Department for Work and Pensions: Telephone Services
(asked on 8th May 2018) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what estimate he has made of the (a) shortest, (b) average, and (c) longest waiting times for each of her Department's public telephone lines in the most recent 12 months for which data is available.
Data to indicate the average waiting times for each of the Department’s telephone lines is presented in the table below. This reflects the overall performance during the period from April 2017 to March 2018, representing the most recent 12 months for which data is currently available.
The Average Speed of Answer (ASA) measures the average customer wait time from the point of entering a queue to connection to an agent. This excludes any time spent in pre-queue messaging and any wait time for calls ultimately abandoned by callers prior to answer.
| Average Speed of Answer |
National DLA Adult | 00:03:15 |
DWP Online Helpdesk | 00:00:57 |
Employment and Support Allowance Enquiry | 00:11:43 |
Jobseekers Allowance Enquiry English | 00:09:48 |
Income Support Enquiry | 00:04:15 |
Jobcentre Enquiry Line | 00:06:29 |
Personal Independence Payment | 00:04:44 |
Universal Credit Live Service | 00:05:35 |
Universal Credit Full Service | 00:03:58 |
The information requested regarding the shortest and longest waiting times could only be provided at disproportionate cost.
Please note:
Data source is: HMI 5A report - GI2 telephony data
The data supplied is derived from unpublished management information, which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics publication standard. The data should therefore be treated with caution.