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<p>Waiting time targets:</p><p> </p><p>DWP reviews forecasted telephony demand and
plans resourcing accordingly 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. All DWP customer telephone
lines are Freephone numbers.</p><p> </p><p>Average waiting time/Average Speed of Answer
(ASA)</p><p> </p><p>The ASA for all service lines in Retirement Services, Universal
Credit, Child Maintenance Group, Disability Services and Working Age for each of the
last Fifty-Two weeks was as follows:</p><p> </p><table><tbody><tr><td><p>Week Commencing</p></td><td><p>Retirement
Provision</p></td><td><p>Universal Credit</p></td><td><p>CMG</p></td><td><p>Disability</p></td><td><p>Working
Age</p></td></tr><tr><td><p>06/09/2021</p></td><td><p>00:12:06</p></td><td><p>00:08:15</p></td><td><p>00:20:52</p></td><td><p>00:18:55</p></td><td><p>00:16:47</p></td></tr><tr><td><p>13/09/2021</p></td><td><p>00:10:12</p></td><td><p>00:12:30</p></td><td><p>00:22:15</p></td><td><p>00:17:58</p></td><td><p>00:15:03</p></td></tr><tr><td><p>20/09/2021</p></td><td><p>00:09:02</p></td><td><p>00:15:48</p></td><td><p>00:18:13</p></td><td><p>00:18:34</p></td><td><p>00:11:08</p></td></tr><tr><td><p>27/09/2021</p></td><td><p>00:10:34</p></td><td><p>00:13:09</p></td><td><p>00:22:38</p></td><td><p>00:19:08</p></td><td><p>00:10:06</p></td></tr><tr><td><p>04/10/2021</p></td><td><p>00:10:24</p></td><td><p>00:07:34</p></td><td><p>00:19:07</p></td><td><p>00:21:04</p></td><td><p>00:11:45</p></td></tr><tr><td><p>11/10/2021</p></td><td><p>00:10:14</p></td><td><p>00:03:17</p></td><td><p>00:18:55</p></td><td><p>00:22:17</p></td><td><p>00:11:01</p></td></tr><tr><td><p>18/10/2021</p></td><td><p>00:09:49</p></td><td><p>00:03:42</p></td><td><p>00:19:05</p></td><td><p>00:19:56</p></td><td><p>00:14:02</p></td></tr><tr><td><p>25/10/2021</p></td><td><p>00:10:54</p></td><td><p>00:03:45</p></td><td><p>00:20:30</p></td><td><p>00:18:37</p></td><td><p>00:17:09</p></td></tr><tr><td><p>01/11/2021</p></td><td><p>00:09:31</p></td><td><p>00:03:00</p></td><td><p>00:21:05</p></td><td><p>00:19:19</p></td><td><p>00:13:59</p></td></tr><tr><td><p>08/11/2021</p></td><td><p>00:09:22</p></td><td><p>00:03:38</p></td><td><p>00:17:10</p></td><td><p>00:17:29</p></td><td><p>00:13:46</p></td></tr><tr><td><p>15/11/2021</p></td><td><p>00:09:13</p></td><td><p>00:02:30</p></td><td><p>00:13:43</p></td><td><p>00:16:57</p></td><td><p>00:14:45</p></td></tr><tr><td><p>22/11/2021</p></td><td><p>00:08:21</p></td><td><p>00:03:08</p></td><td><p>00:14:42</p></td><td><p>00:17:26</p></td><td><p>00:18:19</p></td></tr><tr><td><p>29/11/2021</p></td><td><p>00:08:22</p></td><td><p>00:03:41</p></td><td><p>00:19:00</p></td><td><p>00:17:07</p></td><td><p>00:24:07</p></td></tr><tr><td><p>06/12/2021</p></td><td><p>00:08:27</p></td><td><p>00:02:09</p></td><td><p>00:14:37</p></td><td><p>00:18:18</p></td><td><p>00:22:52</p></td></tr><tr><td><p>13/12/2021</p></td><td><p>00:06:29</p></td><td><p>00:01:50</p></td><td><p>00:10:00</p></td><td><p>00:15:10