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1584578
registered interest false more like this
date less than 2023-02-06more like thismore than 2023-02-06
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, what the average time is that benefit claimants are on hold when contacting the Department to discuss their claim. more like this
tabling member constituency Bermondsey and Old Southwark more like this
tabling member printed
Neil Coyle more like this
uin 140231 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2023-02-14more like thismore than 2023-02-14
answer text <p>The table below presents the Departments Management Information for the period February 2022 to January 2023, detailing the average speed to answer (ASA) an inbound call, and the total number of calls answered by month.</p><p> </p><table><tbody><tr><td><p><strong>Month Year</strong></p></td><td><p><strong>ASA (hrs/mins/Seconds)</strong></p></td><td><p><strong>Calls Answered</strong></p></td></tr><tr><td><p>FEB 22</p></td><td><p>0:07:35</p></td><td><p>3,200,789</p></td></tr><tr><td><p>MAR 22</p></td><td><p>0:07:43</p></td><td><p>3,538,351</p></td></tr><tr><td><p>APR 22</p></td><td><p>0:08:24</p></td><td><p>3,023,486</p></td></tr><tr><td><p>MAY 22</p></td><td><p>0:08:56</p></td><td><p>3,234,247</p></td></tr><tr><td><p>JUN 22</p></td><td><p>0:08:13</p></td><td><p>3,040,241</p></td></tr><tr><td><p>JUL 22</p></td><td><p>0:07:42</p></td><td><p>2,856,595</p></td></tr><tr><td><p>AUG 22</p></td><td><p>0:08:53</p></td><td><p>2,968,272</p></td></tr><tr><td><p>SEP 22</p></td><td><p>0:10:29</p></td><td><p>2,959,967</p></td></tr><tr><td><p>OCT 22</p></td><td><p>0:08:57</p></td><td><p>2,991,097</p></td></tr><tr><td><p>NOV 22</p></td><td><p>0:06:54</p></td><td><p>3,118,883</p></td></tr><tr><td><p>DEC 22</p></td><td><p>0:07:53</p></td><td><p>2,518,952</p></td></tr><tr><td><p>JAN 23</p></td><td><p>0:07:51</p></td><td><p>3,272,460</p></td></tr></tbody></table><p /><p><strong>Please note</strong> - 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.</p>
answering member constituency Mid Sussex more like this
answering member printed Mims Davies more like this
question first answered
less than 2023-02-14T13:03:55.083Zmore like thismore than 2023-02-14T13:03:55.083Z
answering member
4513
label Biography information for Mims Davies more like this
tabling member
4368
label Biography information for Neil Coyle more like this
1503496
registered interest true more like this
date less than 2022-09-02more like thismore than 2022-09-02
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, when she plans for the Welsh language telephone service to be fully functioning. more like this
tabling member constituency Carmarthen East and Dinefwr more like this
tabling member printed
Jonathan Edwards more like this
uin 45155 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2022-09-07more like thismore than 2022-09-07
answer text <p>The Department for Work and Pensions has a made a commitment in our Welsh Language Scheme to treat the Welsh and English languages equally and ensure that all services provided for the public in Wales are available in Welsh, as well as English.</p><p> </p><p>All DWP customers are able to access telephony services in Welsh either directly through a dedicated Welsh language helpline or by selecting the required Interactive Voice Response option. Callers to Carer’s Allowance (CA) and Attendance Allowance (AA) helplines who wish to speak to someone in Welsh currently receive a call-back from a Welsh speaker. A Welsh language option will be implemented on these telephone helplines in October 2022.</p><p> </p><p>All our service line telephone numbers are available on GOV.UK.</p> more like this
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2022-09-07T13:55:22.54Zmore like thismore than 2022-09-07T13:55:22.54Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
3943
label Biography information for Jonathan Edwards more like this
1469657
registered interest false more like this
date less than 2022-06-13more like thismore than 2022-06-13
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, how many new enquiries her Department’s MP hotline teams dealt with in each month in 2021; what steps her Department is taking to manage the (a) performance and (b) case management of those teams; what steps she is taking to oversee the performance of those MP hotlines; and if she will make a statement. more like this
