Annual Report 2019-2020

13 E F L I N G A N N U A L R E P O R T 2 0 1 9 – 2 0 2 0 others, in the sickness benefits fund, the educational fund and the reception. The composition and key figures of the service department will follow. The office of Efling has emphasized improving ser- vices for union members of foreign origin and has focused on hiring staff/service representatives with language skills to match the ethnic composition of the union members. Polish speaking service rep- resentatives have serviced union members, among Phone calls to the Efling office RECEPTION ANSWERING PHONES IN THE OFFICE OF EFLING When the members of Efling call the main number of the union, the reception staff responds to que- ries or forwards the calls to the appropriate staff members in the office. A direct line to the sickness benefits fund, the educational fund and the vacation fund when the main number is dialed. Here is an illustration of the number of calls which the office staff answers and makes to the union’s members. KIOSK – SERVICE SYSTEM A new service system was implemented in the Efling office on December 20 th of 2019. Union members select the required service, are given a number and wait patiently to be picked up by the office staff. Three language choices are available; Icelandic, English and Polish. Total of 85,978 phonecalls in 2019. Average number of phonecalls a month: 7,164. Average number of phonecalls per day: 326 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19 12.000 10.000 8.000 6.000 4.000 2.000 0 9.034 8.923 9.674 8.679 8.377 5.674 5.523 5.106 5.863 6.691 6.160 6.274 The purpose of the service system is to direct errands of union members to the appropriate service repre- sentatives in the office, thus providing better and swifter services. In wage matters union members can select a certain employee on account of their language skills. The service system makes it possible to monitor the number of visits and the distribution of service, in the aim of Icelandic English Polish 63% 61% 23% 14% 18% Languages chosen on the KIOSK desk in % 21% Jan-20 Feb-20