Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average answering time was for all her Department's phone lines for each month since March 2019.
The average call waiting time (Average Speed of Answer) for calls to DWP Service Lines (excluding Debt) in each month from March 2019 to August 2021 is shown in the table below in the format of hours:minutes:seconds.
Year | Month | Average Speed of Answer |
2018 -2019 | March | 00:05:22 |
|
|
|
2019 - 2020 | April | 00:06:20 |
| May | 00:06:44 |
| June | 00:06:26 |
| July | 00:07:14 |
| August | 00:07:11 |
| September | 00:07:11 |
| October | 00:06:31 |
| November | 00:07:07 |
| December | 00:07:01 |
| January | 00:05:19 |
| February | 00:05:50 |
| March | 00:14:02 |
|
|
|
2020 - 2021 | April | 00:21:26 |
| May | 00:10:58 |
| June | 00:06:24 |
| July | 00:08:33 |
| August | 00:08:24 |
| September | 00:07:50 |
| October | 00:06:52 |
| November | 00:06:47 |
| December | 00:07:15 |
| January | 00:08:32 |
| February | 00:07:36 |
| March | 00:07:15 |
|
|
|
2021 – 2022 | April | 00:13:44 |
| May | 00:13:06 |
| June | 00:09:40 |
| July | 00:10:37 |
| August | 00:11:25 |
Data Source: BT - Historical Management Information (GI2 – HMI) Serco, Capita, G4S
Average Speed of Answer is the average customer wait time from the point of entering a queue to connection to an agent.
The data supplied does not include Debt lines but includes outsourced lines and CMS calls from April 2020 onwards.
The data supplied is derived from unpublished management information which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics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.