(1) (a) What are the relevant details of each toll-free helpline and/or hotline for the public service and (b) how can the public access the specified details; (2) are there any plans to consolidate any of the specified hotlines; if not, why not; if so, (a) why and (b) who will be responsible for the specified initiative; (3) is anything hampering the specified initiative; if so, what are the further relevant details; (4) does his department track the number of queries that are referred to other helplines; if not, why not; if so, (a) what is the percentage of queries that are referred to other helplines and (b) how many queries that were made through the specified hotlines were (i) referred to other helplines and (ii) marked as satisfactorily resolved despite only being referred to other hotlines in the 2014-15 financial year; (5) does his department have any plans in place to modernise the support services offered through hotlines, particularly by making use of mobile phones and/or smart phones; if not, why not; if so, what are the relevant details?