{ "format" : "linked-data-api", "version" : "0.2", "result" : {"_about" : "http://eldaddp.azurewebsites.net/answeredquestions.text?AnsweringBody.=Department+for+Work+and+Pensions&hansardHeading=Department+for+Work+and+Pensions%3A+Telephone+Services&max-answer.dateOfAnswer=2023-02-27", "definition" : "http://eldaddp.azurewebsites.net/meta/answeredquestions.text?AnsweringBody.=Department+for+Work+and+Pensions&hansardHeading=Department+for+Work+and+Pensions%3A+Telephone+Services&max-answer.dateOfAnswer=2023-02-27", "extendedMetadataVersion" : "http://eldaddp.azurewebsites.net/answeredquestions.text?AnsweringBody.=Department+for+Work+and+Pensions&_metadata=all&hansardHeading=Department+for+Work+and+Pensions%3A+Telephone+Services&max-answer.dateOfAnswer=2023-02-27", "first" : "http://eldaddp.azurewebsites.net/answeredquestions.text?_page=0&AnsweringBody.=Department+for+Work+and+Pensions&hansardHeading=Department+for+Work+and+Pensions%3A+Telephone+Services&max-answer.dateOfAnswer=2023-02-27", "hasPart" : "http://eldaddp.azurewebsites.net/answeredquestions.text?AnsweringBody.=Department+for+Work+and+Pensions&hansardHeading=Department+for+Work+and+Pensions%3A+Telephone+Services&max-answer.dateOfAnswer=2023-02-27", "isPartOf" : "http://eldaddp.azurewebsites.net/answeredquestions.text?AnsweringBody.=Department+for+Work+and+Pensions&hansardHeading=Department+for+Work+and+Pensions%3A+Telephone+Services&max-answer.dateOfAnswer=2023-02-27", "items" : [{"_about" : "http://data.parliament.uk/resources/1584578", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1584578/answer", "answerText" : {"_value" : "

The table below presents the Departments Management Information for the period February 2022 to January 2023, detailing the average speed to answer (ASA) an inbound call, and the total number of calls answered by month.<\/p>

