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You can find the current article at its original source at http://www.guardian.co.uk/uk/2012/nov/08/police-commissioner-election-helpline-useless
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| Home Office helpline for police commissioner elections is 'useless' | Home Office helpline for police commissioner elections is 'useless' |
| (4 months later) | |
| A whistleblower says the Home Office call centre established to tell millions of voters without internet access about the candidates in next week's police and crime commissioner elections is being run in a "totally shambolic" way. | A whistleblower says the Home Office call centre established to tell millions of voters without internet access about the candidates in next week's police and crime commissioner elections is being run in a "totally shambolic" way. |
| The man, who is working at an Electoral Commission call centre dealing with queries about the election, told the Guardian that he spoke to hundreds of older people every day who could not access the information online. They were referred to a "very temperamental automated phoneline" at the Home Office, and then were only given a list of names and no real information, he said. | The man, who is working at an Electoral Commission call centre dealing with queries about the election, told the Guardian that he spoke to hundreds of older people every day who could not access the information online. They were referred to a "very temperamental automated phoneline" at the Home Office, and then were only given a list of names and no real information, he said. |
| "The helpline they've provided us with is useless and people are frequently told it's not even the Home Office or they're laughed at and fobbed off," he said. | "The helpline they've provided us with is useless and people are frequently told it's not even the Home Office or they're laughed at and fobbed off," he said. |
| A commission spokesman said they had been deluged with complaints about the Home Office helpline and delays in sending out candidate information, and were demanding urgent action from the Home Office. | A commission spokesman said they had been deluged with complaints about the Home Office helpline and delays in sending out candidate information, and were demanding urgent action from the Home Office. |
| The commission said 7 million of the 40 million people eligible to vote in the elections are not able to access the online statements by candidates. Ministers decided not to give those standing for election the usual free mailshot to voters because it would have added £35m to the £75m bill for the new elections. More than 100,000 people have asked for hard copies of the statements by candidates standing in their area. | The commission said 7 million of the 40 million people eligible to vote in the elections are not able to access the online statements by candidates. Ministers decided not to give those standing for election the usual free mailshot to voters because it would have added £35m to the £75m bill for the new elections. More than 100,000 people have asked for hard copies of the statements by candidates standing in their area. |
| "We've had hundreds of calls from people about problems with the Home Office helpline or who are waiting for the candidate information booklet to arrive," a commission spokesperson said. | "We've had hundreds of calls from people about problems with the Home Office helpline or who are waiting for the candidate information booklet to arrive," a commission spokesperson said. |
| "We have already asked the Home Office to address both of these issues urgently and understand that steps have been taken to do this. We will monitor the situation very closely over the remaining days before the election. We will also report on these and other problems voters have faced in our post-election report." | "We have already asked the Home Office to address both of these issues urgently and understand that steps have been taken to do this. We will monitor the situation very closely over the remaining days before the election. We will also report on these and other problems voters have faced in our post-election report." |
| The call centre whistleblower's email to the Guardian said: "I speak to hundreds of elderly people every day who don't have access to the internet and are being directed to order 'printed candidate information' from the Home Office, when we transfer them they leave their details on a very temperamental automated phone line. | The call centre whistleblower's email to the Guardian said: "I speak to hundreds of elderly people every day who don't have access to the internet and are being directed to order 'printed candidate information' from the Home Office, when we transfer them they leave their details on a very temperamental automated phone line. |
| "The information is only being sent out this week and when people are receiving it, it is just a list of names and it has no information about the candidates at all. There is no way to get this information without going online and as a result whole swaths of the population are being disenfranchised. | "The information is only being sent out this week and when people are receiving it, it is just a list of names and it has no information about the candidates at all. There is no way to get this information without going online and as a result whole swaths of the population are being disenfranchised. |
| "We cannot provide candidate information and we're totally at a loss as to why the Home Office hasn't accommodated for anyone without the internet, and as to why they're so withholding about providing basic information to the public. The helpline they've provided us with is useless and people are frequently told it's not even the Home Office or they're laughed at and fobbed off," he wrote. | "We cannot provide candidate information and we're totally at a loss as to why the Home Office hasn't accommodated for anyone without the internet, and as to why they're so withholding about providing basic information to the public. The helpline they've provided us with is useless and people are frequently told it's not even the Home Office or they're laughed at and fobbed off," he wrote. |
| The Home Office is now sending out hard copies of its candidate information leaflets by first-class post. By last Monday they had had more than 108,000 requests and they hoped to fulfil those by Friday. A further million people have accessed this information on the choosemypcc website. | The Home Office is now sending out hard copies of its candidate information leaflets by first-class post. By last Monday they had had more than 108,000 requests and they hoped to fulfil those by Friday. A further million people have accessed this information on the choosemypcc website. |
| The freephone number is an automated service where people can leave their details so the candidate information booklets can be sent to them by post. | The freephone number is an automated service where people can leave their details so the candidate information booklets can be sent to them by post. |
| A Home Office spokesman said: "We do not recognise the complaints of this unnamed individual. So far more than 100,000 information booklets containing full details of every candidate have been sent to electors. Once requested booklets are being delivered within three working days. | A Home Office spokesman said: "We do not recognise the complaints of this unnamed individual. So far more than 100,000 information booklets containing full details of every candidate have been sent to electors. Once requested booklets are being delivered within three working days. |
| "An automated phoneline is the most suitable, cost-effective and commonly provided option for a service of this kind. Independent testing of the service has shown participants find the instructions clear and easy to follow. A dedicated manned Home Office helpline is available for those who want to speak to someone. | "An automated phoneline is the most suitable, cost-effective and commonly provided option for a service of this kind. Independent testing of the service has shown participants find the instructions clear and easy to follow. A dedicated manned Home Office helpline is available for those who want to speak to someone. |
| "In addition there have been well over one million visits to the www.choosemypcc.org.uk website. Everyone will be able to get the information they need about next week's election." | "In addition there have been well over one million visits to the www.choosemypcc.org.uk website. Everyone will be able to get the information they need about next week's election." |
| Labour's David Hanson said the delays were another chapter in the Home Office's book on how not to conduct an election. | Labour's David Hanson said the delays were another chapter in the Home Office's book on how not to conduct an election. |
| "Despite warnings from the Electoral Reform Society that next week's polls could result in the lowest turnout in any nationwide election in British history, the government's shambolic handling of these elections continues," he said. | "Despite warnings from the Electoral Reform Society that next week's polls could result in the lowest turnout in any nationwide election in British history, the government's shambolic handling of these elections continues," he said. |
| "Not only are voters being asked to phone a number to get information about candidates sent to them, but we now learn that the leaflets have not been received with the election just one week away. | "Not only are voters being asked to phone a number to get information about candidates sent to them, but we now learn that the leaflets have not been received with the election just one week away. |
| "It was this home secretary's decision to hold these elections in the dark and cold month of November, with no candidate information sent out as it normally would be, for a position that very few people understand under an unfamiliar voting system." | "It was this home secretary's decision to hold these elections in the dark and cold month of November, with no candidate information sent out as it normally would be, for a position that very few people understand under an unfamiliar voting system." |
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