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1002760
star this property registered interest true more like this
star this property date less than 2018-11-06more like thismore than 2018-11-06
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text 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. more like this
unstar this property tabling member constituency Glasgow South West more like this
star this property tabling member printed
Chris Stephens more like this
star this property uin 188875 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2018-11-12more like thismore than 2018-11-12
star this property answer text <p>Data can be extracted from the Universal Credit Full Service system to establish the average number of calls per day and the average duration.</p><p> </p><p>We have no plans to collect or publish this data routinely given the costs involved in maintaining it to official statistics standards.</p> more like this
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property question first answered
less than 2018-11-12T18:05:10.513Zmore like thismore than 2018-11-12T18:05:10.513Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4463
star this property label Biography information for Chris Stephens more like this
1002761
star this property registered interest true more like this
star this property date less than 2018-11-06more like thismore than 2018-11-06
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what estimate her Department has made of the number of case managers working on universal credit who are seconded to the national telephony team for each shift; and if she will make a statement. more like this
unstar this property tabling member constituency Glasgow South West more like this
star this property tabling member printed
Chris Stephens more like this
star this property uin 188876 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2018-11-12more like thismore than 2018-11-12
star this property answer text <p>We currently have 400 colleagues assigned to Universal Credit national tier telephony. We retain the flexibility to adjust the number of colleagues working on some of the core functions within Universal Credit to accommodate fluctuations in demand and the number of colleagues deployed to National Tier telephony will vary month on month as required.</p> more like this
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property question first answered
less than 2018-11-12T18:02:05.927Zmore like thismore than 2018-11-12T18:02:05.927Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4463
star this property label Biography information for Chris Stephens more like this
1011516
star this property registered interest false more like this
star this property date less than 2018-11-21more like thismore than 2018-11-21
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what the average waiting time is for a person calling the universal credit helpline to be connected to an agent. more like this
unstar this property tabling member constituency Wirral West more like this
star this property tabling member printed
Margaret Greenwood more like this
star this property uin 194163 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2018-11-28more like thismore than 2018-11-28
star this property answer text <p>Universal Credit is a 24 hour, seven day a week digital service that allows claimants to check their Universal Credit benefit payments, notify us of changes and record notes via an online journal facility. We also see claimants regularly face-to-face in jobcentres and they can contact us via the telephone outside of these appointments. In addition, this summer we introduced a new approach where established claimants who call the Universal Credit helpline are connected directly to the person or team who are dealing with the case.</p><p> </p><p>The average waiting time for a person calling the Universal Credit Full Service helpline in the month of October 2018 was 3 minutes and 58 seconds.</p><p> </p><p>Our Average Speed of Answer (ASA) measure is the average customer wait time from the point of entering a queue to connection to an agent. This excludes any time spent in pre-queue messaging and any wait time for calls ultimately abandoned by callers prior to answer.</p><p> </p><p>Notes:</p><p> </p><p>Data Source: BT - OPMIS and Historical Management Information (GI2 – HMI)</p><p>Outsourced partner data is included.</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>
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property question first answered
less than 2018-11-28T10:31:50.733Zmore like thismore than 2018-11-28T10:31:50.733Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property previous answer version
87211
star this property answering member constituency Reading West more like this
star this property answering member printed Alok Sharma more like this
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4400
star this property label Biography information for Margaret Greenwood more like this
1037789
star this property registered interest false more like this
star this property date less than 2019-01-08more like thismore than 2019-01-08
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 1 November 2018 to Question 185101, if she will publish the agent led processes and supportive lines available to universal credit helpline staff to assist claimants. more like this
unstar this property tabling member constituency Midlothian more like this
star this property tabling member printed
Danielle Rowley more like this
star this property uin 206444 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-01-11more like thismore than 2019-01-11
star this property answer text <p>Agent Led Processes (ALP’s) are low level business processes, designed to work as part of the Universal Credit service. They are embedded into the service and do not stand alone as separate guidance or instructions to staff.</p><p> </p><p>The “Digital Channel Product” is a guide which has been developed for Service Centre staff to use during telephone calls, to encourage claimants to check and use their online account as an alternative method of contacting the Department. The product gives staff some suggested ways to introduce a discussion regarding the online digital service with claimants.</p><p> </p><p>In addition to this product, call handlers have access to comprehensive Universal Credit guidance. Universal Credit guidance is published in the House of Commons Library and the Department is committed to refreshing this at regular intervals.</p> more like this
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property question first answered
less than 2019-01-11T14:38:08.347Zmore like thismore than 2019-01-11T14:38:08.347Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4628
star this property label Biography information for Danielle Rowley more like this
1039058
star this property registered interest false more like this
star this property date less than 2019-01-10more like thismore than 2019-01-10
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 1 November 2018 to Question 185101 on Universal Credit: Telephone Services, if she will publish the (a) supportive lines and (b) agent led processes used by universal credit call centre staff, in addition to the Digital Channel Product. more like this
unstar this property tabling member constituency Midlothian more like this
star this property tabling member printed
Danielle Rowley more like this
star this property uin 207307 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-01-15more like thismore than 2019-01-15
star this property answer text <p>Universal Credit is tailored to the individual needs of the claimant and the Department has chosen not to develop scripts or supportive lines for call handlers over and above the Digital Channel product.</p><p> </p><p>Agent Led Processes (ALP’s) are low level business processes, designed to work as part of the Universal Credit service. They are embedded into the service and do not stand alone as separate guidance or instructions to staff. It is therefore not possible to split them out into individual processes for sharing purposes.</p><p> </p><p>Call handlers have access to comprehensive Universal Credit guidance. Universal Credit guidance is published in the House of Commons Library and the Department is committed to refreshing this at regular intervals.</p> more like this
