Support Service Confirms Routing of Enquiries to Departments and Offices

The Support Service of the Velocity Interoperability Network today published the routing it applies to enquiries. The table, on the Contact Us page of this site, lists the kinds of enquiry the Service receives, states which department or office answers each, and gives the reply the writer should expect. It covers access, connectivity, planned maintenance, standards and certification, membership, security incidents, press enquiries, accessibility, complaints and employment.

Most enquiries are answered by the Service itself. Standards and certification matters are referred to the Standards Office, membership matters to the Registry, and planned maintenance is announced by the Status Service. Security incidents are not handled by the Service at all and must be reported to the Defence Department by the emergency channel published to member administrators.

During the transition period, 482 of the 2,146 requests received were for another office, and 98 per cent of them were referred within one working day. The Service expects the published routing to reduce the number of requests that must be referred, and will report on the effect in its first quarterly report in October 2026.