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<p>DWP plans resourcing according to forecasted telephony demand in an effort to keep
wait times down. Wait time performance is frequently reviewed, and where DWP’s telephony
is delivered by an outsourced provider we use the Key Performance Indicator of percentage
of calls answered.</p><p> </p><p>The data below shows how many calls were (a) received,
(b) answered and (c) average speed of answer for each service area in each of the
last five years. CFCD data is only available for the last 2 years.</p><p> </p><p><strong>
</strong></p><table><tbody><tr><td><p><strong>Financial Year</strong></p></td><td><p><strong>Service
Area</strong></p></td><td><p><strong>Calls Offered</strong></p></td><td><p><strong>Calls
Answered</strong></p></td><td><p><strong>Average Speed of Answer</strong> <strong>hh:mm:ss</strong></p></td></tr><tr><td><p>2022-2023</p></td><td><p>CFCD</p></td><td><p>2,181,364</p></td><td><p>1,870,726</p></td><td><p>0:06:37</p></td></tr><tr><td><p>2022-2023</p></td><td><p>CMG</p></td><td><p>1,969,296</p></td><td><p>1,579,458</p></td><td><p>0:14:09</p></td></tr><tr><td><p>2022-2023</p></td><td><p>Disability
Services</p></td><td><p>8,031,706</p></td><td><p>5,916,291</p></td><td><p>0:18:47</p></td></tr><tr><td><p>2022-2023</p></td><td><p>Retirement
Services</p></td><td><p>9,563,255</p></td><td><p>8,065,542</p></td><td><p>0:06:22</p></td></tr><tr><td><p>2022-2023</p></td><td><p>Universal
Credit</p></td><td><p>15,583,662</p></td><td><p>14,504,606</p></td><td><p>0:03:00</p></td></tr><tr><td><p>2022-2023</p></td><td><p>Working
Age</p></td><td><p>3,848,833</p></td><td><p>2,837,717</p></td><td><p>0:18:55</p></td></tr><tr><td
colspan="5"><p><strong>Data above covers the period 1/4/22 – 19/3/23 representing
the latest available data for the current financial year.</strong></p></td></tr><tr><td><p>
</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>2021-2022</p></td><td><p>CFCD</p></td><td><p>2,266,123</p></td><td><p>2,044,015</p></td><td><p>0:04:32</p></td></tr><tr><td><p>2021-2022</p></td><td><p>CMG</p></td><td><p>1,853,670</p></td><td><p>1,403,894</p></td><td><p>0:17:06</p></td></tr><tr><td><p>2021-2022</p></td><td><p>Disability
Services</p></td><td><p>7,788,882</p></td><td><p>5,883,066</p></td><td><p>0:17:45</p></td></tr><tr><td><p>2021-2022</p></td><td><p>Retirement
Services</p></td><td><p>8,489,843</p></td><td><p>6,660,842</p></td><td><p>0:09:11</p></td></tr><tr><td><p>2021-2022</p></td><td><p>Universal
Credit</p></td><td><p>18,406,628</p></td><td><p>16,100,254</p></td><td><p>0:05:08</p></td></tr><tr><td><p>2021-2022</p></td><td><p>Working
Age</p></td><td><p>4,682,665</p></td><td><p>3,526,054</p></td><td><p>0:17:35</p></td></tr><tr><td><p>
</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>2020-2021</p></td><td><p>CMG</p></td><td><p>1,494,693</p></td><td><p>1,098,457</p></td><td><p>0:14:40</p></td></tr><tr><td><p>2020-2021</p></td><td><p>Disability
Services</p></td><td><p>5,800,280</p></td><td><p>4,319,762</p></td><td><p>0:17:11</p></td></tr><tr><td><p>2020-2021</p></td><td><p>Retirement
Services</p></td><td><p>7,053,720</p></td><td><p>5,440,280</p></td><td><p>0:08:43</p></td></tr><tr><td><p>2020-2021</p></td><td><p>Universal
Credit</p></td><td><p>17,407,587</p></td><td><p>15,870,315</p></td><td><p>0:03:41</p></td></tr><tr><td><p>2020-2021</p></td><td><p>Working
Age</p></td><td><p>5,151,549</p></td><td><p>3,884,057</p></td><td><p>0:16:55</p></td></tr><tr><td><p>
</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>2019-2020</p></td><td><p>CMG</p></td><td><p>3,464,411</p></td><td><p>2,750,564</p></td><td><p>0:08:53</p></td></tr><tr><td><p>2019-2020</p></td><td><p>Disability