<\/p>

Month Year<\/strong><\/p><\/td>

ASA (hrs/mins/Seconds)<\/strong><\/p><\/td>

Calls Answered<\/strong><\/p><\/td><\/tr>

FEB 22<\/p><\/td>

0:07:35<\/p><\/td>

3,200,789<\/p><\/td><\/tr>

MAR 22<\/p><\/td>

0:07:43<\/p><\/td>

3,538,351<\/p><\/td><\/tr>

APR 22<\/p><\/td>

0:08:24<\/p><\/td>

3,023,486<\/p><\/td><\/tr>

MAY 22<\/p><\/td>

0:08:56<\/p><\/td>

3,234,247<\/p><\/td><\/tr>

JUN 22<\/p><\/td>

0:08:13<\/p><\/td>

3,040,241<\/p><\/td><\/tr>

JUL 22<\/p><\/td>

0:07:42<\/p><\/td>

2,856,595<\/p><\/td><\/tr>

AUG 22<\/p><\/td>

0:08:53<\/p><\/td>

2,968,272<\/p><\/td><\/tr>

SEP 22<\/p><\/td>

0:10:29<\/p><\/td>

2,959,967<\/p><\/td><\/tr>

OCT 22<\/p><\/td>

0:08:57<\/p><\/td>

2,991,097<\/p><\/td><\/tr>

NOV 22<\/p><\/td>

0:06:54<\/p><\/td>

3,118,883<\/p><\/td><\/tr>

DEC 22<\/p><\/td>

0:07:53<\/p><\/td>

2,518,952<\/p><\/td><\/tr>

JAN 23<\/p><\/td>

0:07:51<\/p><\/td>

3,272,460<\/p><\/td><\/tr><\/tbody><\/table>

Please note<\/strong> - this information is derived from the Department\u2019s 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>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"} } , "answeringMemberConstituency" : {"_value" : "Mid Sussex"} , "answeringMemberPrinted" : {"_value" : "Mims Davies"} , "dateOfAnswer" : {"_value" : "2023-02-14", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2023-02-14T13:03:55.083Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2023-02-06", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what the average time is that benefit claimants are on hold when contacting the Department to discuss their claim.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4368", "label" : {"_value" : "Biography information for Neil Coyle"} } , "tablingMemberConstituency" : {"_value" : "Bermondsey and Old Southwark"} , "tablingMemberPrinted" : [{"_value" : "Neil Coyle"} ], "uin" : "140231"} , {"_about" : "http://data.parliament.uk/resources/1503496", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1503496/answer", "answerText" : {"_value" : "

The Department for Work and Pensions has a made a commitment in our Welsh Language Scheme to treat the Welsh and English languages equally and ensure that all services provided for the public in Wales are available in Welsh, as well as English.<\/p>

<\/p>

All DWP customers are able to access telephony services in Welsh either directly through a dedicated Welsh language helpline or by selecting the required Interactive Voice Response option. Callers to Carer\u2019s Allowance (CA) and Attendance Allowance (AA) helplines who wish to speak to someone in Welsh currently receive a call-back from a Welsh speaker. A Welsh language option will be implemented on these telephone helplines in October 2022.<\/p>

<\/p>

All our service line telephone numbers are available on GOV.UK.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} , "dateOfAnswer" : {"_value" : "2022-09-07", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2022-09-07T13:55:22.54Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2022-09-02", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, when she plans for the Welsh language telephone service to be fully functioning.", "registeredInterest" : {"_value" : "true", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/3943", "label" : {"_value" : "Biography information for Jonathan Edwards"} } , "tablingMemberConstituency" : {"_value" : "Carmarthen East and Dinefwr"} , "tablingMemberPrinted" : [{"_value" : "Jonathan Edwards"} ], "uin" : "45155"} , {"_about" : "http://data.parliament.uk/resources/1469657", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1469657/answer", "answerText" : {"_value" : "

Information relating to the numbers of enquiries received by DWP MP hotlines is not readily available and to provide it would incur disproportionate cost.<\/p>

<\/p>

We offer a range of ways for MPs to contact DWP, including through dedicated MP hotlines within Disability Services, CMG, and Retirement Services. Information about how MPs and their staff can best contact us is published on the Parliamentary website and this information is regularly updated. Individual product lines also conduct regular engagement with MPs, including bespoke sessions with MPs and their support teams.<\/p>

<\/p>

Enquiries received by MP hotlines are managed as part of DWP\u2019s correspondence teams. We closely monitor the performance of these teams and regularly review the resource allocated to this work and where process improvements can be made.<\/p>

<\/p>

All MP hotlines are regularly checked during operating hours and calls from MPs are either answered directly or allow a voicemail message to be left, which will be picked up and responded to as soon as possible.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} , "dateOfAnswer" : {"_value" : "2022-06-16", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2022-06-16T14:26:21.83Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2022-06-13", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, how many new enquiries her Department\u2019s MP hotline teams dealt with in each month in 2021; what steps her Department is taking to manage the (a) performance and (b) case management of those teams; what steps she is taking to oversee the performance of those MP hotlines; and if she will make a statement.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/1548", "label" : {"_value" : "Biography information for Jessica Morden"} } , "tablingMemberConstituency" : {"_value" : "Newport East"} , "tablingMemberPrinted" : [{"_value" : "Jessica Morden"} ], "uin" : "16879"} , {"_about" : "http://data.parliament.uk/resources/1366480", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1366480/answer", "answerText" : {"_value" : "

DWP regularly reviews performance with Serco to ensure they are meeting contractual responsibilities. During the term of the contract Serco have largely met their Key Performance Indicators, though more recently, competitive labour market conditions and subsequent challenges recruiting agents have led to some short-term performance impacts.<\/p>

