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Waiting time targets:<\/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\u2019s 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>
Average waiting time/Average Speed of Answer (ASA)<\/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>
Week Commencing<\/p><\/td> | Retirement Provision<\/p><\/td> | Universal Credit<\/p><\/td> | CMG<\/p><\/td> | Disability<\/p><\/td> | Working Age<\/p><\/td><\/tr> |
06/09/2021<\/p><\/td> | 00:12:06<\/p><\/td> | 00:08:15<\/p><\/td> | 00:20:52<\/p><\/td> | 00:18:55<\/p><\/td> | 00:16:47<\/p><\/td><\/tr> |
13/09/2021<\/p><\/td> | 00:10:12<\/p><\/td> | 00:12:30<\/p><\/td> | 00:22:15<\/p><\/td> | 00:17:58<\/p><\/td> | 00:15:03<\/p><\/td><\/tr> |
20/09/2021<\/p><\/td> | 00:09:02<\/p><\/td> | 00:15:48<\/p><\/td> | 00:18:13<\/p><\/td> | 00:18:34<\/p><\/td> | 00:11:08<\/p><\/td><\/tr> |
27/09/2021<\/p><\/td> | 00:10:34<\/p><\/td> | 00:13:09<\/p><\/td> | 00:22:38<\/p><\/td> | 00:19:08<\/p><\/td> | 00:10:06<\/p><\/td><\/tr> |
04/10/2021<\/p><\/td> | 00:10:24<\/p><\/td> | 00:07:34<\/p><\/td> | 00:19:07<\/p><\/td> | 00:21:04<\/p><\/td> | 00:11:45<\/p><\/td><\/tr> |
11/10/2021<\/p><\/td> | 00:10:14<\/p><\/td> | 00:03:17<\/p><\/td> | 00:18:55<\/p><\/td> | 00:22:17<\/p><\/td> | 00:11:01<\/p><\/td><\/tr> |
18/10/2021<\/p><\/td> | 00:09:49<\/p><\/td> | 00:03:42<\/p><\/td> | 00:19:05<\/p><\/td> | 00:19:56<\/p><\/td> | 00:14:02<\/p><\/td><\/tr> |
25/10/2021<\/p><\/td> | 00:10:54<\/p><\/td> | 00:03:45<\/p><\/td> | 00:20:30<\/p><\/td> | 00:18:37<\/p><\/td> | 00:17:09<\/p><\/td><\/tr> |
01/11/2021<\/p><\/td> | 00:09:31<\/p><\/td> | 00:03:00<\/p><\/td> | 00:21:05<\/p><\/td> | 00:19:19<\/p><\/td> | 00:13:59<\/p><\/td><\/tr> |
08/11/2021<\/p><\/td> | 00:09:22<\/p><\/td> | 00:03:38<\/p><\/td> | 00:17:10<\/p><\/td> | 00:17:29<\/p><\/td> | 00:13:46<\/p><\/td><\/tr> |
15/11/2021<\/p><\/td> | 00:09:13<\/p><\/td> | 00:02:30<\/p><\/td> | 00:13:43<\/p><\/td> | 00:16:57<\/p><\/td> | 00:14:45<\/p><\/td><\/tr> |
22/11/2021<\/p><\/td> | 00:08:21<\/p><\/td> | 00:03:08<\/p><\/td> | 00:14:42<\/p><\/td> | 00:17:26<\/p><\/td> | 00:18:19<\/p><\/td><\/tr> |
29/11/2021<\/p><\/td> | 00:08:22<\/p><\/td> | 00:03:41<\/p><\/td> | 00:19:00<\/p><\/td> | 00:17:07<\/p><\/td> | 00:24:07<\/p><\/td><\/tr> |
06/12/2021<\/p><\/td> | 00:08:27<\/p><\/td> | 00:02:09<\/p><\/td> | 00:14:37<\/p><\/td> | 00:18:18<\/p><\/td> | 00:22:52<\/p><\/td><\/tr> |
13/12/2021<\/p><\/td> | 00:06:29<\/p><\/td> | 00:01:50<\/p><\/td> | 00:10:00<\/p><\/td> | 00:15:10<\/p><\/td> | 00:11:46<\/p><\/td><\/tr> |
