(1)   For each of the financial years 2000-01 to 2004-05 to date, can a list be provided of customer service telephone lines, including: (a) the telephone number of each customer service line; (b) whether the number is toll free and open 24 hours; (c) which output area is responsible for the customer service line; and (d) where this call centre is located.

(2)   For each of the financial years 2000-01 to 2004-05 to date, what was the cost of maintaining the customer service lines.

(3)   For each of the financial years 2000-01 to 2004-05 to date, can a breakdown be provided of all direct and indirect costs, including: (a) staff costs; (b) infrastructure costs (including maintenance); (c) telephone costs; (d) departmental costs; and (e) any other costs.

(4)   How many calls have been received, by year, in each year of the customer service line’s operation.

While the Department has a number of customer service lines, only one of them terminates in a DVA call centre. This service is the Veterans’ Affairs Pharmaceutical Approvals Centre (VAPAC).

For VAPAC Customer Service Line only

(1)  

(a)   Veterans Affairs Pharmaceutical Approvals Centre (VAPAC) 1800 552 580

(b)   Service is toll free and open 24 hours

(c)   Health - Arrangements for delivery of services in health and other care services.

(d)   Brisbane

(2)   The costs for this service is service costs $440.00 per annum.

Financial Year	Service Cost	Call Cost
01-02	$440	$60,962
02-03	$440	$71,238
03-04	$440	$76,339
04-05	$440	$53,552

(3)   Costs of running the VAPAC Call Centre

	2000-01	2001-02	2002-03	2003-04	2004-05
Salaried Staffing costs - above and below line	$269,350	$265,511	$233,649	$241,488	$249,468
Computer leasing costs	$70,044	$70,044	$70,044	$75,859	$84,000
Telephone leasing costs	$5,616	$5,616	$5,616	$6,276	$7,200
Property leasing costs	$62,628	$62,628	$62,628	$74,568	$91,284
Contracted pharmacist services (who process telephone requests)	$1,283,321	$1,387,932	$1,569,122	$1,633,315	$1,733,737

(4)  

Financial Year	IncomingCalls
01-02	334,292
02-03	407,282
03-04	441,680
04-05	387,623

(4)    

Financial Year	IncomingCalls
01-02	334,292
02-03	407,282
03-04	441,680
04-05	387,623

For all other Customer Service Lines

(1)  

(a)   All DVA Customer Service Lines are advertised in the Whitepages and on the Departments internet site. Only data for the financial periods 2003-04 and 2004-05 could be obtained from the Department’s carrier against each Customer Service Lines. See attached spreadsheet

(b)   DVA provides both toll free and free call customer service lines operating during business hours. The Vietnam Veterans’ Counselling Service service 1800 011 046 operates an emergency counselling service 24 hours a day.

(c)   The Department delivers services against five outcomes. Outcome 1 Compensation and Support Outcome 2 Health Outcome 3 Commemorations Outcome 4 Service delivery Outcome 5 Defence Force Services The attached spreadsheet lists each Customer Service Line listed against the respective outcome.

(d)   Not applicable.

(2)   DVA’s Customer Service Lines terminate in each of the six State Offices at an annual service cost of $1,640 per Service Line. The exceptions are: - The DVA General Inquiries number 133 254 annual service cost is $19,440. - The Veterans’ Affairs Network number 1300 55 1918, which terminates at each of the 25 VAN offices, has an annual service cost of $6,200.

(3)   The attached spreadsheet lists the service and call costs for each Customer Service Line. As these services terminate in a State Office and not a discreet area such as a call centre, it is not practicable to provide the full cost breakdown as requested.

(4)   The attached spreadsheet lists the number of calls on each Customer Service Line for each of the relevant periods.

