telecommunications Companies offer call packages which have inclusive calls, though in most cases 0800/0845 number are not covered. This means that charges paid by the caller to prefix 08 numbers are set by each phone company individually, with charges varying accordingly, especially when the call originates from a UK mobile or non-UK number.

From the records held centrally, the Department operates 52 0845 numbers and 25 0800 telephone numbers to provide a range of services. There is no record of any 0870 numbers being used for public access to services.

Some prefix 08 numbers could also be considered to be sponsored by the Department, as it pays for some of the cost to the caller. However, the amount would differ depending on the relevant tariffs in a caller's specific call plan.

In 2008-09, call volumes to 18 0845 numbers used by Her Majesty's Courts Service Bulk Payment Centre totalled 789,000.

Details of call volumes to other individual numbers, and any additional alternative exchange numbers that may be in use, is not collated centrally, and could be provided only at disproportionate cost.

As part of providing a cost-effective service to its users, the Department considers ways to make service users aware of the possibility that cheaper call options could be available. For instance, Her Majesty's Courts Service Bulk Payment Centre publish alternative exchange numbers for 18 0845 numbers on their web pages. This allows customers to choose which number to call, depending on their call plan. Charges vary, especially when the call originates from a UK mobile or non-UK number.

Title: Re: Parliamentary update
Post by idb on Dec 17th, 2009 at 12:28am
House of Commons Hansard Written Answers for 14 Dec 2009 (pt 0008)

Departmental Telephone Services

Mark Lazarowicz: To ask the Secretary of State for Northern Ireland how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305215]

Paul Goggins: The requested information is set out in the following table. It is applicable to the Northern Ireland Office (NIO) core Department only.

     Operate or sponsor      Call received to number in the last 12 months      Alternative number charged at the BT local rate available

Telephone lines with prefix 0870
     

-
     

-
     

-
                 

Telephone lines with prefix 0845
                 

Phoneline for Perpetrators of Domestic Violence 0845 1228608
     

National Phoneline is sponsored by Home Office for service for England and Wales. NIO sponsors service for NI callers
     

31 calls received from NI residents (during period 1 October 2008 to 30 September 2009 i.e. period for which stats are available)
     

No

Mentally Disordered Victim Information Scheme 0845 6025488
     

NIO
     

Less than 10 call per year
     

No
                 

Telephone lines with prefix 0800
                 

24 Hour Domestic Violence Helpline 0800 9171414
     

NIO sponsors in partnership with DHSSPS and NIHE
     

30,054 calls (during period 1 October 2008 to 30 September 2009 i.e. period for which stats are available)
     

No

Title: Re: Parliamentary update
Post by idb on Dec 17th, 2009 at 12:29am
House of Commons Hansard Written Answers for 14 Dec 2009 (pt 0026)

Departmental Telephone Services

Mark Lazarowicz: To ask the Secretary of State for Health how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305205]

Phil Hope: The Department's Communications Directorate currently maintains no '0870' phone numbers but runs or promotes four '0845' phone numbers and 188 '0800' phone numbers.

Information on any other telephone services that may be run on behalf of the Department is not held centrally and cannot be provided except at disproportionate cost.

Records on the number of calls to individual numbers over the period requested are not available. Many of the numbers are received by the same campaign call centre and to collate records for individual phone numbers would incur disproportionate costs.

There are no alternative numbers available.

Title: Re: Parliamentary update
Post by idb on Dec 17th, 2009 at 12:31am
House of Commons Hansard Written Answers for 10 Dec 2009 (pt 0006)

Departmental Telephone Services

Mark Lazarowicz: To ask the Secretary of State for International Development how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305214]

Mr. Michael Foster: The Department for International Development (DFID) has one telephone number with the prefix 0845. This is used by the Department's Public Enquiry Point in our office in Scotland. DFID pay a fixed annual fee for this telephone line which includes rental and all outgoing call charges. This line is managed via the Governments Management Telecoms Service and DFID does not receive any payment for calls made to this number. Calls to this number are charged at the local rate.

DFID does not keep a record of calls made to the 0845 number, this information would need to be specifically requested from our supplier.

DFID do not have any telephone lines with the prefix 0800 or 0870.

Title: Re: Parliamentary update
Post by idb on Dec 17th, 2009 at 12:32am
House of Commons Hansard Written Answers for 08 Dec 2009 (pt 0003)

Departmental Telephone Services

Mark Lazarowicz: To ask the Secretary of State for Culture, Media and Sport how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305219]


Mr. Simon: My Department operates one of these, an 0800 number, and 1,422 calls were made to that number in last 12 months. No alternative number charged at the BT local rate is available as it is not necessary.

