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

    Research output: Contribution to specialist publicationArticle

    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 languageEnglish
    Specialist publicationThe Conversation
    Publication statusPublished - 2 Jun 2015

    Keywords

    • Welfare
    • Social policy
    • Centrelink
    • Welfare reform
    • Digital technology
    • Public services

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