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<p>Universal Credit is a 24 hour, seven day a week, digital service that allows claimants
to manage their own data and account online at a time which is convenient for them.
Via their account claimants can check their Universal Credit benefit payments, notify
us of changes and record notes via an online journal facility. In addition, established
claimants who call the Freephone 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 January 2019 was 4 minutes and 53 seconds.</p><p><strong> </strong></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><strong>Notes:</strong></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data supplied is derived from unpublished management information, which was collected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>
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