Increase in staff but deterioration in performance

Our welfare system is less responsive than ever as phone wait times for the Ministry of Social Development (MSD) surge, National’s Social Development and Employment spokesperson Louise Upston says.

“Whether it’s superannuitants, students, people out of work, or a family who needs help to cope with soaring living costs, New Zealander’s deserve timely answers from the department responsible of administering the welfare system.

“Since 2017, the number of MSD staff answering calls has increased from 650 to 1220 people, yet the average wait time has also increased from 4 to 18 minutes, even reaching close to 40 minutes some weeks this year.

“That’s an 88 per cent increase in staff numbers, a large deterioration in performance and no better outcomes for Kiwis.  

“Appallingly, some people have waited longer than three hours while others have reported it took weeks to receive a call back.

“The cost of living crisis has increased demand for hardship grants and there is almost an extra 50,000 people on the unemployment benefit, which means preparations should have been made to cope with more inquiries.

“New Zealander’s deserve a better service given the substantial taxpayer dollars poured into MSD. Simply increasing staff numbers is not going to cut it.

“Minister Sepuloni needs to hold MSD accountable for their plummeting performance and ensures it fulfils its core responsibility to answer New Zealander’s questions and help people access their entitlements.”

You can see the top 20 MSD call wait times here and MSD call wait times data March 2022 here.