My Department provides a dedicated mailbox for each of the main schemes whereby TDs can raise specific queries for their constituents directly with the relevant scheme area. These mailboxes are monitored every day and operate effectively.
With the onset of COVID-19, the imposition of social distancing meant that my Department had to reduce the number of staff working from within the traditional office environment. Large numbers of scheme administration staff are now successfully working from home. My Department has been able to redirect work to them electronically and overall productivity has been maintained at pre-COVID levels.
However, with the significant reduction in staff “onsite” the provision of some telephone services had to be reviewed. While the main Customer Call Centres were maintained, the operation of the scheme level TD Enquiry lines was suspended. This is being kept under ongoing review and as and when social distancing measures are eased and more staff can work safely in the Department's offices, I hope to be in a position to reintroduce these enquiry lines.
Some areas of my Department may be in a position to reintroduce the TD enquiry line sooner than others and as they are reintroduced details will be made available to Deputies. Currently, the Illness Benefit TD line remains suspended.
I hope this clarifies the position for the Deputy.