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<p /> <p /> <p><strong> </strong></p><table><tbody><tr><td><p> </p></td><td><p>2012/13</p></td><td><p>2013/14</p></td><td><p>2014/15</p></td></tr><tr><td><p>Changes
Bereavement</p></td><td><p>00:00:45</p></td><td><p>00:00:52</p></td><td><p>00:00:50</p></td></tr><tr><td><p>Changes
(PC / SP)</p></td><td><p>00:00:55</p></td><td><p>00:01:01</p></td><td><p>00:01:00</p></td></tr><tr><td><p>New
Claims (PC / SP)</p></td><td><p>00:00:51</p></td><td><p>00:00:54</p></td><td><p>00:01:01</p></td></tr></tbody></table><p>
</p><p>Wait times are recorded from the point of entering a queue to successful connection
to an agent.</p><p>All figures quoted relate to calls handled within DWP only, excluding
calls routed to outsourcing partners.</p><p>Figures are presented by business year,
spanning 1<sup>st</sup> April – 31<sup>st</sup> March. Figures for 2014/15 are complete
to 30<sup>th</sup> June only.</p><p>No data is available prior to April 2012 as this
metric was not included within data reported during previous periods and is no longer
available in source data systems.</p><p>Data source: OPMIS</p>
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