<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} , "dateOfAnswer" : {"_value" : "2021-11-08", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2021-11-08T17:50:03.15Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2021-11-08", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "What recent assessment she has made of the contractual performance of Serco plc in delivering call-handling services for her Department.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/178", "label" : {"_value" : "Biography information for John McDonnell"} } , "tablingMemberConstituency" : {"_value" : "Hayes and Harlington"} , "tablingMemberPrinted" : [{"_value" : "John McDonnell"} ], "uin" : "904070"} , {"_about" : "http://data.parliament.uk/resources/1366926", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1366926/answer", "answerText" : {"_value" : "

All except two of the Freephone lines that DWP provides operate with a menu of options for customers to select the most appropriate one before the call is then routed to an agent. The two lines which operate differently; Benefit Enquiry Line (BEL) and the Jobcentre Enquiry Line (JEL) use a function called Natural Language Call Steering which will revert to a menu of options if the customer is not understood or chooses not to speak<\/p>

<\/strong><\/p>

<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} , "dateOfAnswer" : {"_value" : "2021-11-15", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2021-11-15T16:54:39.613Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2021-11-08", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps her Department is taking to ensure that people whose voices cannot be understood by her Department's automated helpline systems are redirected to a human operator.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4467", "label" : {"_value" : "Biography information for Drew Hendry"} } , "tablingMemberConstituency" : {"_value" : "Inverness, Nairn, Badenoch and Strathspey"} , "tablingMemberPrinted" : [{"_value" : "Drew Hendry"} ], "uin" : "71373"} , {"_about" : "http://data.parliament.uk/resources/1364919", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1364919/answer", "answerText" : {"_value" : "

The Percentage of Calls Answered by DWP telephone lines for (a) attendance allowance, (b) the Child Maintenance Service, (c) personal independence payment, and (d) the State Pension were answered in each month from January 2021 to September 2021 is shown in the table below<\/strong><\/p>

<\/p>

The table below also shows the number of calls received (i.e. offered to the network) and answered across all of Debt Management\u2019s \u201cPay\u201d and \u201cRecovery\u201d lines, over the period January to September 2021.<\/p>

<\/p>

The proportion of calls answered is shown as a percentage for each month. Debt Management aims to achieve 90% of calls answered. In the table below there are two months where the percentage fell below 90% (March and September) but for both of these months the number of calls received was higher so placing extra demands on the system.<\/p>

<\/p>

<\/p><\/td>

January<\/p><\/td>

February<\/p><\/td>

March<\/p><\/td>

April<\/p><\/td>

May<\/p><\/td>

June<\/p><\/td>

July<\/p><\/td>

August<\/p><\/td>

September<\/p><\/td><\/tr>

Personal Independence Payment New Claims<\/p><\/td>

94.1%<\/p><\/td>

92.4%<\/p><\/td>

94.6%<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td><\/tr>

Personal Independence Payment New Claims Reassessment<\/p><\/td>

93.7%<\/p><\/td>

91.9%<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td><\/tr>

PIP New Claims & New Claims Reassessments<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