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property question first answered
less than 2019-01-15T17:19:20.413Zmore like thismore than 2019-01-15T17:19:20.413Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4628
star this property label Biography information for Danielle Rowley more like this
1039094
star this property registered interest false more like this
star this property date less than 2019-01-10more like thismore than 2019-01-10
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what training is provides to call-handlers on the universal credit helpline (a) when they start and (b) throughout their working time. more like this
unstar this property tabling member constituency Midlothian more like this
star this property tabling member printed
Danielle Rowley more like this
star this property uin 207317 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-01-15more like thismore than 2019-01-15
star this property answer text <p>For new entrants, the learning journey for Universal Credit Helpline call handlers is broadly made up of ‘soft skills’ customer service learning, which covers how to gather information through active listening, equality and diversity training and bespoke IT system-based technical learning, all of which is supported by consolidation activity. Colleagues, alongside experienced case managers receive on-going learning in their roles and have access to Universal Credit guidance which is refreshed at regular intervals. The majority of the low level business processes for learning are embedded into the service and do not stand alone as separate guidance or instructions to staff. However, call handlers have access to comprehensive Universal Credit guidance, which is published in the House of Commons Library and which the Department is committed to refreshing at regular intervals.</p> more like this
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property grouped question UIN 207318 more like this
star this property question first answered
less than 2019-01-15T17:29:14.787Zmore like thismore than 2019-01-15T17:29:14.787Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4628
star this property label Biography information for Danielle Rowley more like this
1039097
star this property registered interest false more like this
star this property date less than 2019-01-10more like thismore than 2019-01-10
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, if she will place in the Library a copy of the training documents used for training call handlers on the universal credit helpline. more like this
unstar this property tabling member constituency Midlothian more like this
star this property tabling member printed
Danielle Rowley more like this
star this property uin 207318 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-01-15more like thismore than 2019-01-15
star this property answer text <p>For new entrants, the learning journey for Universal Credit Helpline call handlers is broadly made up of ‘soft skills’ customer service learning, which covers how to gather information through active listening, equality and diversity training and bespoke IT system-based technical learning, all of which is supported by consolidation activity. Colleagues, alongside experienced case managers receive on-going learning in their roles and have access to Universal Credit guidance which is refreshed at regular intervals. The majority of the low level business processes for learning are embedded into the service and do not stand alone as separate guidance or instructions to staff. However, call handlers have access to comprehensive Universal Credit guidance, which is published in the House of Commons Library and which the Department is committed to refreshing at regular intervals.</p> more like this
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property grouped question UIN 207317 more like this
star this property question first answered
less than 2019-01-15T17:29:14.837Zmore like thismore than 2019-01-15T17:29:14.837Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4628
star this property label Biography information for Danielle Rowley more like this
1048065
star this property registered interest false more like this
star this property date less than 2019-01-25more like thismore than 2019-01-25
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, whether her Department has issued guidance to universal credit helpline call handlers on promoting the use of the digital channel to claimants. more like this
unstar this property tabling member constituency Midlothian more like this
star this property tabling member printed
Danielle Rowley more like this
star this property uin 212665 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-01-30more like thismore than 2019-01-30
star this property answer text <p>I refer the hon. Member to my answer to Question <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2019-01-08/206444/" target="_blank">206444</a> answered on 11 January 2019 and Question <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2019-01-10/207307/" target="_blank">207307</a> answered on 15 January 2019.</p> more like this
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property question first answered
less than 2019-01-30T13:41:49.573Zmore like thismore than 2019-01-30T13:41:49.573Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4628
star this property label Biography information for Danielle Rowley more like this
1048066
star this property registered interest false more like this
star this property date less than 2019-01-25more like thismore than 2019-01-25
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, whether her Department has set a target for the reduction in the number of calls made to the universal credit helpline. more like this
unstar this property tabling member constituency Midlothian more like this
star this property tabling member printed
Danielle Rowley more like this
star this property uin 212666 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-01-30more like thismore than 2019-01-30
star this property answer text <p>The Department has not set any targets for the reduction in the number of calls made to the Universal Credit helpline. We have no procedures or targets to incentivise call handlers to encourage claimants to use online accounts.</p> more like this
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property grouped question UIN 212668 more like this
star this property question first answered
less than 2019-01-30T16:58:34.87Zmore like thismore than 2019-01-30T16:58:34.87Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4628
star this property label Biography information for Danielle Rowley more like this
1048071
star this property registered interest false more like this
star this property date less than 2019-01-25more like thismore than 2019-01-25
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what procedures she has put in place to incentivise call handlers at universal credit call centres to encourage claimants to use online accounts, and whether those procedures include targets. more like this
unstar this property tabling member constituency Midlothian more like this
star this property tabling member printed
Danielle Rowley more like this
star this property uin 212668 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-01-30more like thismore than 2019-01-30
star this property answer text <p>The Department has not set any targets for the reduction in the number of calls made to the Universal Credit helpline. We have no procedures or targets to incentivise call handlers to encourage claimants to use online accounts.</p> more like this
star this property answering member constituency Reading West remove filter
star this property answering member printed Alok Sharma more like this
star this property grouped question UIN 212666 more like this
star this property question first answered
less than 2019-01-30T16:58:34.933Zmore like thismore than 2019-01-30T16:58:34.933Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
star this property tabling member
4628
star this property label Biography information for Danielle Rowley more like this