Question		1(C)	1(A)	4	3
Year	Business Area	Outcome	Service No	No of Calls	Call Cost
2003/2004	Veterans Review Board	1	1300135574	41	$207.76
	Defence Service Homes	1	1300304989	12842	$4,726.39
	Compensation	1	1800550451	370	$383.98
	Income Support	1	1800550452	3811	$3,776.62
	Veterans Review Board	1	1800550460	4522	$2,224.20
	Military Compensation and Rehabilitation Scheme	1	1300550461	17250	$12,042.05
	Income Support Trust and Companies	1	1800550462	3630	$2,609.41
	Defence Service Homes Insurance	1	1300552662	57516	$34,756.16
	Defence Service Homes Loans	1	1800722000	12868	$6,820.97
	Clarke Review	1	1300735464	1144	$934.95
	Service Pension Review	1	1300781646	76	$61.10
	Bereavement	2	1800550463	1058	$1,807.45
	Community Health	2	1800002890	71	$205.50
	Community Nursing	2	1300550466	86	$638.58
	DVA Health Care	2	1300301610	62	$1,221.99
	Exceptional Case Unit	2	1800636428	3039	$1,746.32
	Health Aircraft Maintenance	2	1800555323	154	$209.45
	Health GST	2	1800555212	482	$152.16
	Health Medical	2	1800550456	1707	$807.17
	Health Non-Medical	2	1800550457	454	$1,394.35
	Health Studies Enquiries	2	1800502302	561	$416.14
	Health Study Hotline	2	1800728007	2063	$981.12
	Hospital Approvals NSW SO	2	1800816306	1244	$742.41
	Prescriber Information - mate line Doctors	2	1800500869	75	$1,171.72
	Rehabilitation Appliances Program	2	1800550458	2349	$3,300.24
	Transport Bookings	2	1800550455	4557	$3,097.45
	Transport Claims	2	1800550454	3200	$3,148.49
	Treatment Card Enqiries	2	1800550453	1235	$1,934.48
	Veterans Affairs Network	2	1300551918	22861	$21,827.31
	Veterans Home Care	2	1800001806	67711	$28,853.44
	Vietnam Veterans Childrens Support Program	2	1800550504	212	$296.32
	Vietnam Veterans Counselling Service	2	1800011046	16324	$11,145.55
	Vietnam Veterans Counselling Service Change the Mix	2	1800180868	827	$692.65
	Commemorations	3	1800550459	135	$72.11
	Community Grants	3	1300550465	452	$212.02
	Nominal Rolls	3	1800445006	140	$267.42
	SWAC Programme	3	1300132515	45	$7.62
	WW2 Nominal Roll	3	1300780133	1120	$588.35
	Interstate General inquiries Dial Back	4	1300131945	16282	$15,198.36
	General Inquiries	4	133254	725239	$268,879.59
	Feedback Line	4	1300555785	167	$1,307.13
	National IT Security	4	1300301575	144	$43.29
	Personnel National Office	4	1300555246	1996	$1,149.41
2004/2005	Veterans Review Board	1	1300135574	40	$131.49
	Defence Service Homes Insurance Payment Line	1	1300304989	30093	$9,058.80
	Gold Card Enquiries	1	1300307901	14	$187.73
	Compensation	1	1800550451	492	$867.77
	Income Support	1	1800550452	4985	$3,314.39
	Veterans Review Board	1	1800550460	5516	$2,706.30
	Military Compensation and Rehabilitation Scheme	1	1300550461	20843	$11,087.30
	Income Support Trust and Companies	1	1800550462	5919	$3,072.68
	Defence Service Homes Insurance	1	1300552662	57195	$25,985.45
	Defence Service Homes Loans	1	1800722000	12616	$5,373.71
	Clarke Review	1	1300735464	4915	$2,727.24
	Service Pension Review	1	1300781646	960	$852.45
	Vietnam Veterans Counselling Service	2	1800001285	8	$0.64
	Veterans Affairs Network Canberra	2	1800001287	3	$0.16
	Veterans Home Care	2	1800001806	6	$0.23
	Community Health	2	1800002890	147	$1,217.96
	Vietnam Veterans Counselling Service	2	1800011046	24160	$14,301.09
	Veterans Affairs Network Gosford	2	1300134965	120	$300.15
	Vietnam Veterans Counselling Service Change the Mix	2	1800180868	55	$8.87
	Vietnam Veterans Counselling Service National Office	2	1800204767	146	$18.63
	DVA Health Care	2	1300301610	90	$1,462.88
	Vietnam Veterans Counselling Service	2	1800445014	2	$0.16
	Prescriber Information - mate line Doctors	2	1800500869	421	$596.05
	Health Studies Enquires	2	1800502302	123	$166.18
	Veteran Home Care	2	1300550450	84978	$29,408.65
	Treatment Card Enquires	2	1800550453	1509	$2,484.99
	Transport Claims	2	1800550454	3689	$3,060.99
	Transport Bookings	2	1800550455	9830	$4,480.77
	Health Medical	2	1800550456	2661	$1,341.60
	Health non-medical	2	1800550457	485	$1,611.91
	Rehabilitation Appliances Program	2	1800550458	7553	$3,923.53
	Bereavement	2	1800550463	1285	$2,325.69
	Community Nursing	2	1300550466	100	$754.30
	Vietnam Veterans Children’s Support Program	2	1800550504	274	$565.91
	Veterans Affairs Network	2	1300551918	28034	$24,229.85
	Health GST	2	1800555212	46	$14.22
	Health Aircraft Maintenance	2	1800555323	114	$133.55
	Prescriber Information Mates line Veterans	2	1300556906	1189	$743.98
	Exceptional Case Unit	2	1800636428	5024	$2,020.29
	Health Study Hotline	2	1800728007	2400	$941.38
	Hospital Approvals NSW	2	1800816306	1789	$813.46
	SWAC Programme	3	1300132515	304	$359.56
	Nominal Rolls	3	1800445006	78	$373.00
	Commemorations	3	1800550459	223	$407.91
	Community Grants	3	1300550465	605	$553.67
	Victory in the Pacific Medallion Line	3	1300665706	2	$25.81
	WW2 Nominal Roll	3	1300780133	1347	$1,066.00
	Interstate General inquiries Dial Back	4	1300131945	19820	$11,108.89
	Budget and Election	4	1800238254	1198	$306.26
	National IT Security	4	1300301575	159	$349.53
	Tender Contracts Line	4	1800332968	284	$290.59
	Personnel National Office	4	1300555246	2322	$987.47
	DVA General Enquires	4	133254	884788	$275,006.56
	Feedback Line	4	1300555785	163	$1,103.31