93.3%<\/p><\/td>

89.6%<\/p><\/td>

86.4%<\/p><\/td>

92.0%<\/p><\/td>

93.0%<\/p><\/td>

84.6%<\/p><\/td><\/tr>

PIP New Claims Special Rules for Terminally Ill<\/p><\/td>

92.6%<\/p><\/td>

92.8%<\/p><\/td>

91.6%<\/p><\/td>

91.0%<\/p><\/td>

92.1%<\/p><\/td>

89.8%<\/p><\/td>

90.7%<\/p><\/td>

89.0%<\/p><\/td>

89.2%<\/p><\/td><\/tr>

PIP Enquiries<\/p><\/td>

69.9%<\/p><\/td>

73.7%<\/p><\/td>

76.7%<\/p><\/td>

74.3%<\/p><\/td>

76.2%<\/p><\/td>

65.5%<\/p><\/td>

65.5%<\/p><\/td>

71.4%<\/p><\/td>

73.0%<\/p><\/td><\/tr>

PIP Reassessment Enquiries<\/p><\/td>

87.0%<\/p><\/td>

85.1%<\/p><\/td>

87.4%<\/p><\/td>

89.6%<\/p><\/td>

84.8%<\/p><\/td>

87.4%<\/p><\/td>

88.9%<\/p><\/td>

84.8%<\/p><\/td>

79.0%<\/p><\/td><\/tr>

State Pension New Claims<\/p><\/td>

61.3%<\/p><\/td>

64.0%<\/p><\/td>

70.1%<\/p><\/td>

81.1%<\/p><\/td>

78.1%<\/p><\/td>

90.9%<\/p><\/td>

88.1%<\/p><\/td>

58.6%<\/p><\/td>

70.0%<\/p><\/td><\/tr>

State Pension Changes<\/p><\/td>

56.7%<\/p><\/td>

55.2%<\/p><\/td>

53.6%<\/p><\/td>

56.2%<\/p><\/td>

59.6%<\/p><\/td>

58.7%<\/p><\/td>

58.0%<\/p><\/td>

59.7%<\/p><\/td>

58.6%<\/p><\/td><\/tr>

Attendance Allowance<\/p><\/td>

65.0%<\/p><\/td>

63.9%<\/p><\/td>

66.5%<\/p><\/td>

55.8%<\/p><\/td>

61.4%<\/p><\/td>

65.1%<\/p><\/td>

67.9%<\/p><\/td>

64.3%<\/p><\/td>

63.1%<\/p><\/td><\/tr>

State Pension Enquiries<\/p><\/td>

87.6%<\/p><\/td>

92.0%<\/p><\/td>

74.8%<\/p><\/td>

67.9%<\/p><\/td>

76.8%<\/p><\/td>

97.3%<\/p><\/td>

90.8%<\/p><\/td>

90.4%<\/p><\/td>

84.6%<\/p><\/td><\/tr>

Child Maintenance Service<\/p><\/td>

69.9%<\/p><\/td>

70.0%<\/p><\/td>

74.9%<\/p><\/td>

76.4%<\/p><\/td>

74.5%<\/p><\/td>

74.5%<\/p><\/td>

71.3%<\/p><\/td>

73.8%<\/p><\/td>

70.4%<\/p><\/td><\/tr>

Debt Management "Pay" and "Recovery" Lines<\/p><\/td>

91.4%<\/p><\/td>

90.0%<\/p><\/td>

88.7%<\/p><\/td>

91.8%<\/p><\/td>

92.9%<\/p><\/td>

95.1%<\/p><\/td>

92.4%<\/p><\/td>

91.1%<\/p><\/td>

89.4%<\/p><\/td><\/tr><\/tbody><\/table>

<\/p>

<\/p>

<\/p>

Data Source: BT - Historical Management Information (GI2 \u2013 HMI) Serco, G4S<\/p>

<\/p>

PIP New Claims & PIP New Claims Reassessment lines were combined for reporting purposes from April 21.<\/p>

<\/p>

October data has not yet been compiled.<\/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>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} , "dateOfAnswer" : {"_value" : "2021-11-04", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2021-11-04T17:35:51.433Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2021-11-01", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what proportion of calls to her Department\u2019s telephone lines for (a) attendance allowance, (b) the Child Maintenance Service, (c) personal independence payment, (d) the State Pension and (e) debt management were answered in each month from January 2021 to October 2021.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/163", "label" : {"_value" : "Biography information for Sir Stephen Timms"} } , "tablingMemberConstituency" : {"_value" : "East Ham"} , "tablingMemberPrinted" : [{"_value" : "Stephen Timms"} ], "uin" : "67047"} , {"_about" : "http://data.parliament.uk/resources/1364920", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1364920/answer", "answerText" : {"_value" : "

