What kind of government service puts the public on hold for 811 years

Kristin Natalier

What kind of government service puts the public on hold for 811 years

Research output: Contribution to specialist publication › Article

Abstract

A new report by the Australian National Audit Office (ANAO) calculates around one in four calls to Centrelink went unanswered in 2013-14. The ANAO estimates the time lost by customers who abandoned their calls – after an average wait of nine minutes and 43 seconds – totalled 143 years. The average wait until calls were answered, 16 minutes and 53 seconds, translates to these callers hanging on the end of the line for a cumulative total of 668 years.

Original language	English
Specialist publication	The Conversation
Publication status	Published - 2 Jun 2015

Keywords

Welfare
Social policy
Centrelink
Welfare reform
Digital technology
Public services

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Published versionFinal published version, 1.88 MBLicence: CC BY-ND

https://theconversation.com/what-kind-of-government-service-puts-public-on-hold-for-811-years-42314Licence: CC BY-ND

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abstract = "A new report by the Australian National Audit Office (ANAO) calculates around one in four calls to Centrelink went unanswered in 2013-14. The ANAO estimates the time lost by customers who abandoned their calls – after an average wait of nine minutes and 43 seconds – totalled 143 years. The average wait until calls were answered, 16 minutes and 53 seconds, translates to these callers hanging on the end of the line for a cumulative total of 668 years.",

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