在新西兰
税务局（IRD）大幅裁员的恶果已经反映在一线服务的质量下降，而我国经济也会因此受到伤害。 IRD对于维持我国经济整体的健康起到关键作用，然而眼下人们却不得不等上几个小时才有呼叫中心的工作人员来答复，很
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IRD对于维持我国经济整体的健康起到关键作用，然而眼下人们却不得不等上几个小时才有呼叫中心的工作人员来答复，很多人因此干脆彻底放弃打税务局的电话了。
IRD呼叫中心如此服务太丢人了。今天发布的统计数字表明人们要等上两个半小时才有人接听电话。这实在太糟糕了。
国家党政府动不动就在谈生产力，那么让人们等上几小时好和IRD客服人员说上话又如何能对提高生产力有作用呢？每天当老百姓干等着税务局接电话的时候，几百万的钱就这么流走了。
越来越多的新西兰人为此烦恼不堪，最后干脆不再打电话给呼叫中心。去年，超过100万的人在电话被接听之前就搁下的话筒。另外的26万人在接入后的等待过程中放下了电话。
税务局的大幅裁员严重影响了新西兰的边郊地区――那些地区有多达360个IRD工作岗位被裁。
有目共睹的是，在国家党统治下，大量的公共服务设施都被集中到惠灵顿去了。这个政府正在掏空我们的边郊城镇。难怪这么多边郊地区的新西兰人要投奔澳洲。
CHRIS HIPKINS
State Services Spokesperson
21 August 2012 MEDIA STATEMENT
IRD call centre performance a disgrace
Massive redundancies at the IRD have taken a huge toll on frontline customer service and the economy will be suffering as a result, Labour’s State Services spokesperson Chris Hipkins says. “The IRD plays a critical role in maintaining the overall health of the economy and yet we’ve got people waiting for hours to have their calls answered, with many giving up completely.
“In the past four years the IRD has dished out over $31 million in redundancy payments. Clearly that’s having an impact on its customer service record, particularly in the regions,” Chris Hipkins said.
“IRD’s call centre performance is a disgrace. Statistics I’m releasing today show that people are waiting for two and a half hours just to have their phone calls answered. It’s just not good enough.
“This Government is always talking about productivity, but how does having people waiting for hours on end to speak to the IRD help with that? Millions of dollars are being lost every day as Kiwis sit around waiting for the IRD to pick up the phone.
“Increasing numbers of Kiwis are getting so frustrated they’re just giving up completely. Last year over one million people hung up before their call had been answered. A further 260,000 gave up after being placed on hold.
“IRD’s job cull is also having a big impact on regional New Zealand with over 360 jobs being cut in provincial towns and cities.
“Under National we’re seeing a lot of public services centralised in Wellington. This Government is hollowing out our regional towns and cities. It’s no wonder so many Kiwis from provincial areas are heading over to Australia,” Chris Hipkins said.