The average call waiting time (Average Speed of Answer) for calls to DWP Service Lines for (a) attendance allowance, (b) the Child Maintenance Service, (c) personal independence payment, (d) the State Pension and (e) debt management in each month from January 2021 to September 2021 i<\/strong>s shown in the table below in the format of hours:minutes:seconds.<\/p>

<\/p>

The figures provided for Debt Management have been split between the Pay and Recovery lines.<\/p>

<\/p>

<\/p>

<\/p><\/td>

January<\/p><\/td>

February<\/p><\/td>

March<\/p><\/td>

April<\/p><\/td>

May<\/p><\/td>

June<\/p><\/td>

July<\/p><\/td>

August<\/p><\/td>

September<\/p><\/td><\/tr>

Personal Independence Payment New Claims<\/p><\/td>

00:02:50<\/p><\/td>

00:03:41<\/p><\/td>

00:02:16<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td><\/tr>

Personal Independence Payment New Claims Reassessment<\/p><\/td>

00:02:40<\/p><\/td>

00:03:33<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td><\/tr>

PIP New Claims & New Claims Reassessments<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td>

00:02:59<\/p><\/td>

00:05:06<\/p><\/td>

00:06:51<\/p><\/td>

00:03:28<\/p><\/td>

00:02:56<\/p><\/td>

00:07:47<\/p><\/td><\/tr>

PIP New Claims Special Rules for Terminally Ill<\/p><\/td>

00:03:06<\/p><\/td>

00:03:53<\/p><\/td>

00:04:00<\/p><\/td>

00:04:08<\/p><\/td>

00:03:59<\/p><\/td>

00:05:01<\/p><\/td>

00:05:36<\/p><\/td>

00:06:00<\/p><\/td>

00:05:11<\/p><\/td><\/tr>

PIP Enquiries<\/p><\/td>

00:23:17<\/p><\/td>

00:19:19<\/p><\/td>

00:16:50<\/p><\/td>

00:19:24<\/p><\/td>

00:17:40<\/p><\/td>

00:28:01<\/p><\/td>

00:30:44<\/p><\/td>

00:23:30<\/p><\/td>

00:21:46<\/p><\/td><\/tr>

PIP Reassessment Enquiries<\/p><\/td>

00:00:35<\/p><\/td>

00:00:52<\/p><\/td>

00:00:21<\/p><\/td>

00:00:17<\/p><\/td>

00:00:25<\/p><\/td>

00:00:42<\/p><\/td>

00:00:32<\/p><\/td>

00:01:07<\/p><\/td>

00:01:35<\/p><\/td><\/tr>

State Pension New Claims<\/p><\/td>

00:21:55<\/p><\/td>

00:21:31<\/p><\/td>

00:15:21<\/p><\/td>

00:10:13<\/p><\/td>

00:12:35<\/p><\/td>

00:04:39<\/p><\/td>

00:06:37<\/p><\/td>

00:26:39<\/p><\/td>

00:17:51<\/p><\/td><\/tr>

State Pension Changes<\/p><\/td>

00:21:05<\/p><\/td>

00:21:37<\/p><\/td>

00:21:56<\/p><\/td>

00:20:53<\/p><\/td>

00:21:14<\/p><\/td>

00:20:08<\/p><\/td>

00:21:18<\/p><\/td>

00:20:26<\/p><\/td>

00:21:51<\/p><\/td><\/tr>

Attendance Allowance Total<\/p><\/td>

00:14:05<\/p><\/td>

00:14:48<\/p><\/td>

00:13:57<\/p><\/td>

00:19:27<\/p><\/td>

00:15:18<\/p><\/td>

00:14:22<\/p><\/td>

00:12:35<\/p><\/td>

00:15:05<\/p><\/td>

00:14:57<\/p><\/td><\/tr>

State Pension Enquiries<\/p><\/td>

00:04:12<\/p><\/td>

00:02:37<\/p><\/td>

00:09:26<\/p><\/td>

00:13:30<\/p><\/td>

00:09:17<\/p><\/td>

00:01:02<\/p><\/td>

00:03:24<\/p><\/td>

00:03:41<\/p><\/td>

00:05:10<\/p><\/td><\/tr>

Child Maintenance Service<\/p><\/td>

00:20:02<\/p><\/td>

00:20:23<\/p><\/td>

00:16:11<\/p><\/td>

00:15:07<\/p><\/td>

00:16:43<\/p><\/td>

00:17:15<\/p><\/td>

00:19:27<\/p><\/td>

00:19:22<\/p><\/td>

00:20:59<\/p><\/td><\/tr>

Debt Management "Pay"<\/p><\/td>

00:54<\/p><\/td>

00:51<\/p><\/td>

01:57<\/p><\/td>

0.14<\/p><\/td>

00:29<\/p><\/td>

02:00<\/p><\/td>

00:26<\/p><\/td>

02:01<\/p><\/td>

02:04<\/p><\/td><\/tr>

Debt Management "Recovery"<\/p><\/td>

06:47<\/p><\/td>

07:05<\/p><\/td>