</p></td><td><p>00:11:46</p></td></tr><tr><td><p>20/12/2021</p></td><td><p>00:04:55</p></td><td><p>00:00:22</p></td><td><p>00:15:40</p></td><td><p>00:12:18</p></td><td><p>00:07:13</p></td></tr><tr><td><p>27/12/2021</p></td><td><p>00:09:20</p></td><td><p>00:01:05</p></td><td><p>00:23:59</p></td><td><p>00:20:50</p></td><td><p>00:18:04</p></td></tr><tr><td><p>03/01/2022</p></td><td><p>00:09:53</p></td><td><p>00:01:12</p></td><td><p>00:18:23</p></td><td><p>00:16:45</p></td><td><p>00:11:20</p></td></tr><tr><td><p>10/01/2022</p></td><td><p>00:09:35</p></td><td><p>00:00:24</p></td><td><p>00:14:30</p></td><td><p>00:17:12</p></td><td><p>00:08:13</p></td></tr><tr><td><p>17/01/2022</p></td><td><p>00:10:40</p></td><td><p>00:00:21</p></td><td><p>00:15:22</p></td><td><p>00:13:33</p></td><td><p>00:08:22</p></td></tr><tr><td><p>24/01/2022</p></td><td><p>00:10:32</p></td><td><p>00:00:18</p></td><td><p>00:17:01</p></td><td><p>00:14:56</p></td><td><p>00:09:23</p></td></tr><tr><td><p>31/01/2022</p></td><td><p>00:10:01</p></td><td><p>00:00:53</p></td><td><p>00:14:57</p></td><td><p>00:13:48</p></td><td><p>00:11:49</p></td></tr><tr><td><p>07/02/2022</p></td><td><p>00:09:29</p></td><td><p>00:02:57</p></td><td><p>00:13:05</p></td><td><p>00:15:41</p></td><td><p>00:12:30</p></td></tr><tr><td><p>14/02/2022</p></td><td><p>00:09:29</p></td><td><p>00:01:08</p></td><td><p>00:14:10</p></td><td><p>00:16:24</p></td><td><p>00:17:05</p></td></tr><tr><td><p>21/02/2022</p></td><td><p>00:09:42</p></td><td><p>00:01:16</p></td><td><p>00:15:00</p></td><td><p>00:18:44</p></td><td><p>00:17:20</p></td></tr><tr><td><p>28/02/2022</p></td><td><p>00:08:44</p></td><td><p>00:02:26</p></td><td><p>00:18:20</p></td><td><p>00:15:44</p></td><td><p>00:20:05</p></td></tr><tr><td><p>07/03/2022</p></td><td><p>00:07:44</p></td><td><p>00:01:36</p></td><td><p>00:14:47</p></td><td><p>00:16:35</p></td><td><p>00:19:02</p></td></tr><tr><td><p>14/03/2022</p></td><td><p>00:06:04</p></td><td><p>00:02:00</p></td><td><p>00:12:55</p></td><td><p>00:17:55</p></td><td><p>00:21:41</p></td></tr><tr><td><p>21/03/2022</p></td><td><p>00:06:59</p></td><td><p>00:02:24</p></td><td><p>00:12:50</p></td><td><p>00:15:37</p></td><td><p>00:20:50</p></td></tr><tr><td><p>28/03/2022</p></td><td><p>00:09:03</p></td><td><p>00:02:18</p></td><td><p>00:13:13</p></td><td><p>00:16:46</p></td><td><p>00:16:13</p></td></tr><tr><td><p>04/04/2022</p></td><td><p>00:07:59</p></td><td><p>00:04:10</p></td><td><p>00:12:43</p></td><td><p>00:18:03</p></td><td><p>00:10:54</p></td></tr><tr><td><p>11/04/2022</p></td><td><p>00:06:35</p></td><td><p>00:02:57</p></td><td><p>00:09:38</p></td><td><p>00:18:06</p></td><td><p>00:14:41</p></td></tr><tr><td><p>18/04/2022</p></td><td><p>00:08:04</p></td><td><p>00:03:48</p></td><td><p>00:15:53</p></td><td><p>00:16:45</p></td><td><p>00:19:26</p></td></tr><tr><td><p>25/04/2022</p></td><td><p>00:07:03</p></td><td><p>00:02:31</p></td><td><p>00:13:24</p></td><td><p>00:16:35</p></td><td><p>00:16:21</p></td></tr><tr><td><p>02/05/2022</p></td><td><p>00:09:26</p></