Department for Work and Pensions: Telephone Services
(asked on 1st November 2021) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what proportion of calls to her Department’s telephone lines for (a) attendance allowance, (b) the Child Maintenance Service, (c) personal independence payment, (d) the State Pension and (e) debt management were answered in each month from January 2021 to October 2021.
The Percentage of Calls Answered by DWP telephone lines for (a) attendance allowance, (b) the Child Maintenance Service, (c) personal independence payment, and (d) the State Pension were answered in each month from January 2021 to September 2021 is shown in the table below
The table below also shows the number of calls received (i.e. offered to the network) and answered across all of Debt Management’s “Pay” and “Recovery” lines, over the period January to September 2021.
The proportion of calls answered is shown as a percentage for each month. Debt Management aims to achieve 90% of calls answered. In the table below there are two months where the percentage fell below 90% (March and September) but for both of these months the number of calls received was higher so placing extra demands on the system.
| January | February | March | April | May | June | July | August | September |
Personal Independence Payment New Claims | 94.1% | 92.4% | 94.6% |
|
|
|
|
|
|
Personal Independence Payment New Claims Reassessment | 93.7% | 91.9% |
|
|
|
|
|
|
|
PIP New Claims & New Claims Reassessments |
|
|
| 93.3% | 89.6% | 86.4% | 92.0% | 93.0% | 84.6% |
PIP New Claims Special Rules for Terminally Ill | 92.6% | 92.8% | 91.6% | 91.0% | 92.1% | 89.8% | 90.7% | 89.0% | 89.2% |
PIP Enquiries | 69.9% | 73.7% | 76.7% | 74.3% | 76.2% | 65.5% | 65.5% | 71.4% | 73.0% |
PIP Reassessment Enquiries | 87.0% | 85.1% | 87.4% | 89.6% | 84.8% | 87.4% | 88.9% | 84.8% | 79.0% |
State Pension New Claims | 61.3% | 64.0% | 70.1% | 81.1% | 78.1% | 90.9% | 88.1% | 58.6% | 70.0% |
State Pension Changes | 56.7% | 55.2% | 53.6% | 56.2% | 59.6% | 58.7% | 58.0% | 59.7% | 58.6% |
Attendance Allowance | 65.0% | 63.9% | 66.5% | 55.8% | 61.4% | 65.1% | 67.9% | 64.3% | 63.1% |
State Pension Enquiries | 87.6% | 92.0% | 74.8% | 67.9% | 76.8% | 97.3% | 90.8% | 90.4% | 84.6% |
Child Maintenance Service | 69.9% | 70.0% | 74.9% | 76.4% | 74.5% | 74.5% | 71.3% | 73.8% | 70.4% |
Debt Management "Pay" and "Recovery" Lines | 91.4% | 90.0% | 88.7% | 91.8% | 92.9% | 95.1% | 92.4% | 91.1% | 89.4% |
Data Source: BT - Historical Management Information (GI2 – HMI) Serco, G4S
PIP New Claims & PIP New Claims Reassessment lines were combined for reporting purposes from April 21.
October data has not yet been compiled.
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.