07:55<\/p><\/td>

05:53<\/p><\/td>

04:40<\/p><\/td>

02:25<\/p><\/td>

05:13<\/p><\/td>

04:40<\/p><\/td>

04:13<\/p><\/td><\/tr><\/tbody><\/table>

<\/strong><\/p>

Data Source: BT - Historical Management Information (GI2 \u2013 HMI) Serco, G4S<\/p>

<\/p>

PIP New Claims & PIP New Claims Reassessment lines were combined for reporting purposes from April 21.<\/p>

<\/p>

The telephony system does not use the term \u201cwaiting time\u201d but instead provides data on the average speed that the call is answered.<\/p>

<\/p>

Average Speed of Answer is the average customer wait time from the point of entering a queue to connection to an agent. This figure excludes any time spent in pre-queue messaging and any wait time for calls ultimately abandoned by callers.<\/p>

<\/p>

October data has not yet been compiled.<\/p>

<\/strong><\/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>

<\/p>

<\/p>

<\/p>

<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} , "dateOfAnswer" : {"_value" : "2021-11-04", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2021-11-04T17:45:39.947Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2021-11-01", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what the average waiting time was for calls to her Department\u2019s telephone lines for (a) attendance allowance, (b) the Child Maintenance Service, (c) personal independence payment, (d) the State Pension and (e) debt management in each month from January 2021 to October 2021.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/163", "label" : {"_value" : "Biography information for Sir Stephen Timms"} } , "tablingMemberConstituency" : {"_value" : "East Ham"} , "tablingMemberPrinted" : [{"_value" : "Stephen Timms"} ], "uin" : "67048"} , {"_about" : "http://data.parliament.uk/resources/1355052", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1355052/answer", "answerText" : {"_value" : "

The Department prioritises resource to our telephony services according to forecast demand. In periods of unexpected high demand (such as experienced through the pandemic) waiting times may vary while the Department rebalances across services, or secures external resource. The Department also continues to progress automation of services for those citizens able to self-serve to reduce demand and therefore wait times.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} , "dateOfAnswer" : {"_value" : "2021-09-20", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2021-09-20T16:38:27.057Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2021-09-13", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps her Department is taking to reduce phone call waiting times for service users trying to contact her Department's services.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4743", "label" : {"_value" : "Biography information for Lee Anderson"} } , "tablingMemberConstituency" : {"_value" : "Ashfield"} , "tablingMemberPrinted" : [{"_value" : "Lee Anderson"} ], "uin" : "48360"} , {"_about" : "http://data.parliament.uk/resources/1354281", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1354281/answer", "answerText" : {"_value" : "

The average call waiting time (Average Speed of Answer) for calls to DWP Service Lines (excluding Debt) in each month from March 2019 to August 2021 is shown in the table below in the format of hours:minutes:seconds.<\/p>

