How not to handle email, an example of bad practice in the Irish Public Service.
The Driving Test Section, Department of Transport, Ireland looks like a very modern organisation embracing the internet.
On its FAQ page it says
Q. What happens if I must cancel my test appointment? A. It is imperative that you notify the Department as soon as possible. Another person, who will have been waiting for some time, will be able to take up your time slot. You can cancel by writing to Driver Testing Section, Department of Transport, Government Offices, Ballina, Co. Mayo, or by fax at (096) 24400, or by telephone during office hours LoCall 1890 40 60 40 or on the 24 hour, 7 day, cancellation service at (096) 24250. You can also cancel by email via this website. If you give at least 10 days notice and you have not previously cancelled more than one appointment on foot of this application your test fee will not be forfeited.
Note how they don’t give the email address though. When then mention writing they give the address, and when they mention phoning they give the number, but then they mention emailling they don’t give the address, after some browsing it appears to be DrivingTest@Transport.ie.
So you type a simple email, saying hello this is xyz, your ref 123, please cancel my test”, you press send, and think you are finished. But wait here comes the auto reply.
—–Original Message—–
From: Postmaster@environ.ie [mailto:Postmaster@environ.ie]On Behalf Of
DrivingTest
Sent: [removed]
To: [removed]
Subject: Re: [removed]
If your query relates to:
1. Receiving an acknowledgement of your application for a driving test, you should receive an acknowledgement letter by post within one week of applying for the driving test. This applies to both postal and internet applications.
2. Test cancellations and rescheduling, please use our automated phone service 1890 40 60 40 with options. You will receive written confirmation within 5 working days.
3. When you can expect your test to be scheduled, our average waiting time per region is:
· North Leinster………50 weeks
· South Leinster……..50 weeks
· West………………….27 weeks
· North West…………27 weeks
· South East………….37 weeks
· South West…………27 weeks
Waiting times for individual test centres are available on our web site www.drivingtest.ie or by calling 1890 40 60 40 and choosing option 3 when prompted.
4. Getting an early test appointment - Early test appointments can only be arranged if you require a full licence in connection with your work duties or if you are leaving the country for a period of at least 3 months and will require a full licence ahead of the trip. Proof of this requirement (a letter from your employer certifying that you need a full licence in order to carry out your employment duties or copies of tickets/booking of travel abroad) must be posted or faxed to this office. We will then prioritise your application.
5. Complaints - If you wish to make a formal complaint concerning a driving test, please write to the Customer Services Officer, Driver Testing Section, Department of Transport, Government Offices, Ballina, Co. Mayo.
6. Any other query, please phone a Customer Service Representative on 1890 40 60 40
…
To translate that fluff into english, the email says thanks for your email, we will never read it instead phone us. So the Department has an impressive letterhead, boasting multiple modes of communication, saying they have an email address, but in reality its a dead end. It’s like saying you have a phone number, but if anyone calls all they hear is a recorded message saying “Thanks for your call, to contact us write us a letter”! But hey, I hear you exclaim, I thought that drivingtest.ie was an egovernment site? Well it is but unfortunately while their is an impressive booking form, there is no contact form.
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