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1010211

registered interest
date	19/11/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Social Security Benefits: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, how many calls have been made to each of her Department's benefit telephone lines in each of the last 18 months for which data are available.
tabling member constituency	Birkenhead
tabling member printed	Frank Field
uin	192733
answer	answer is ministerial correction date of answer 27/11/2018 answer text <p>Information about the total calls offered to the Department’s benefit telephone lines for the 18 month period May 2017 to October 2018 for which data is available has been published in the House of Commons Library<strong>.</strong></p><p> </p><p>The total number of calls across the Department have remained at a consistent level since May 2017. During this period we have rolled out Universal Credit, the Universal Credit caseload has risen to over 1.3 million, and we have been receiving calls from Universal Credit claimants that would previously have gone to HMRC or Local Authorities.</p><p> </p><p>The requested information is in the attached document.</p><p> </p> answering member constituency North Swindon answering member printed Justin Tomlinson question first answered 27/11/2018 17:39:19 answering member 4105 label Biography information for Justin Tomlinson attachment 1 file name Telephony.docx title Telephony
tabling member	478 label Biography information for Lord Field of Birkenhead

1010212

registered interest
date	19/11/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Social Security Benefits: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what the (a) shortest, (b) longest and (c) average waiting times for calls to each of her Department's benefit telephone lines were in each of the last 18 months for which data are available.
tabling member constituency	Birkenhead
tabling member printed	Frank Field
uin	192734
answer	answer is ministerial correction date of answer 04/12/2018 answer text <p>The table below provides the average waiting times for the benefit telephone lines for comparison with PQ<a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2018-05-08/141701/" target="_blank">141701</a>.</p><p> </p><p>The information is for the most recent 18 month period in which data is available for, May 2017 to October 2018.</p><p> </p><p>We are aware of a potential issue, which is being investigated, whereby a call could be terminated by a customer but potentially remain in the system and continue to be recorded as a ‘live call’. This issue produces statistical anomalies which impact on the reliability of the data available.</p><p> </p><p>Average Speed of Answer</p><p> </p><table><tbody><tr><td><p> </p></td><td><p>Last 18 Months</p></td><td><p>October 2018</p></td></tr><tr><td><p>National DLA Adult</p></td><td><p>00:03:26</p></td><td><p>00:04:51</p></td></tr><tr><td><p>Employment and Support Allowance Enquiry</p></td><td><p>00:15:19</p></td><td><p>00:11:30</p></td></tr><tr><td><p>Jobseekers Allowance Enquiry English</p></td><td><p>00:08:51</p></td><td><p>00:03:43</p></td></tr><tr><td><p>Income Support Enquiry</p></td><td><p>00:08:38</p></td><td><p>00:11:07</p></td></tr><tr><td><p>Jobcentre Enquiry Line</p></td><td><p>00:06:05</p></td><td><p>00:04:48</p></td></tr><tr><td><p>Personal Independence Payment</p></td><td><p>00:05:31</p></td><td><p>00:06:46</p></td></tr><tr><td><p>Universal Credit Live Service</p></td><td><p>00:09:17</p></td><td><p>00:16:26</p></td></tr><tr><td><p>Universal Credit Full Service</p></td><td><p>00:05:01</p></td><td><p>00:03:58</p></td></tr></tbody></table><p> </p><p>The information requested regarding the shortest and longest wait time could only be provided at disproportionate cost.</p><p> </p><p>Please Note:</p><p> </p><p>Data Source: BT - OPMIS and Historical Management Information (GI2 – HMI)</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 North Swindon answering member printed Justin Tomlinson question first answered 04/12/2018 16:33:04 answering member 4105 label Biography information for Justin Tomlinson
tabling member	478 label Biography information for Lord Field of Birkenhead