Linked Data API

Show Search Form

Search Results

1091379
star this property registered interest false more like this
star this property date less than 2019-03-19more like thismore than 2019-03-19
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
star this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services more like this
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what the average wait time for a phone call to be answered was to the universal credit helpline in (a) each of the last three months and (b) 2018. more like this
star this property tabling member constituency Eastbourne more like this
star this property tabling member printed
Stephen Lloyd remove filter
star this property uin 234185 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer remove filter
star this property answer text <p>Universal Credit is a 24 hour, seven days 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 each of the last three months was:</p><p> </p><table><tbody><tr><td><p><strong>Month</strong></p></td><td><p><strong>Average Speed of Answer (minutes)</strong></p></td></tr><tr><td><p>December 2018</p></td><td><p>4.52</p></td></tr><tr><td><p>January 2019</p></td><td><p>4.53</p></td></tr><tr><td><p>February 2019</p></td><td><p>4.16</p></td></tr></tbody></table><p> </p><p>The average waiting times for a person calling the Universal Credit Full Service helpline in 2018 was 5 minutes 52 seconds</p><p> </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>For calls connected to the owning Case Manager or team, the Average Speed of Answer was 1 minute 10 seconds in February 2019.</p><p> </p><p>Data Source: BT - OPMIS and Historical Management Information (GI2 – HMI)</p><p> </p><p>Outsourced partner data is included.</p><p> </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>
star this property answering member constituency Reading West more like this
star this property answering member printed Alok Sharma more like this
star this property question first answered
less than 2019-03-27T16:15:47.583Zmore like thismore than 2019-03-27T16:15:47.583Z
star this property answering member
4014
star this property label Biography information for Alok Sharma more like this
unstar this property tabling member
3968
unstar this property label Biography information for Stephen Lloyd more like this