tabling member constituency Newport East more like this
tabling member printed
Jessica Morden more like this
uin 16879 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2022-06-16more like thismore than 2022-06-16
answer text <p>Information relating to the numbers of enquiries received by DWP MP hotlines is not readily available and to provide it would incur disproportionate cost.</p><p> </p><p>We offer a range of ways for MPs to contact DWP, including through dedicated MP hotlines within Disability Services, CMG, and Retirement Services. Information about how MPs and their staff can best contact us is published on the Parliamentary website and this information is regularly updated. Individual product lines also conduct regular engagement with MPs, including bespoke sessions with MPs and their support teams.</p><p> </p><p>Enquiries received by MP hotlines are managed as part of DWP’s correspondence teams. We closely monitor the performance of these teams and regularly review the resource allocated to this work and where process improvements can be made.</p><p> </p><p>All MP hotlines are regularly checked during operating hours and calls from MPs are either answered directly or allow a voicemail message to be left, which will be picked up and responded to as soon as possible.</p>
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2022-06-16T14:26:21.83Zmore like thismore than 2022-06-16T14:26:21.83Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
1548
label Biography information for Jessica Morden more like this
1366480
registered interest false more like this
date less than 2021-11-08more like thismore than 2021-11-08
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text What recent assessment she has made of the contractual performance of Serco plc in delivering call-handling services for her Department. more like this
tabling member constituency Hayes and Harlington more like this
tabling member printed
John McDonnell more like this
uin 904070 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-11-08more like thismore than 2021-11-08
answer text <p>DWP regularly reviews performance with Serco to ensure they are meeting contractual responsibilities. During the term of the contract Serco have largely met their Key Performance Indicators, though more recently, competitive labour market conditions and subsequent challenges recruiting agents have led to some short-term performance impacts.</p><p> </p> more like this
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2021-11-08T17:50:03.15Zmore like thismore than 2021-11-08T17:50:03.15Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
178
label Biography information for John McDonnell more like this
1366926
registered interest false more like this
date less than 2021-11-08more like thismore than 2021-11-08
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, what steps her Department is taking to ensure that people whose voices cannot be understood by her Department's automated helpline systems are redirected to a human operator. more like this
tabling member constituency Inverness, Nairn, Badenoch and Strathspey more like this
tabling member printed
Drew Hendry more like this
uin 71373 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-11-15more like thismore than 2021-11-15
answer text <p>All except two of the Freephone lines that DWP provides operate with a menu of options for customers to select the most appropriate one before the call is then routed to an agent. The two lines which operate differently; Benefit Enquiry Line (BEL) and the Jobcentre Enquiry Line (JEL) use a function called Natural Language Call Steering which will revert to a menu of options if the customer is not understood or chooses not to speak</p><p><strong> </strong></p><p> </p> more like this
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2021-11-15T16:54:39.613Zmore like thismore than 2021-11-15T16:54:39.613Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
4467
label Biography information for Drew Hendry more like this
1364919
registered interest false more like this
date less than 2021-11-01more like thismore than 2021-11-01
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text 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. more like this
tabling member constituency East Ham more like this
