Contact Centre __________________________________________________________________________________________________ 9,278 calls were received by the Unit in May on the 4924000 line. This is an average of 464 calls per working day. The CSU continues to handle all calls coming into the 1800 freephone Covid-19 community helpline. For the month of May, the CSU answered an additional 1,151 calls on the Covid-19 helpline. These calls varied in nature from requests for the collection and delivery of food, essential household items, medication and fuel, to requests for social isolation supports, meals on wheels deliveries, and other garda or medical related requirements. The CSU agents liaised daily with the Community area co-ordinators to ensure that all calls were responded to. This community helpline continued to operate 7 days a week from 8am to 8pm throughout the month of May. The CSU is very grateful to our colleagues in other directorates for their continued cooperation in the redeployment of staff to supplement the number of call agents available to take these calls.
16000
14000
12000
10000
8000
6000
4000
2000
0
Calls Abandoned
Calls Received
Calls Served
Housing Other Services
Litter/Waste Roads & Traffic
Housing
Litter/Waste
Other Services
Roads & Traffic
Total
Calls Received
4731
633
3471
443
9278
Calls Served
4657
614
3374
436
9081
Calls Forwarded
2482
Calls Abandoned
99
15
73
10
197
Service Requests __________________________________________________________________________________________________ Roads Service Requests Status of Roads Service Requests
800
800
700
700
600
600
367
500
500
400
Open
400
300
Closed
185
162
300
200
32
200
100
378
79
0
221
220
100
192
Jan
Feb
Mar
Apr
May
100
0
Emergency Routine Urgent
Jan
Feb
Mar
Apr
May
4
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