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Telephone Steering Systems

Volume 353: debated on Monday 10 July 2000

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To ask the Secretary of State for the Environment, Transport and the Regions how many agencies of his Department use touch tone telephone steering systems when dealing with telephone inquiries from the general public. [129642]

Touch tone telephone steering systems are used in a number of the Department's agencies, to a varying degree. These are:

  • >The Driver and Vehicle Licensing Agency (DVLA)—approximately 343 lines
  • The Driving Standards Agency (DSA)—up to 300 lines
  • Vehicle Inspectorate (VI) are piloting a national number in Scotland that is likely to be rolled out nationwide in October 2000
  • Vehicle Certification Agency (VCA)—5 lines available
  • Highways Agency—the Information line, which can handle up to 15 calls simultaneously.

To ask the Secretary of State for the Environment, Transport and the Regions how many of his Department's telephone lines used by the general public are responded to by touch tone telephone steering systems. [129624]

DETR(C) have four telephone lines available to members of the public which offer the opportunity to redirect their call using a touch tone system. These are:

  • The Mobility Unit—to order literature about disabled access
  • Orange Badge System—to order leaflets and application forms
  • Biotechnology Unit—to request information about the public register
  • Vehicle Import Advice Line—to request booklets.