Title: Re: Parliamentary update
Post by Ih8Gordon on Dec 26th, 2009 at 12:24pm
I just wanted to add my voice of protest.  I am absolutely fuming about the spawning of these special numbers which inflate my BT telephone bill.  Trying to stay ahead of the game these days is full time exercise - even the government is out to prey on the unwary.  I am delighted to hear that Vince Cable is taking up the cause - doesn't surprise me - I'll be voting for him at the next election.  

Title: Re: Parliamentary update
Post by irrelevant on Dec 26th, 2009 at 10:20pm

idb wrote on Dec 17th, 2009 at 12:22am:
Until January 2009, all calls to 0845 numbers were charged at the local rate by all providers. BT announced that calls from BT lines to these numbers are now free.


Sigh ....  [smiley=rolleyes.gif]

Title: Re: Parliamentary update
Post by Dave on Dec 27th, 2009 at 4:47pm
House of Commons Hansard Written Answers for 16 Dec 2009 (pt 0033)

http://www.publications.parliament.uk/pa/cm200910/cmhansrd/cm091216/text/91216w0033.htm#0912179000026

Government Departments: Telephone Services

Mr. Oaten: To ask the Minister for the Cabinet Office what responses the Contact Council received to the enquiries which it made of each Government Department in June 2009 on departments' plans for using 030 numbers in place of 084 numbers for helplines; and if she will make a statement. [302367]

Tessa Jowell [holding answer 30 November 2009]: The Contact Council has not directly asked departments to outline their plans for using 030 numbers in place of 084 numbers for helplines. It has, however, issued to all Contact Council members (representatives of central departments, local authorities and other bodies) a clarification statement on telephone number ranges in May this year. This statement explained the characteristics of the 084, 087 and 03 number ranges so that central departments in particular might make their own informed choice about which range(s) best meets the needs of all their customer groups.

16 Dec 2009 : Column 1256W

Specifically in connection with this statement, the Council asked its central department representatives to confirm whether they retain any additional revenue as a result of using 084/087 numbers and to outline which ranges (not necessarily 03) best suit the services they provide to their customers.

Most major customer facing departments have answered these questions, and the remaining departments is in process of doing so. Once the outstanding response has been received the Council will analyse all response with a view to recommending ways of increasing the uptake of the 03 range where appropriate.

Title: Re: Parliamentary update
Post by Dave on Jan 10th, 2010 at 1:27pm
House of Commons Hansard Written Answers for 05 Jan 2010 (pt 0016)

http://www.publications.parliament.uk/pa/cm200910/cmhansrd/cm100105/text/100105w0016.htm#10010542000020

Departmental Telephone Services

Mark Lazarowicz: To ask the Secretary of State for Environment, Food and Rural Affairs how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305211]

Dan Norris: DEFRA operates one comprehensive helpline, the DEFRA Helpline, which has a prefix of 0845. DEFRA receives no income from this helpline.

The DEFRA Helpline has received 77,385 calls during the period 1 November 2008 to 30 November 2009.

Some callers may attract the BT local rate. Charges vary depending on callers' service providers, where and when they are calling from, the package the caller may be subscribed to and whether they are using a mobile.

The Cabinet Office, through the Contact Council, is currently developing a numbering strategy. This will cover a range of issues related to public sector numbering, including providing greater transparency and value for money for service users. In the meantime, the Council issued a "Clarification Statement on Telephone Number Ranges".


House of Commons Hansard Written Answers for 05 Jan 2010 (pt 0045)

http://www.publications.parliament.uk/pa/cm200910/cmhansrd/cm100105/text/100105w0045.htm#10010611000036

Revenue and Customs: Telephone Services

John Battle: To ask the Chancellor of the Exchequer for how many calls an interpreter was provided on (a) the tax credits public helpline, (b) the tax credits intermediaries helpline, (c) the child benefit public helpline and (d) all other HM Revenue and Customs helplines in (i) 2005-06, (ii) 2006-07, (iii) 2007-08 and (iv) 2008-09. [308104]

Mr. Timms: The breakdown requested is not available, as HM Revenue and Customs (HMRC) do not capture the use of interpretation services by helpline. In 2007-08 HMRC used interpretation services across its helpline services in a total of 420,000 occasions; in 2008-09 this figure was 839,000.

John Battle: To ask the Chancellor of the Exchequer whether his Department has responded to the Social Security Advisory Committee's Occasional Paper Number 7 recommendation (a) call-backs should be offered by DWP and HMRC contact centre staff when a customer is calling from a mobile phone, (b) HMRC helpline numbers should be transferred from 0845 to 0800 numbers and (c) the information about the cost of calling HMRC should be improved significantly; and if he will make a statement. [308115]

Mr. Timms: HM Revenue and Customs (HMRC) contact centres will begin an in depth review of its numbering strategy in the first half of this year, and will respond to the Social Security Advisory Committee's occasional paper no. 7 as part of this review.