tabling member printed
Stephen Timms more like this
uin 67047 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-11-04more like thismore than 2021-11-04
answer text <p>The Percentage of Calls Answered by DWP telephone lines for <strong>(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</strong></p><p> </p><p>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.</p><p> </p><p>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.</p><p> </p><table><tbody><tr><td><p> </p></td><td><p>January</p></td><td><p>February</p></td><td><p>March</p></td><td><p>April</p></td><td><p>May</p></td><td><p>June</p></td><td><p>July</p></td><td><p>August</p></td><td><p>September</p></td></tr><tr><td><p>Personal Independence Payment New Claims</p></td><td><p>94.1%</p></td><td><p>92.4%</p></td><td><p>94.6%</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>Personal Independence Payment New Claims Reassessment</p></td><td><p>93.7%</p></td><td><p>91.9%</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>PIP New Claims &amp; New Claims Reassessments</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p>93.3%</p></td><td><p>89.6%</p></td><td><p>86.4%</p></td><td><p>92.0%</p></td><td><p>93.0%</p></td><td><p>84.6%</p></td></tr><tr><td><p>PIP New Claims Special Rules for Terminally Ill</p></td><td><p>92.6%</p></td><td><p>92.8%</p></td><td><p>91.6%</p></td><td><p>91.0%</p></td><td><p>92.1%</p></td><td><p>89.8%</p></td><td><p>90.7%</p></td><td><p>89.0%</p></td><td><p>89.2%</p></td></tr><tr><td><p>PIP Enquiries</p></td><td><p>69.9%</p></td><td><p>73.7%</p></td><td><p>76.7%</p></td><td><p>74.3%</p></td><td><p>76.2%</p></td><td><p>65.5%</p></td><td><p>65.5%</p></td><td><p>71.4%</p></td><td><p>73.0%</p></td></tr><tr><td><p>PIP Reassessment Enquiries</p></td><td><p>87.0%</p></td><td><p>85.1%</p></td><td><p>87.4%</p></td><td><p>89.6%</p></td><td><p>84.8%</p></td><td><p>87.4%</p></td><td><p>88.9%</p></td><td><p>84.8%</p></td><td><p>79.0%</p></td></tr><tr><td><p>State Pension New Claims</p></td><td><p>61.3%</p></td><td><p>64.0%</p></td><td><p>70.1%</p></td><td><p>81.1%</p></td><td><p>78.1%</p></td><td><p>90.9%</p></td><td><p>88.1%</p></td><td><p>58.6%</p></td><td><p>70.0%</p></td></tr><tr><td><p>State Pension Changes</p></td><td><p>56.7%</p></td><td><p>55.2%</p></td><td><p>53.6%</p></td><td><p>56.2%</p></td><td><p>59.6%</p></td><td><p>58.7%</p></td><td><p>58.0%</p></td><td><p>59.7%</p></td><td><p>58.6%</p></td></tr><tr><td><p>Attendance Allowance</p></td><td><p>65.0%</p></td><td><p>63.9%</p></td><td><p>66.5%</p></td><td><p>55.8%</p></td><td><p>61.4%</p></td><td><p>65.1%</p></td><td><p>67.9%</p></td><td><p>64.3%</p></td><td><p>63.1%</p></td></tr><tr><td><p>State Pension Enquiries</p></td><td><p>87.6%</p></td><td><p>92.0%</p></td><td><p>74.8%</p></td><td><p>67.9%</p></td><td><p>76.8%</p></td><td><p>97.3%</p></td><td><p>90.8%</p></td><td><p>90.4%</p></td><td><p>84.6%</p></td></tr><tr><td><p>Child Maintenance Service</p></td><td><p>69.9%</p></td><td><p>70.0%</p></td><td><p>74.9%</p></td><td><p>76.4%</p></td><td><p>74.5%</p></td><td><p>74.5%</p></td><td><p>71.3%</p></td><td><p>73.8%</p></td><td><p>70.4%</p></td></tr><tr><td><p>Debt Management &quot;Pay&quot; and &quot;Recovery&quot; Lines</p></td><td><p>91.4%</p></td><td><p>90.0%</p></td><td><p>88.7%</p></td><td><p>91.8%</p></td><td><p>92.9%</p></td><td><p>95.1%</p></td><td><p>92.4%</p></td><td><p>91.1%</p></td><td><p>89.4%</p></td></tr></tbody></table><p> </p><p> </p><p> </p><p>Data Source: BT - Historical Management Information (GI2 – HMI) Serco, G4S</p><p> </p><p>PIP New Claims &amp; PIP New Claims Reassessment lines were combined for reporting purposes from April 21.</p><p> </p><p>October data has not yet been compiled.</p><p> </p><p>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.</p>
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2021-11-04T17:35:51.433Zmore like thismore than 2021-11-04T17:35:51.433Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
163
label Biography information for Sir Stephen Timms more like this
1364920
registered interest false more like this
date less than 2021-11-01more like thismore than 2021-11-01
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, what the average waiting time was for 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 in each month from January 2021 to October 2021. more like this
