http://www.audit-commission.gov.uk/aboutus/downloads/StatementOnNonGeographicTel...

Jan 2008

Non-Geographical Telephone Numbers

We have had concerns raised about the Audit Commission’s use of 0844 telephone numbers. This paper sets out our rational for the approach we have taken in using a non-geographic numbering system.

Most of our external telephone calls are received from the public bodies we work with and other organisations in the public sector. We do receive some calls from members of the public but these are small in number and we do not have any call centre activity providing services directly to the public.

In 2006 we introduced a national number system based on a 0844 numbers. Our aims were: to reduce our costs (and therefore costs to the taxpayer); to improve the accessibility to staff (by providing them with a single number and modern messaging facilities); and to reduce the costs for those organisations and members of the public who call us.

The Commission receives no income for calls made to us, ensuring that we have the lowest 0844 call tariff possible for those contacting us. In addition, 0844 numbers provide a local rate tariff for all calls to the Commission. This replaces, in many cases, the need to call at national calls rates to our main offices.

We recognise that for certain callers the 0844 tariff will not deliver the lowest possible cost. This particularly applies to those members of the public who are contracted for bundled minutes where 0844 is excluded from the bundle. However, these users will continue to have the option to call geographical number for our main locations if they prefer and we believe that, for the vast majority of callers, the 0844 number offers a good solution.

In establishing our 0844 numbering approach we have considered guidance from Ofcom and Government Central Office of Information (COI). Their guidance recognises the concerns of the public and uncertainties caused by the complex tariff arrangements for number systems including 0844 and 0845.

We believe that our approach is in line with the latest guidance and that our 0844 approach is a reasonable one. This is particularly the case as the Commission does not provide front line services to the public directly.

We are committed to reviewing our telephone systems to provide the best balance for both callers and for our internal efficiency. This will require us to respond to changes in the telecommunications industry, government guidance and to any changing patterns for those who call us. This will include evaluating new options like 0300 numbers, as well as other more traditional options like free phone numbers.

We will also recheck our guidance literature and our web site to ensure that it includes both the geographic number as well as the 0844 alternative, especially when the number might be used by a member of the public.

Jeremy Boss – Chief Information Officer January 2008

This also means that local authorities etc are using council tax payers/residents money to pay to phone potentially higher charging numbers, hence costing these people yet again by taking money out of the public purse to paymore to phone the Audit Cmmission hence reducing the public money available to spend to the benefit of the local people?   There is also the high cost of a call when an individual contacts the Audit Commission, for example because their LA has publicised financial problems etc and a member of the public has questions to ask.

0844 798 calls are charged at g9 rate 2p/minute (incl. VAT) at all times so it's a question of interpretation, I suppose.

'Local Rate' is a meaningless phrase for almost all residential users anyway so the closest comparison would be to the standard cost of a call to a geographical (01 or 02) number.  BT's peak rate for that is 4p/minute (incl. VAT) now.

Then the argument about evening and weekend costs comes into play (depends on Call Plan) but, IMHO, that is irrelevant in this case because the Audit Commission is a 9 to 5, Monday to Friday organisation.

Then, of course, there's the argument about users of 1899, 18866 and 18185 paying 5p connection and 0p/minute at all times ...............