Department for Work and Pensions: Telephone Services
(asked on 6th February 2023) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average time is that benefit claimants are on hold when contacting the Department to discuss their claim.
The table below presents the Departments Management Information for the period February 2022 to January 2023, detailing the average speed to answer (ASA) an inbound call, and the total number of calls answered by month.
Month Year | ASA (hrs/mins/Seconds) | Calls Answered |
FEB 22 | 0:07:35 | 3,200,789 |
MAR 22 | 0:07:43 | 3,538,351 |
APR 22 | 0:08:24 | 3,023,486 |
MAY 22 | 0:08:56 | 3,234,247 |
JUN 22 | 0:08:13 | 3,040,241 |
JUL 22 | 0:07:42 | 2,856,595 |
AUG 22 | 0:08:53 | 2,968,272 |
SEP 22 | 0:10:29 | 2,959,967 |
OCT 22 | 0:08:57 | 2,991,097 |
NOV 22 | 0:06:54 | 3,118,883 |
DEC 22 | 0:07:53 | 2,518,952 |
JAN 23 | 0:07:51 | 3,272,460 |
Please note - this information is derived from the Department’s management information designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.