tabling member constituency East Ham more like this
tabling member printed
Stephen Timms more like this
uin 67048 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-11-04more like thismore than 2021-11-04
answer text <p>The average call waiting time (Average Speed of Answer) for calls to DWP Service Lines <strong>for (a) attendance allowance, (b) the Child Maintenance Service, (c) personal independence payment, (d) the State Pension and (e) debt management in each month from January 2021 to September 2021 i</strong>s shown in the table below in the format of hours:minutes:seconds.</p><p> </p><p>The figures provided for Debt Management have been split between the Pay and Recovery lines.</p><p> </p><p> </p><p /><table><tbody><tr><td><p> </p></td><td><p>January</p></td><td><p>February</p></td><td><p>March</p></td><td><p>April</p></td><td><p>May</p></td><td><p>June</p></td><td><p>July</p></td><td><p>August</p></td><td><p>September</p></td></tr><tr><td><p>Personal Independence Payment New Claims</p></td><td><p>00:02:50</p></td><td><p>00:03:41</p></td><td><p>00:02:16</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>Personal Independence Payment New Claims Reassessment</p></td><td><p>00:02:40</p></td><td><p>00:03:33</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>PIP New Claims &amp; New Claims Reassessments</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p>00:02:59</p></td><td><p>00:05:06</p></td><td><p>00:06:51</p></td><td><p>00:03:28</p></td><td><p>00:02:56</p></td><td><p>00:07:47</p></td></tr><tr><td><p>PIP New Claims Special Rules for Terminally Ill</p></td><td><p>00:03:06</p></td><td><p>00:03:53</p></td><td><p>00:04:00</p></td><td><p>00:04:08</p></td><td><p>00:03:59</p></td><td><p>00:05:01</p></td><td><p>00:05:36</p></td><td><p>00:06:00</p></td><td><p>00:05:11</p></td></tr><tr><td><p>PIP Enquiries</p></td><td><p>00:23:17</p></td><td><p>00:19:19</p></td><td><p>00:16:50</p></td><td><p>00:19:24</p></td><td><p>00:17:40</p></td><td><p>00:28:01</p></td><td><p>00:30:44</p></td><td><p>00:23:30</p></td><td><p>00:21:46</p></td></tr><tr><td><p>PIP Reassessment Enquiries</p></td><td><p>00:00:35</p></td><td><p>00:00:52</p></td><td><p>00:00:21</p></td><td><p>00:00:17</p></td><td><p>00:00:25</p></td><td><p>00:00:42</p></td><td><p>00:00:32</p></td><td><p>00:01:07</p></td><td><p>00:01:35</p></td></tr><tr><td><p>State Pension New Claims</p></td><td><p>00:21:55</p></td><td><p>00:21:31</p></td><td><p>00:15:21</p></td><td><p>00:10:13</p></td><td><p>00:12:35</p></td><td><p>00:04:39</p></td><td><p>00:06:37</p></td><td><p>00:26:39</p></td><td><p>00:17:51</p></td></tr><tr><td><p>State Pension Changes</p></td><td><p>00:21:05</p></td><td><p>00:21:37</p></td><td><p>00:21:56</p></td><td><p>00:20:53</p></td><td><p>00:21:14</p></td><td><p>00:20:08</p></td><td><p>00:21:18</p></td><td><p>00:20:26</p></td><td><p>00:21:51</p></td></tr><tr><td><p>Attendance Allowance Total</p></td><td><p>00:14:05</p></td><td><p>00:14:48</p></td><td><p>00:13:57</p></td><td><p>00:19:27</p></td><td><p>00:15:18</p></td><td><p>00:14:22</p></td><td><p>00:12:35</p></td><td><p>00:15:05</p></td><td><p>00:14:57</p></td></tr><tr><td><p>State Pension Enquiries</p></td><td><p>00:04:12</p></td><td><p>00:02:37</p></td><td><p>00:09:26</p></td><td><p>00:13:30</p></td><td><p>00:09:17</p></td><td><p>00:01:02</p></td><td><p>00:03:24</p></td><td><p>00:03:41</p></td><td><p>00:05:10</p></td></tr><tr><td><p>Child Maintenance Service</p></td><td><p>00:20:02</p></td><td><p>00:20:23</p></td><td><p>00:16:11</p></td><td><p>00:15:07</p></td><td><p>00:16:43</p></td><td><p>00:17:15</p></td><td><p>00:19:27</p></td><td><p>00:19:22</p></td><td><p>00:20:59</p></td></tr><tr><td><p>Debt Management &quot;Pay&quot;</p></td><td><p>00:54</p></td><td><p>00:51</p></td><td><p>01:57</p></td><td><p>0.14</p></td><td><p>00:29</p></td><td><p>02:00</p></td><td><p>00:26</p></td><td><p>02:01</p></td><td><p>02:04</p></td></tr><tr><td><p>Debt Management &quot;Recovery&quot;</p></td><td><p>06:47</p></td><td><p>07:05</p></td><td><p>07:55</p></td><td><p>05:53</p></td><td><p>04:40</p></td><td><p>02:25</p></td><td><p>05:13</p></td><td><p>04:40</p></td><td><p>04:13</p></td></tr></tbody></table><p><strong> </strong></p><p>Data Source: BT - Historical Management Information (GI2 – HMI) Serco, G4S</p><p> </p><p>PIP New Claims &amp; PIP New Claims Reassessment lines were combined for reporting purposes from April 21.</p><p> </p><p>The telephony system does not use the term “waiting time” but instead provides data on the average speed that the call is answered.</p><p> </p><p>Average Speed of Answer is the average customer wait time from the point of entering a queue to connection to an agent. This figure excludes any time spent in pre-queue messaging and any wait time for calls ultimately abandoned by callers.</p><p> </p><p>October data has not yet been compiled.</p><p><strong> </strong></p><p>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.</p><p> </p><p> </p><p> </p><p> </p>
