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<p>The table below shows the average speed of answer for telephone calls to DWP, by
benefit, for 2014-2015 and 2015-2016.</p><p><strong> </strong></p><table><tbody><tr><td
colspan="3"><p>Average Speed of Answer</p></td></tr><tr><td><p>Benefit</p></td><td><p>2014/2015</p></td><td><p>2015/2016</p></td></tr><tr><td><p>ESA
New Claims</p></td><td><p>00:03:42</p></td><td><p>00:02:58</p></td></tr><tr><td><p>ESA
Enquiries</p></td><td><p>00:03:41</p></td><td><p>00:04:04</p></td></tr><tr><td><p>IS
New Claims</p></td><td><p>00:02:13</p></td><td><p>00:02:27</p></td></tr><tr><td><p>IS
Enquiries</p></td><td><p>00:01:49</p></td><td><p>00:03:45</p></td></tr><tr><td><p>JSA
New Claims</p></td><td><p>00:02:30</p></td><td><p>00:02:49</p></td></tr><tr><td><p>JSA
Enquiries</p></td><td><p>00:02:19</p></td><td><p>00:03:56</p></td></tr><tr><td><p>Social
Fund Enquiries</p></td><td><p>00:01:54</p></td><td><p>00:02:50</p></td></tr><tr><td><p>IB
Enquiries</p></td><td><p>00:00:35</p></td><td><p>00:00:52</p></td></tr><tr><td><p>PIP
New Claims</p></td><td><p>00:01:01</p></td><td><p>00:01:41</p></td></tr><tr><td><p>PIP
Enquiries</p></td><td><p>00:00:59</p></td><td><p>00:01:10</p></td></tr><tr><td><p>Maternity
Allowance Enquiries</p></td><td><p>00:00:57</p></td><td><p>00:01:07</p></td></tr><tr><td><p>Universal
Credit</p></td><td><p>00:01:32</p></td><td><p>00:01:58</p></td></tr><tr><td><p>Benefit
Cap Line</p></td><td><p>00:01:01</p></td><td><p>00:00:55</p></td></tr><tr><td><p>Access
to Work</p></td><td><p>00:01:38</p></td><td><p>00:00:55</p></td></tr><tr><td><p>Bereavement
Line</p></td><td><p>00:00:47</p></td><td><p>00:00:44</p></td></tr><tr><td><p>Pension
Credit New Claims</p></td><td><p>00:00:56</p></td><td><p>00:01:12</p></td></tr><tr><td><p>Pension
Credit Enquiries</p></td><td><p>00:01:01</p></td><td><p>00:01:09</p></td></tr><tr><td><p>State
Pension New Claims</p></td><td><p>00:00:56</p></td><td><p>00:01:01</p></td></tr><tr><td><p>State
Pension Enquiries</p></td><td><p>00:01:02</p></td><td><p>00:01:16</p></td></tr><tr><td><p>Winter
Fuel Payments</p></td><td><p>00:01:09</p></td><td><p>00:01:10</p></td></tr><tr><td><p>DLA</p></td><td><p>00:01:38</p></td><td><p>00:01:43</p></td></tr><tr><td><p>Carer's
Allowance</p></td><td><p>00:01:13</p></td><td><p>00:01:54</p></td></tr><tr><td><p>Attendance
Allowance</p></td><td><p>00:00:53</p></td><td><p>00:00:44</p></td></tr></tbody></table><p>
</p><p> </p><p>The source of the management information provided is the Operational
Management Information System (OPMIS).</p><p> </p><p>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.</p>
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