Year<\/strong><\/p><\/td>

Month<\/strong><\/p><\/td>

Average Speed of Answer<\/strong><\/p><\/td><\/tr>

2018 -2019<\/p><\/td>

March<\/p><\/td>

00:05:22<\/p><\/td><\/tr>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td><\/tr>

2019 - 2020<\/p><\/td>

April<\/p><\/td>

00:06:20<\/p><\/td><\/tr>

<\/p><\/td>

May<\/p><\/td>

00:06:44<\/p><\/td><\/tr>

<\/p><\/td>

June<\/p><\/td>

00:06:26<\/p><\/td><\/tr>

<\/p><\/td>

July<\/p><\/td>

00:07:14<\/p><\/td><\/tr>

<\/p><\/td>

August<\/p><\/td>

00:07:11<\/p><\/td><\/tr>

<\/p><\/td>

September<\/p><\/td>

00:07:11<\/p><\/td><\/tr>

<\/p><\/td>

October<\/p><\/td>

00:06:31<\/p><\/td><\/tr>

<\/p><\/td>

November<\/p><\/td>

00:07:07<\/p><\/td><\/tr>

<\/p><\/td>

December<\/p><\/td>

00:07:01<\/p><\/td><\/tr>

<\/p><\/td>

January<\/p><\/td>

00:05:19<\/p><\/td><\/tr>

<\/p><\/td>

February<\/p><\/td>

00:05:50<\/p><\/td><\/tr>

<\/p><\/td>

March<\/p><\/td>

00:14:02<\/p><\/td><\/tr>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td><\/tr>

2020 - 2021<\/p><\/td>

April<\/p><\/td>

00:21:26<\/p><\/td><\/tr>

<\/p><\/td>

May<\/p><\/td>

00:10:58<\/p><\/td><\/tr>

<\/p><\/td>

June<\/p><\/td>

00:06:24<\/p><\/td><\/tr>

<\/p><\/td>

July<\/p><\/td>

00:08:33<\/p><\/td><\/tr>

<\/p><\/td>

August<\/p><\/td>

00:08:24<\/p><\/td><\/tr>

<\/p><\/td>

September<\/p><\/td>

00:07:50<\/p><\/td><\/tr>

<\/p><\/td>

October<\/p><\/td>

00:06:52<\/p><\/td><\/tr>

<\/p><\/td>

November<\/p><\/td>

00:06:47<\/p><\/td><\/tr>

<\/p><\/td>

December<\/p><\/td>

00:07:15<\/p><\/td><\/tr>

<\/p><\/td>

January<\/p><\/td>

00:08:32<\/p><\/td><\/tr>

<\/p><\/td>

February<\/p><\/td>

00:07:36<\/p><\/td><\/tr>

<\/p><\/td>

March<\/p><\/td>

00:07:15<\/p><\/td><\/tr>

<\/p><\/td>

<\/p><\/td>

<\/p><\/td><\/tr>

2021 \u2013 2022<\/p><\/td>

April<\/p><\/td>

00:13:44<\/p><\/td><\/tr>

<\/p><\/td>

May<\/p><\/td>

00:13:06<\/p><\/td><\/tr>

<\/p><\/td>

June<\/p><\/td>

00:09:40<\/p><\/td><\/tr>

<\/p><\/td>

July<\/p><\/td>

00:10:37<\/p><\/td><\/tr>

<\/p><\/td>

August<\/p><\/td>

00:11:25<\/p><\/td><\/tr><\/tbody><\/table>

<\/p>

Data Source: BT - Historical Management Information (GI2 \u2013 HMI) Serco, Capita, G4S<\/p>

<\/p>

Average Speed of Answer is the average customer wait time from the point of entering a queue to connection to an agent.<\/p>

<\/p>

The data supplied does not include Debt lines but includes outsourced lines and CMS calls from April 2020\u2002onwards.<\/p>

