Interventions in Committee
 
 
 
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David Nurse
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David Nurse
2016-12-13 16:53
Yes, thank you.
I think it is difficult to immediately come up with policy changes that would allow faster decision-making.
As you know, the call centre agents are really just, in my understanding, looking at the notes and the GCMS and providing a statement on the status. Even if they could provide a bit more of a human experience, they're not decision-makers. They are not. The person on the phone is not the officer with the file, and they're not able to say, for example, “Thank you. I now know that's submitted. I can move this to the next stage.” That doesn't happen. I think it's unlikely to happen.
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