Robinson calls in to New York Helpline Centre

Northern Ireland’s new disaster helpline moved a step closer today when the Finance Minister, Rt Hon Peter Robinson MP, MLA visited a contact centre in New York which could act as a model for the service.

Last week the Northern Ireland Executive announced the setting up of a three-digit number which will be the access point for all Government Departments and agencies in times of crisis.

The Executive’s decision was prompted by the recent flooding, when people were unsure about whom to contact to get their problems dealt with.

With a working title of NIDirect, the helpline’s aim is to improve customer standards and simplify access to public services for Northern Ireland citizens and to improve service delivery.

The New York 311 concept provides a useful working example from which to develop this high quality multi-channel facility.

The 311 concept was initiated in 2002 by New York Mayor, Michael Bloomberg, and is the city’s phone number for government information and non-emergency services.

It has consolidated more than 40 separate call centres and hotlines and 11 pages of government listings in the phone book into one, easy-to-remember number.

Speaking after his visit to the world class public sector contact centre, Mr Robinson said: “Should an emergency or disaster occur, we want to have an immediate and ready response to it.

“This centre is the type of facility we want to establish in Northern Ireland. It’s a ‘one-stop-shop’ which people in need of assistance can call.

“One dedicated number will enable people to make immediate contact with a source of help. That first call will ensure they are put in touch with the correct Department or agency.”

Mr Robinson is in New York on the last leg of a four-day trip to the United States, which also included a visit to the Smithsonian Folklife Festival in Washington DC.

Notes to Editors:

1. The Department of Finance & Personnel, through its Delivery & Innovation Division, have been investigating the potential to have all customer contact with the Northern Ireland Civil Service undertaken within a managed environment, through a shared multi-channel contact centre capability (initially focusing on telephony).
2. The 311 call centre in New York has become a model for non-emergency numbers around the world, with Germany, Denmark and the United Kingdom among those who have all established innovative non-emergency service numbers based on the 311 model.