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3 Nov 2005 : Column 1280W—continued

British Transport Police

Mr. Burstow: To ask the Secretary of State for Transport pursuant to his written statement of 11 October 2005, Official Report, column 27WS, on British Transport Police review, if he will include within the scope of his review an examination of the case for transferring the responsibilities and resources for policing transport in London to the Metropolitan Police. [22365]

Derek Twigg: The terms of reference for the Review of the British Transport Police (BTP) were placed in the House Library on 20 October. The aim of the review is to examine the functions of the BTP and whether some or all of these are best carried out by a national force, regional forces or, indeed, by the industry itself.

The review is being conducted in parallel with the review of the 43 local police forces being undertaken by the Home Secretary who has invited forces to come forward with firm proposals for the creation of strategic forces in each region by December 2005.

The BTP review will take into account the emerging outcomes of the Home Secretary's review and consider whether other forces, including the Metropolitan Police, would be best placed to carry out any railway policing functions.

Call Centres

Mr. Laws: To ask the Secretary of State for Transport how many call centres were run by his Department and its agencies in (a) 2003–04, (b) 2004–05 and (c) 2005–06 to date; and how many and what proportion of calls (i) were handled by an adviser, (ii) were received but abandoned and (iii) received an engaged tone in each year. [23295]

Ms Buck: The Department and its agencies ran a total of five call centres in the years 2003–04 to date. Detailed information is as follows:

DSA

The DSA has two call centres. Detailed information for the number of calls is as follows.
 
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Theory test booking centre

2003–04

2004–05

2005–06
(to date)
(i) Calls handled by an adviser (Number)1,654,1701 ,807,074747,118
Percentage of total calls918798
(ii) Calls received but abandoned (Number)51,233219,75816,227
Percentage of total calls3112
(iii) Calls that received an engaged tone (Number)108,85641,7160
Percentage of total calls62

Practical test booking centre

2003–042004–052005–06
(to date)
(i) Calls handled by an adviser (Number)5,031,0114,551,4412,220,054
Percentage of total calls99.87267.6
(ii) Calls received but abandoned (Number)10,05614,4239,771
Percentage of total calls0.20.30.3
(iii) Calls that received an engaged tone (Number)Not availableNot available262,036
Percentage of total callsNot availableNot available8
Calls handled by ASR(6)Not available1,723,654791,035
Percentage of total callsNot available27.724.1


(6) In June 2004 an Advanced Speech Recognition (ASR) System was introduced which allows callers to transact without the need to speak with an adviser.
Note:
The number of abandoned calls is calculated only if the caller abandons the call after 20 seconds. Any calls abandoned before this do not count as it is one of DSA's service targets to answer calls within 20 seconds.




DVLA

The information for the DVLA Call Centre, Swansea, is as follows:
2003–042004–052005–06
(to end September)
(i) Calls handled by an adviser (Number)9,000,9988,792,4974,954,986
Percentage of total calls64.3555.9146.45
(ii) Calls received but abandoned (Number)109,90171,97477,777
Percentage of total calls0.780.450.72
(iii) Calls that received an engaged tone (Number)Not available501,3381 ,308,696
Percentage of total callsNot available4.3811.49




Notes:
1. The BT statistics needed to report on the proportion of calls that received an engaged tone are only available from August 2004.
2. The 2005–06 (to end of September) figures reflect very high demand in June and July as a consequence of a publicity campaign.




Highways Agency

The Highways Agency has a single call centre. The number of calls received in 2003–04, 2004–05 and 2005–06 to date is as follows:
Number of calls
2003–0465,687
2004–0575,079
2005–06 (To date)38,000









 
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The current telephone system used by the Highways Agency information Line does not have the functionality to run automatic reports giving amount of calls (i) received but abandoned, and (ii) received an engaged tone.

A replacement telephone system, due to be installed January/February 2006, will provide enhanced reporting on call waiting times, abandoned calls and performance of advisers.

VOSA

The Vehicle and Operator Service Agency (VOSA) has one call centre. The numbers of calls for 2003–04 to the end of September 2005 are as follows:
2003–042004–052005–06
(to end September)
Calls received by VOSA Enquiry Unit (Number)281,419466,834274,080
(i) Calls handled by an adviser (Number)269,049424,740220,992
Percentage of total calls979181
(ii) Calls received but abandoned (statistics only available from September 2003) (Number)12,37042,09453,096
Percentage of total calls4.5919
(iii) Calls that received an engaged toneNot
measured
Not
measured
Not
measured




Note:
The high level of abandoned calls in 2005–06 was related to a sudden increase in volume following the implementation of the E' test booking system in September 2005.




Carbon Dioxide Emissions

John Hemming: To ask the Secretary of State for Transport what estimate he has made of the total quantity of carbon dioxide released by (a) overground and (b) underground trains in (i) 1984, (ii) 1994 and (ii) 2004. [23370]

Derek Twigg: The table provides estimates of all carbon dioxide emissions from the rail sector for 1984, 1994 and 2003. Figures for 2004 are not yet available. It is not possible to disaggregate these data to provide separate estimates of overground and underground train emissions.

The estimates include direct carbon dioxide emissions from diesel trains and indirect emissions from all other sources and operations connected with the rail sector. Indirect emissions include emissions from the production of electricity allocated to the heavy and light rail sectors including London Underground and non-traction use of electricity for rail lighting, signalling, stations and offices.
Total direct and indirect CO 2 emissions from rail activity (million tonnes of CO 2 )
19845.2
19946.5
20035.3




Source:
DEFRA





 
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Channel Tunnel

Mrs. Dunwoody: To ask the Secretary of State for Transport whether the proposed safety dossier for Europorte 2 supporting Eurotunnel's safety case has been found satisfactory by the channel tunnel safety authority. [24086]

Derek Twigg: I understand that the channel tunnel safety authority has completed its examination of the Europorte 2 safety dossier and has written to the channel tunnel intergovernmental commission advising the terms on which the commission should accept that dossier.

Mrs. Dunwoody: To ask the Secretary of State for Transport when he expects Eurotunnel to re-submit information on site and work plans supplementary to documents submitted in April 2004 by Eurotunnel to the intergovernmental commission regarding the procedure for the review of plans and submissions by Union Railways (South) Limited and arrangements for commissioning of the channel tunnel rail link interfaces with Eurotunnel. [24087]

Derek Twigg: The channel tunnel safety authority (CTSA) advised the intergovernmental commission on 24 May 2004 that the information provided by Eurotunnel regarding the commissioning of the channel tunnel rail link interface with Eurotunnel was satisfactory. However, the intergovernmental commission requested some supplementary detail for its records. Most of this has been provided. It is expected that the outstanding information—which is not held by Eurotunnel—will be provided shortly.

Mrs. Dunwoody: To ask the Secretary of State for Transport what assessment he has made of whether safety requirements on heavy goods vehicle shuttles are still met under proposals by Eurotunnel to reduce by one the minimum crew in the amenity coach. [24088]

Derek Twigg: These proposals have been reviewed on behalf of the two Governments by the channel tunnel safety authority, which considered the proposals acceptable, subject to a number of conditions being met relating to the training of staff and the evacuation procedures in an emergency.


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