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2021-11-04T17:45:39.947Zmore like thismore than 2021-11-04T17:45:39.947Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
163
label Biography information for Sir Stephen Timms more like this
1355052
registered interest false more like this
date less than 2021-09-13more like thismore than 2021-09-13
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, what steps her Department is taking to reduce phone call waiting times for service users trying to contact her Department's services. more like this
tabling member constituency Ashfield more like this
tabling member printed
Lee Anderson more like this
uin 48360 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-09-20more like thismore than 2021-09-20
answer text <p>The Department prioritises resource to our telephony services according to forecast demand. In periods of unexpected high demand (such as experienced through the pandemic) waiting times may vary while the Department rebalances across services, or secures external resource. The Department also continues to progress automation of services for those citizens able to self-serve to reduce demand and therefore wait times.</p> more like this
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2021-09-20T16:38:27.057Zmore like thismore than 2021-09-20T16:38:27.057Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
4743
label Biography information for Lee Anderson more like this
1354281
registered interest false more like this
date less than 2021-09-09more like thismore than 2021-09-09
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text 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. more like this
tabling member constituency Ellesmere Port and Neston more like this
tabling member printed
Justin Madders more like this
uin 45859 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-09-22more like thismore than 2021-09-22
answer text <p>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.</p><p /><table><tbody><tr><td><p><strong>Year</strong></p></td><td><p><strong>Month</strong></p></td><td><p><strong>Average Speed of Answer</strong></p></td></tr><tr><td><p>2018 -2019</p></td><td><p>March</p></td><td><p>00:05:22</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>2019 - 2020</p></td><td><p>April</p></td><td><p>00:06:20</p></td></tr><tr><td><p> </p></td><td><p>May</p></td><td><p>00:06:44</p></td></tr><tr><td><p> </p></td><td><p>June</p></td><td><p>00:06:26</p></td></tr><tr><td><p> </p></td><td><p>July</p></td><td><p>00:07:14</p></td></tr><tr><td><p> </p></td><td><p>August</p></td><td><p>00:07:11</p></td></tr><tr><td><p> </p></td><td><p>September</p></td><td><p>00:07:11</p></td></tr><tr><td><p> </p></td><td><p>October</p></td><td><p>00:06:31</p></td></tr><tr><td><p> </p></td><td><p>November</p></td><td><p>00:07:07</p></td></tr><tr><td><p> </p></td><td><p>December</p></td><td><p>00:07:01</p></td></tr><tr><td><p> </p></td><td><p>January</p></td><td><p>00:05:19</p></td></tr><tr><td><p> </p></td><td><p>February</p></td><td><p>00:05:50</p></td></tr><tr><td><p> </p></td><td><p>March</p></td><td><p>00:14:02</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>2020 - 2021</p></td><td><p>April</p></td><td><p>00:21:26</p></td></tr><tr><td><p> </p></td><td><p>May</p></td><td><p>00:10:58</p></td></tr><tr><td><p> </p></td><td><p>June</p></td><td><p>00:06:24</p></td></tr><tr><td><p> </p></td><td><p>July</p></td><td><p>00:08:33</p></td></tr><tr><td><p> </p></td><td><p>August</p></td><td><p>00:08:24</p></td></tr><tr><td><p> </p></td><td><p>September</p></td><td><p>00:07:50</p></td></tr><tr><td><p> </p></td><td><p>October</p></td><td><p>00:06:52</p></td></tr><tr><td><p> </p></td><td><p>November</p></td><td><p>00:06:47</p></td></tr><tr><td><p> </p></td><td><p>December</p></td><td><p>00:07:15</p></td></tr><tr><td><p> </p></td><td><p>January</p></td><td><p>00:08:32</p></td></tr><tr><td><p> </p></td><td><p>February</p></td><td><p>00:07:36</p></td></tr><tr><td><p> </p></td><td><p>March</p></td><td><p>00:07:15</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>2021 – 2022</p></td><td><p>April</p></td><td><p>00:13:44</p></td></tr><tr><td><p> </p></td><td><p>May</p></td><td><p>00:13:06</p></td></tr><tr><td><p> </p></td><td><p>June</p></td><td><p>00:09:40</p></td></tr><tr><td><p> </p></td><td><p>July</p></td><td><p>00:10:37</p></td></tr><tr><td><p> </p></td><td><p>August</p></td><td><p>00:11:25</p></td></tr></tbody></table><p> </p><p>Data Source: BT - Historical Management Information (GI2 – HMI) Serco, Capita, G4S</p><p> </p><p>Average Speed of Answer is the average customer wait time from the point of entering a queue to connection to an agent.</p><p> </p><p>The data supplied does not include Debt lines but includes outsourced lines and CMS calls from April 2020 onwards.</p><p><strong> </strong></p><p>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.</p>
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2021-09-22T15:07:55.53Zmore like thismore than 2021-09-22T15:07:55.53Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
4418
label Biography information for Justin Madders more like this
1279167
registered interest false more like this
date less than 2021-01-21more like thismore than 2021-01-21
answering body
Department for Work and Pensions remove filter
answering dept id 29 more like this
answering dept short name Work and Pensions more like this
answering dept sort name Work and Pensions more like this
hansard heading Department for Work and Pensions: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, with reference to the letter of 15 January 2021 from the Permanent Secretary to the Work and Pensions Committee, how her Department defines the acceptable service level for its telephone lines for (a) attendance allowance, (b) the Child Maintenance Service, (c) personal independence payment and (d) state pension; and in each month from August 2020 to December 2020 what service level was provided on each of those lines. more like this
tabling member constituency East Ham more like this
tabling member printed
Stephen Timms more like this
uin 141388 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-02-02more like thismore than 2021-02-02
answer text <p>An acceptable level of service for all of the department’s telephony lines is defined as 80% of calls answered (a common industry standard). This service level indicates that customers are being quickly connected to team members and getting their problems resolved in a timely manner.</p><p> </p><p>A reduced service may be necessary for a period where the balancing of resource (as experienced during this Pandemic) are of high priority within a particular business area.</p><p> </p><p>Table below shows performance for Attendance Allowance (AA), Child Maintenance Service (CMS), Personal Independence Payment (PIP) and State Pension (SP) telephony lines for the period August 2020 to December 2020.</p><p> </p><table><tbody><tr><td><p><strong>% Calls Answered (PCA)</strong></p></td><td><p><strong>Aug-20</strong></p></td><td><p><strong>Sep-20</strong></p></td><td><p><strong>Oct-20</strong></p></td><td><p><strong>Nov-20</strong></p></td><td><p><strong>Dec-20</strong></p></td></tr><tr><td><p><strong>AA</strong></p></td><td><p>61.10%</p></td><td><p>60.20%</p></td><td><p>64.40%</p></td><td><p>62.00%</p></td><td><p>64.00%</p></td></tr><tr><td><p><strong>CMS</strong></p></td><td><p>78.90%</p></td><td><p>75.60%</p></td><td><p>74.80%</p></td><td><p>74.30%</p></td><td><p>68.40%</p></td></tr><tr><td><p><strong>PIP</strong></p></td><td><p>70.60%</p></td><td><p>70.60%</p></td><td><p>63.30%</p></td><td><p>69.60%</p></td><td><p>69.20%</p></td></tr><tr><td><p><strong>SP</strong></p></td><td><p>60.60%</p></td><td><p>57.90%</p></td><td><p>52.10%</p></td><td><p>55.20%</p></td><td><p>60.30%</p></td></tr></tbody></table>
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2021-02-02T16:24:42.857Zmore like thismore than 2021-02-02T16:24:42.857Z
answering member
4142
label Biography information for Guy Opperman more like this
previous answer version
77399
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
163
label Biography information for Sir Stephen Timms more like this