House of Commons Hansard Written Answers for 05 Jan 2010 (pt 0045)

http://www.publications.parliament.uk/pa/cm200910/cmhansrd/cm100105/text/100105w0045.htm#10010611001718

John Battle:  To ask the Chancellor of the Exchequer with reference to the answer of 11 June 2009,  Official Report, column 983W, on welfare tax credits: telephone services, what the evidential basis is that some customers will pay more, others will pay less and for others there will be no change in relation to a charge from 0845 numbers to 0300. [308133]

5 Jan 2010 : Column 175W

Mr. Timms: HM Revenue and Customs does not hold information on individual customers call charges as calls are charged to the customer based on the tariff arrangements they have with their service provider, the device they use for the call and the location from which they call.

However, reviews carried out of telephone service provider's tariff websites and Ofcom's own guide to telephone charges "Number Crunching" available at www.ofcom.org.uk/files/2009/08/numbering.pdf*. indicate that some customers will pay more, others will pay less and for others there will be no change in relation to a change from 0845 numbers to 0300.

~~~~~~

* Link corrected from that published in Hansard.

The Treasury's evidence is merely to look at different telephone providers' charges for 0845 and geographical calls. It uses Ofcom's document as propaganda, much as NEG uses BT's atypical 0844 charges to paint the picture that they are no more than geographical calls.

Title: Re: Parliamentary update
Post by Dave on Jan 10th, 2010 at 1:28pm

House of Commons Hansard Written Answers for 06 Jan 2010 (pt 0001)

http://www.publications.parliament.uk/pa/cm200910/cmhansrd/cm100106/text/100106w0001.htm#10010669000015

Departmental Telephone Services

Mark Lazarowicz: To ask the Minister of State, Department for Transport how many telephone lines with the prefix (a) 0870, (b) 0845 and (c) 0800 his Department (i) operates and (ii) sponsors; how many calls were received to each number in the last 12 months; and whether alternative numbers charged at the BT local rate are available in each case. [305208]

Chris Mole: The details for the Department of Transport and its Agencies are as follows: (all lines listed are operated, none are sponsored).

6 Jan 2010 : Column 325W

[Follow link to view the table]

6 Jan 2010 : Column 326W

Departmental policy is to now use 0300 numbers wherever possible.

Title: Re: Parliamentary update
Post by Dave on Jan 13th, 2010 at 11:21am
House of Commons Hansard Debates for 12 Jan 2010 (pt 0002)

http://www.publications.parliament.uk/pa/cm200910/cmhansrd/cm100112/debtext/100112-0002.htm#10011255000022

GP Telephone Numbers

9. Mr. Laurence Robertson (Tewkesbury) (Con): What recent guidance his Department has issued to GP practices on their use of 0844 telephone number systems; and if he will make a statement. [310024]

The Minister of State, Department of Health (Mr. Mike O'Brien): The Department issued guidance and directions to the NHS in England on 21 December, just before Christmas, that patients should not be expected to pay more than the cost of a local call to contact the NHS, including doctors' surgeries. GPs will have this year to end the practice completely and get out of any contracts that cause that to happen.

Mr. Robertson: I thank the Minister for that response, but he will be aware that the practice is continuing. He says that it must end this year, but there is an awful lot of this year left, so when does he expect the practice to end? Not only does it make it expensive for people to call their local general practitioner, but older people in particular often prefer a human being to answer the phone, rather than be responded to by a machine.

Mr. O'Brien: I agree that we need to ensure that this practice of some GPs charging more than a local rate for contact ends as quickly as possible. We have made it absolutely clear to GPs that they must get out of these contracts-a number of practices have signed up to and are legally bound by them-and they have the year to do so. We have engaged with some of the companies involved and, to be fair to them, they have said they are prepared to negotiate equitable arrangements with the GPs to see whether we can get them all out of this as soon as possible. They have all got to be out by 21 December, but we want them to be out now, or as soon as they possibly can be.

Mike Penning (Hemel Hempstead) (Con): This situation is not just in the hands of GPs; the provider that the patient is using is also ripping them off. For instance, when someone phones a GP's surgery on an 0845 number from a call box, the charges will be over the top, and people will still be charged even on the new 0300 numbers. Will the Minister examine why these patients are still being ripped off by their providers, as well as by GPs?

Mr. O'Brien: Our objective is to ensure that anyone trying to contact the NHS locally pays a local rate, and we need to ensure that such practice is adopted. If the hon. Gentleman has evidence to suggest that particular issues are arising, I would be happy to discuss them with him.

