Question

To ask the Senior Deputy Speaker what has been the saving to the two Houses arising from the changes to the opening hours of the switchboard service that were introduced in February.

The Senior Deputy Speaker has asked me, as Chairman of the Services Committee, to respond on his behalf.

The changes made in 2017-18 to the service, including the changes in opening hours introduced in February 2018, have delivered a saving of £23.1k in the financial year 2017-18 and are forecast to deliver a saving of £124.3k in the financial year 2018-19.

The service changes included a change to the call answering Service Level Agreement from 90% of calls being answered in 10 seconds to 85% of calls being answered in 20 seconds, and a change of opening hours during sitting times and recesses, including closure on Sundays and UK Bank Holidays.  The change to the Service Level Agreement, of 85% of calls being answered in 20 seconds, remains a higher standard than the Service Level Agreements of many top companies renowned for delivering excellent service.