- 21-
SWD to provide better hotline service
The Social Welfare Department's hotline 2343 2255 has been installed with an interactive voice processing system (IVPS) to provide better service to members of the public.
Speaking at a press conference on the inauguration of the new system today (Thursday), the Director of Social Welfare, Mr Ian Strachan, said in line with the Government's Performance Pledges on Serving the Community, his department is concerned to improve the efficiency and effectiveness of its delivery of services.
"When the IVPS was first introduced to the department, we were very interested in this new technology. We decided to explore how this technology could be adopted to improve our existing hotline service," he said.
Mr Strachan said the installation of IVPS could help to process the high percentage of general telephone enquiries currently handled by the hotline and help to refocus manpower to handle calls which needed counselling or urgent assistance.
"With an average of 2,000 to 3,000 calls handled each month, information, advice and counselling are provided to callers.
"Calls which require follow-up action are immediately referred to the appropriate units. The close co-operation between hotline and other service units has won appreciation from the public on many occasions," Mr Strachan said.
He said with the introduction of IVPS, more comprehensive information on welfare services provided by the SWD could be brought 'nearer' to its customers.
"They can have more flexibility to use the services at the place and time of their convenience and focus more directly on their interests and needs.
"With the option to immediately and automatically forward customers' calls to departmental units during office hours, customers can be facilitated in approaching our services to make further enquiries, saving much of their time in waiting or in travelling.
Mr Strachan said in planning and preparation for the installation of the IVPS, consideration had been given to make the system as user-friendly as possible.