<\/strong><\/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>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} , "dateOfAnswer" : {"_value" : "2021-09-22", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2021-09-22T15:07:55.53Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2021-09-09", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what the average answering time was for all her Department's phone lines for each month since March 2019.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4418", "label" : {"_value" : "Biography information for Justin Madders"} } , "tablingMemberConstituency" : {"_value" : "Ellesmere Port and Neston"} , "tablingMemberPrinted" : [{"_value" : "Justin Madders"} ], "uin" : "45859"} , {"_about" : "http://data.parliament.uk/resources/1279167", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1279167/answer", "answerText" : {"_value" : "

An acceptable level of service for all of the department\u2019s telephony lines is defined as 80% of calls answered (a common industry standard). This service level indicates that customers are being quickly connected to team members and getting their problems resolved in a timely manner.<\/p>

<\/p>

A reduced service may be necessary for a period where the balancing of resource (as experienced during this Pandemic) are of high priority within a particular business area.<\/p>

<\/p>

Table below shows performance for Attendance Allowance (AA), Child Maintenance Service (CMS), Personal Independence Payment (PIP) and State Pension (SP) telephony lines for the period August 2020 to December 2020.<\/p>

<\/p>

% Calls Answered (PCA)<\/strong><\/p><\/td>

Aug-20<\/strong><\/p><\/td>

Sep-20<\/strong><\/p><\/td>

Oct-20<\/strong><\/p><\/td>

Nov-20<\/strong><\/p><\/td>

Dec-20<\/strong><\/p><\/td><\/tr>

AA<\/strong><\/p><\/td>

61.10%<\/p><\/td>

60.20%<\/p><\/td>

64.40%<\/p><\/td>

62.00%<\/p><\/td>

64.00%<\/p><\/td><\/tr>

CMS<\/strong><\/p><\/td>

78.90%<\/p><\/td>

75.60%<\/p><\/td>

74.80%<\/p><\/td>

74.30%<\/p><\/td>

68.40%<\/p><\/td><\/tr>

PIP<\/strong><\/p><\/td>

70.60%<\/p><\/td>

70.60%<\/p><\/td>

63.30%<\/p><\/td>

69.60%<\/p><\/td>

69.20%<\/p><\/td><\/tr>

SP<\/strong><\/p><\/td>

60.60%<\/p><\/td>

57.90%<\/p><\/td>

52.10%<\/p><\/td>

55.20%<\/p><\/td>

60.30%<\/p><\/td><\/tr><\/tbody><\/table>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} , "dateOfAnswer" : {"_value" : "2021-02-02", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "previousAnswerVersion" : {"_about" : "http://data.parliament.uk/resources/1279167/answer/previousversion/77399", "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"} } , "answeringMemberConstituency" : {"_value" : "Hexham"} , "answeringMemberPrinted" : {"_value" : "Guy Opperman"} } , "questionFirstAnswered" : [{"_value" : "2021-02-02T16:24:42.857Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2021-01-21", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, with reference to the letter of 15 January 2021 from the Permanent Secretary to the Work and Pensions Committee, how her Department defines the acceptable service level for its telephone lines for (a) attendance allowance, (b) the Child Maintenance Service, (c) personal independence payment and (d) state pension; and in each month from August 2020 to December 2020 what service level was provided on each of those lines.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/163", "label" : {"_value" : "Biography information for Sir Stephen Timms"} } , "tablingMemberConstituency" : {"_value" : "East Ham"} , "tablingMemberPrinted" : [{"_value" : "Stephen Timms"} ], "uin" : "141388"} ], "itemsPerPage" : 10, "next" : "http://eldaddp.azurewebsites.net/answeredquestions.text?_page=1&AnsweringBody.=Department+for+Work+and+Pensions&hansardHeading=Department+for+Work+and+Pensions%3A+Telephone+Services&max-answer.dateOfAnswer=2023-02-27", "page" : 0, "startIndex" : 1, "totalResults" : 64, "type" : ["http://purl.org/linked-data/api/vocab#ListEndpoint", "http://purl.org/linked-data/api/vocab#Page"]} }