Department for Work and Pensions: Telephone Services
(asked on 2nd September 2016) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average waiting time was for calls to his Department's public telephone lines, by social security benefit, in each of the last two years.
The table below shows the average speed of answer for telephone calls to DWP, by benefit, for 2014-2015 and 2015-2016.
Average Speed of Answer | ||
Benefit | 2014/2015 | 2015/2016 |
ESA New Claims | 00:03:42 | 00:02:58 |
ESA Enquiries | 00:03:41 | 00:04:04 |
IS New Claims | 00:02:13 | 00:02:27 |
IS Enquiries | 00:01:49 | 00:03:45 |
JSA New Claims | 00:02:30 | 00:02:49 |
JSA Enquiries | 00:02:19 | 00:03:56 |
Social Fund Enquiries | 00:01:54 | 00:02:50 |
IB Enquiries | 00:00:35 | 00:00:52 |
PIP New Claims | 00:01:01 | 00:01:41 |
PIP Enquiries | 00:00:59 | 00:01:10 |
Maternity Allowance Enquiries | 00:00:57 | 00:01:07 |
Universal Credit | 00:01:32 | 00:01:58 |
Benefit Cap Line | 00:01:01 | 00:00:55 |
Access to Work | 00:01:38 | 00:00:55 |
Bereavement Line | 00:00:47 | 00:00:44 |
Pension Credit New Claims | 00:00:56 | 00:01:12 |
Pension Credit Enquiries | 00:01:01 | 00:01:09 |
State Pension New Claims | 00:00:56 | 00:01:01 |
State Pension Enquiries | 00:01:02 | 00:01:16 |
Winter Fuel Payments | 00:01:09 | 00:01:10 |
DLA | 00:01:38 | 00:01:43 |
Carer's Allowance | 00:01:13 | 00:01:54 |
Attendance Allowance | 00:00:53 | 00:00:44 |
The source of the management information provided is the Operational Management Information System (OPMIS).
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.