td><td><p>00:04:12</p></td><td><p>00:14:35</p></td><td><p>00:18:27</p></td><td><p>00:18:17</p></td></tr><tr><td><p>09/05/2022</p></td><td><p>00:08:09</p></td><td><p>00:02:56</p></td><td><p>00:14:20</p></td><td><p>00:14:32</p></td><td><p>00:19:27</p></td></tr><tr><td><p>16/05/2022</p></td><td><p>00:07:12</p></td><td><p>00:04:41</p></td><td><p>00:17:52</p></td><td><p>00:18:07</p></td><td><p>00:16:28</p></td></tr><tr><td><p>23/05/2022</p></td><td><p>00:06:58</p></td><td><p>00:02:56</p></td><td><p>00:23:56</p></td><td><p>00:14:16</p></td><td><p>00:13:23</p></td></tr><tr><td><p>30/05/2022</p></td><td><p>00:06:54</p></td><td><p>00:07:37</p></td><td><p>00:30:45</p></td><td><p>00:13:22</p></td><td><p>00:15:54</p></td></tr><tr><td><p>06/06/2022</p></td><td><p>00:08:26</p></td><td><p>00:04:15</p></td><td><p>00:29:17</p></td><td><p>00:19:23</p></td><td><p>00:15:49</p></td></tr><tr><td><p>13/06/2022</p></td><td><p>00:08:38</p></td><td><p>00:03:21</p></td><td><p>00:29:46</p></td><td><p>00:16:35</p></td><td><p>00:07:10</p></td></tr><tr><td><p>20/06/2022</p></td><td><p>00:06:12</p></td><td><p>00:03:26</p></td><td><p>00:32:13</p></td><td><p>00:14:20</p></td><td><p>00:09:11</p></td></tr><tr><td><p>27/06/2022</p></td><td><p>00:06:15</p></td><td><p>00:03:35</p></td><td><p>00:23:22</p></td><td><p>00:16:48</p></td><td><p>00:10:08</p></td></tr><tr><td><p>04/07/2022</p></td><td><p>00:06:07</p></td><td><p>00:03:24</p></td><td><p>00:19:27</p></td><td><p>00:17:32</p></td><td><p>00:11:32</p></td></tr><tr><td><p>11/07/2022</p></td><td><p>00:06:41</p></td><td><p>00:04:09</p></td><td><p>00:18:17</p></td><td><p>00:18:20</p></td><td><p>00:14:42</p></td></tr><tr><td><p>18/07/2022</p></td><td><p>00:06:14</p></td><td><p>00:02:06</p></td><td><p>00:14:08</p></td><td><p>00:16:21</p></td><td><p>00:12:02</p></td></tr><tr><td><p>25/07/2022</p></td><td><p>00:06:44</p></td><td><p>00:01:35</p></td><td><p>00:15:30</p></td><td><p>00:16:01</p></td><td><p>00:13:28</p></td></tr><tr><td><p>01/08/2022</p></td><td><p>00:08:49</p></td><td><p>00:02:48</p></td><td><p>00:14:59</p></td><td><p>00:17:09</p></td><td><p>00:16:46</p></td></tr><tr><td><p>08/08/2022</p></td><td><p>00:08:30</p></td><td><p>00:02:48</p></td><td><p>00:17:11</p></td><td><p>00:16:48</p></td><td><p>00:14:39</p></td></tr><tr><td><p>15/08/2022</p></td><td><p>00:08:14</p></td><td><p>00:04:55</p></td><td><p>00:16:59</p></td><td><p>00:18:05</p></td><td><p>00:16:10</p></td></tr><tr><td><p>22/08/2022</p></td><td><p>00:07:01</p></td><td><p>00:04:22</p></td><td><p>00:15:16</p></td><td><p>00:18:43</p></td><td><p>00:16:25</p></td></tr><tr><td><p>29/08/2022</p></td><td><p>00:07:44</p></td><td><p>00:03:52</p></td><td><p>00:17:21</p></td><td><p>00:19:13</p></td><td><p>00:19:54</p></td></tr></tbody></table><p>hh:mm:ss</p><p><strong>
</strong></p><p>Average Speed of Answer measures 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.</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><p>
</p><p><strong> </strong></p><p />
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