Universal Credit: Telephone Services

(asked on 6th November 2018) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what process is used by her Department to estimate the (a) average call duration and (b) amount of calls taken by case managers working on universal credit; and if she will publish the results of such estimates for each year for which information is available.


Answered by
Alok Sharma Portrait
Alok Sharma
COP26 President (Cabinet Office)
This question was answered on 12th November 2018

Data can be extracted from the Universal Credit Full Service system to establish the average number of calls per day and the average duration.

We have no plans to collect or publish this data routinely given the costs involved in maintaining it to official statistics standards.

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