Chair:'So, on to the third item on the agenda, the problems with the customer services telephone system. John from IT, do you have an update on this for us?'
IT Manager:'Yes I do. We've been investigating this for the past couple of weeks and we believe that we've found the problem.'
Customer Service Manager:'You believe you've found it?'
IT Manager:'As far as I can see, yes.'
Customer Service Manager:'So, it will be fixed soon?'
IT Manager:'We believe that we've identified the problem. Now we have to find a way of fixing it.'
Customer Service Manager:'Will it be fixed within a week?'
IT Manager:'Telephone systems are highly complex, so it's highly unlikely.'
Customer Service Manager:'Within 2 weeks?'
IT Manager:'I'm afraid to say this, but it's anyone's guess. We don't know how long it will take. It could be 2 weeks or 2 months.'
Customer Service Manager:'I can't take this back to my manager, he'll want to know a date.'
IT Manager:'Based on similar problems we've had in the past, an educated guess would be about a month. But that's not certain. There's still a lot of work to do.'
Chair:'Now, let's move on to item four on the agenda, the training programme for the new customer call system. What's the current situation?'
Trainer:'It's going as anticipated. We've nearly finished writing the course.'
Chair:'So, it will be ready for the beginning of March?'
Trainer:'Yes, without a shadow of a doubt, it will be ready for then.
Customer Service Manager:'It's very important it is ready for then. The training needs to be done before the new call system goes live on the second of April.'
Trainer:'I give you my word it will be ready for the beginning of March.'
Chair:'Ok, let's move on to the fifth item on the agenda. The opening of the new customer call centre in Dublin. Unfortunately, it's still up in the air. The city council is still refusing to give us the financial assistance that we need to open up the call centre there. So, it's doubtful that it'll be open by the end of the year. But we all know how councils change their minds, so we can't exclude the possibility that it will happen by then, even though it's not likely. So, we need the IT department to continue with their plans for integrating this call centre's computer and telephone systems into our IT network.'
IT Manager:'But if they are refusing to give us financial assistance, then what is the point in continuing planning?'
Chair:'I spoke to our Irish director last week and he told me that the reason that they have refused it is because the council's budget has been reduced. But he's spoken to several members of the council about it, who have told him that there is now a lot of support for giving us financial help. So, the indications are that we'll obtain the financial assistance, but he doesn't know whether we'll receive confirmation of this within a month or within six months.
Anyway, on to the last point on the agenda, the new government legislation. The government has not said if it will or will not happen. So, I wouldn't like to say if it will be introduced by June as it was originally intended to be. I'll let you know as soon as I hear anything.'