Services</p></td><td><p>7,703,309</p></td><td><p>6,154,284</p></td><td><p>0:09:58</p></td></tr><tr><td><p>2019-2020</p></td><td><p>Retirement
Services</p></td><td><p>9,338,493</p></td><td><p>7,866,169</p></td><td><p>0:04:52</p></td></tr><tr><td><p>2019-2020</p></td><td><p>Universal
Credit</p></td><td><p>18,588,061</p></td><td><p>16,290,226</p></td><td><p>0:04:45</p></td></tr><tr><td><p>2019-2020</p></td><td><p>Working
Age</p></td><td><p>9,901,097</p></td><td><p>7,073,534</p></td><td><p>0:15:48</p></td></tr><tr><td><p>
</p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>2018-2019</p></td><td><p>CMG</p></td><td><p>3,664,662</p></td><td><p>3,289,464</p></td><td><p>0:01:18</p></td></tr><tr><td><p>2018-2019</p></td><td><p>Disability
Services</p></td><td><p>7,395,433</p></td><td><p>6,147,557</p></td><td><p>0:06:50</p></td></tr><tr><td><p>2018-2019</p></td><td><p>Retirement
Services</p></td><td><p>9,567,951</p></td><td><p>8,496,762</p></td><td><p>0:03:06</p></td></tr><tr><td><p>2018-2019</p></td><td><p>Universal
Credit</p></td><td><p>13,921,347</p></td><td><p>11,564,360</p></td><td><p>0:06:28</p></td></tr><tr><td><p>2018-2019</p></td><td><p>Working
Age</p></td><td><p>17,032,506</p></td><td><p>12,699,993</p></td><td><p>0:11:49</p></td></tr></tbody></table><p><strong>
</strong></p><p> </p><p> </p><table><tbody><tr><td><p><strong> </strong></p></td><td><p><strong>
</strong></p></td><td colspan="2"><p><strong>Debt Recovery Line</strong></p></td><td
colspan="3"><p><strong>Debt PAY Line (Inc SERCO)</strong></p></td></tr><tr><td><p><strong>Year
From - To</strong></p></td><td><p><strong>Offered</strong></p></td><td><p><strong>Answered</strong></p></td><td><p><strong>ASA</strong></p></td><td><p><strong>Offered</strong></p></td><td><p><strong>Answered</strong></p></td><td><p><strong>ASA</strong></p></td></tr><tr><td><p>Apr
2018 – Mar 2019</p></td><td><p>1511241</p></td><td><p>1319552</p></td><td><p>N/A</p></td><td><p>N/A</p></td><td><p>378723</p></td><td><p>N/A</p></td></tr><tr><td><p>Apr
2019 – Mar 2020</p></td><td><p>2185905</p></td><td><p>1493931</p></td><td><p>17:33</p></td><td><p>476005</p></td><td><p>423857</p></td><td><p>01:20</p></td></tr><tr><td><p>Apr
2020 – Mar 2021</p></td><td><p>1050818</p></td><td><p>833339</p></td><td><p>10:47</p></td><td><p>376987</p></td><td><p>354297</p></td><td><p>01:59</p></td></tr><tr><td><p>Apr
2021 – Mar 2022</p></td><td><p>1768821</p></td><td><p>1598025</p></td><td><p>05:13</p></td><td><p>823237</p></td><td><p>785246</p></td><td><p>01:45</p></td></tr><tr><td><p>Apr
2022 – Feb 2023</p></td><td><p>1604141</p></td><td><p>1390350</p></td><td><p>07:25</p></td><td><p>749320</p></td><td><p>705380</p></td><td><p>03:46</p></td></tr></tbody></table><p>
</p><p> </p><p><strong>NBFH (National Benefit Fraud Hotline) – please note the line
was shut down from April 20 to March 22 due to Covid. </strong></p><p><strong> </strong></p><p><strong>April
22 to March 23 (WC 13/03) - Internal DWP team. </strong></p><p>Average call waiting
time: 6:13</p><p>Total calls received: 97,720</p><p>Total calls answered: 75,137</p><p>
</p><p><strong>April 19 to 20 March 20 (Serco)</strong></p><p>Average call waiting
time: 38s</p><p>Total calls received: 123,341</p><p>Total calls answered 116,774</p><p>
</p><p><strong>Sept 18 to March 19 (Serco)</strong></p><p>Average call waiting time:
37s</p><p>Total calls received: 73,709</p><p>Total calls answered: 69,540</p><p> </p><p><strong>April
2018 to Sept 18 (Capita)</strong></p><p>Average call waiting time: 57s</p><p>Total
calls received: 70,959</p><p>Total calls answered: 66,070</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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