Title: Re: Parliamentary update
Post by kasg on Jan 13th, 2010 at 4:58pm
and people will still be charged even on the new 0300 numbers

Oh dear, is Mr Penning insisting that all calls should be free to everyone? I think he misses the point.

Title: Re: Parliamentary update
Post by Dave on Jan 17th, 2010 at 2:46am

Dave wrote on Jan 10th, 2010 at 1:27pm:
John Battle: To ask the Chancellor of the Exchequer whether his Department has responded to the Social Security Advisory Committee's Occasional Paper Number 7 recommendation (a) call-backs should be offered by DWP and HMRC contact centre staff when a customer is calling from a mobile phone, (b) HMRC helpline numbers should be transferred from 0845 to 0800 numbers and (c) the information about the cost of calling HMRC should be improved significantly; and if he will make a statement. [308115]

Mr. Timms: HM Revenue and Customs (HMRC) contact centres will begin an in depth review of its numbering strategy in the first half of this year, and will respond to the Social Security Advisory Committee's occasional paper no. 7 as part of this review.

The Social Security Advisory Committee Occasional Paper Number 7, published September 2009 is here:

http://www.ssac.org.uk/pdf/occasional/SSAC-telephony-paper.pdf

Title: Re: Parliamentary update
Post by SilentCallsVictim on Jun 11th, 2010 at 6:54pm
The topic of GPs using 084 numbers was raised in the Scottish Parliament yesterday -
http://www.theyworkforyou.com/sp/?id=2010-06-10.27207.0&s=084+OR+0844+OR+0845#g27207.1.

Title: Re: Parliamentary update
Post by Dave on Nov 4th, 2010 at 8:25pm
http://www.theyworkforyou.com/wrans/?id=2010-09-08b.13660.h&s=0845+number#g13660.q0

Caroline Lucas (Brighton, Pavilion, Green)

To ask the Secretary of State for Work and Pensions what the geographic direct dial phone number for the Jobcentre Plus area benefits office at James Watt Way, Crawley is; and what estimate he has made of the annual cost to benefit claimants of directing them to use 0845 phone numbers to contact area benefit offices.

Steve Webb (Minister of State (Pensions), Work and Pensions; Thornbury and Yate, Liberal Democrat)

The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Darra Singh. I have asked him to provide the hon. Member with the information requested.

Mr Singh's response includes the following:

Quote:
Additionally, releasing geographic numbers behind the 0845 service lines would result in additional costs to Jobcentre Plus as we would not be able to manage calls as effectively. Jobcentre Plus would also lose key call management information essential to the planning and allocation of staff resources.

This is a clear admission that Jobcentre Plus offsets its costs on callers (referred to as "customers").


http://www.theyworkforyou.com/wrans/?id=2010-09-27a.543.0&s=0845+number#g543.2

Lord Beecham (Labour)

To ask Her Majesty's Government what plans they have to charge calls to Jobcentre Plus at a local, rather than premium, rate; and what income is derived from the current practice.

Lord Freud (Parliamentary Under Secretary of State (Welfare Reform), Work and Pensions; Conservative)

The Department for Work and Pensions (DWP) does not currently have any plans to use local geographic telephone numbers and does not use premium rate numbers for its services. The DWP strives to achieve the right balance between meeting customer needs and using taxpayers' money effectively.

The DWP policy is that all calls should be free to our 0800 numbers to claim for benefits and emergency payments. The department's 0845 numbers are not part of this policy because they are for inquiries that typically take less time to resolve. These calls are charged at the standard rate for landlines and mobile phones, although costs can vary between different operators and contracts.

Where a customer raises a concern over the cost of the call or asks, we will offer to call them back. Alternatively, we also provide customer access phones in a large number of our Jobcentre Plus offices. This enables customers to make benefit or job search enquiries without incurring telephone costs. Customers who have access to a computer can also use online facilities as an alternative to calling our 0800 and 0845 services.

It is free to call DWP 0800 numbers from BT landlines and agreements are in place to ensure that it is free to call via nine of the UK's largest mobile phone operators, representing 95 per cent of the mobile market. We are continuing to work with the remaining mobile phone providers to negotiate free calls to DWP 0800 numbers.

The department does not receive any revenue from telephone service providers.

Title: Re: Parliamentary update
Post by SilentCallsVictim on Feb 14th, 2011 at 7:55pm
Members may wish to use this thread to discuss many developments in the parliaments on the issues covered within the forum.

My feed of parliamentary news can be viewed at this link.

Recent highlights include Simon Burns responding to a question about when GPs were going to be stopped form using non-geographic numbers. The answer prompted a strongly worded annotation.

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