20/12/2021<\/p><\/td> | 00:04:55<\/p><\/td> | 00:00:22<\/p><\/td> | 00:15:40<\/p><\/td> | 00:12:18<\/p><\/td> | 00:07:13<\/p><\/td><\/tr> |
27/12/2021<\/p><\/td> | 00:09:20<\/p><\/td> | 00:01:05<\/p><\/td> | 00:23:59<\/p><\/td> | 00:20:50<\/p><\/td> | 00:18:04<\/p><\/td><\/tr> |
03/01/2022<\/p><\/td> | 00:09:53<\/p><\/td> | 00:01:12<\/p><\/td> | 00:18:23<\/p><\/td> | 00:16:45<\/p><\/td> | 00:11:20<\/p><\/td><\/tr> |
10/01/2022<\/p><\/td> | 00:09:35<\/p><\/td> | 00:00:24<\/p><\/td> | 00:14:30<\/p><\/td> | 00:17:12<\/p><\/td> | 00:08:13<\/p><\/td><\/tr> |
17/01/2022<\/p><\/td> | 00:10:40<\/p><\/td> | 00:00:21<\/p><\/td> | 00:15:22<\/p><\/td> | 00:13:33<\/p><\/td> | 00:08:22<\/p><\/td><\/tr> |
24/01/2022<\/p><\/td> | 00:10:32<\/p><\/td> | 00:00:18<\/p><\/td> | 00:17:01<\/p><\/td> | 00:14:56<\/p><\/td> | 00:09:23<\/p><\/td><\/tr> |
31/01/2022<\/p><\/td> | 00:10:01<\/p><\/td> | 00:00:53<\/p><\/td> | 00:14:57<\/p><\/td> | 00:13:48<\/p><\/td> | 00:11:49<\/p><\/td><\/tr> |
07/02/2022<\/p><\/td> | 00:09:29<\/p><\/td> | 00:02:57<\/p><\/td> | 00:13:05<\/p><\/td> | 00:15:41<\/p><\/td> | 00:12:30<\/p><\/td><\/tr> |
14/02/2022<\/p><\/td> | 00:09:29<\/p><\/td> | 00:01:08<\/p><\/td> | 00:14:10<\/p><\/td> | 00:16:24<\/p><\/td> | 00:17:05<\/p><\/td><\/tr> |
21/02/2022<\/p><\/td> | 00:09:42<\/p><\/td> | 00:01:16<\/p><\/td> | 00:15:00<\/p><\/td> | 00:18:44<\/p><\/td> | 00:17:20<\/p><\/td><\/tr> |
28/02/2022<\/p><\/td> | 00:08:44<\/p><\/td> | 00:02:26<\/p><\/td> | 00:18:20<\/p><\/td> | 00:15:44<\/p><\/td> | 00:20:05<\/p><\/td><\/tr> |
07/03/2022<\/p><\/td> | 00:07:44<\/p><\/td> | 00:01:36<\/p><\/td> | 00:14:47<\/p><\/td> | 00:16:35<\/p><\/td> | 00:19:02<\/p><\/td><\/tr> |
14/03/2022<\/p><\/td> | 00:06:04<\/p><\/td> | 00:02:00<\/p><\/td> | 00:12:55<\/p><\/td> | 00:17:55<\/p><\/td> | 00:21:41<\/p><\/td><\/tr> |
21/03/2022<\/p><\/td> | 00:06:59<\/p><\/td> | 00:02:24<\/p><\/td> | 00:12:50<\/p><\/td> | 00:15:37<\/p><\/td> | 00:20:50<\/p><\/td><\/tr> |
28/03/2022<\/p><\/td> | 00:09:03<\/p><\/td> | 00:02:18<\/p><\/td> | 00:13:13<\/p><\/td> | 00:16:46<\/p><\/td> | 00:16:13<\/p><\/td><\/tr> |
04/04/2022<\/p><\/td> | 00:07:59<\/p><\/td> | 00:04:10<\/p><\/td> | 00:12:43<\/p><\/td> | 00:18:03<\/p><\/td> | 00:10:54<\/p><\/td><\/tr> |
11/04/2022<\/p><\/td> | 00:06:35<\/p><\/td> | 00:02:57<\/p><\/td> | 00:09:38<\/p><\/td> | 00:18:06<\/p><\/td> | 00:14:41<\/p><\/td><\/tr> |
18/04/2022<\/p><\/td> | 00:08:04<\/p><\/td> | 00:03:48<\/p><\/td> | 00:15:53<\/p><\/td> | 00:16:45<\/p><\/td> | 00:19:26<\/p><\/td><\/tr> |
25/04/2022<\/p><\/td> | 00:07:03<\/p><\/td> | 00:02:31<\/p><\/td> | 00:13:24<\/p><\/td> | 00:16:35<\/p><\/td> | 00:16:21<\/p><\/td><\/tr> |
02/05/2022<\/p><\/td> | 00:09:26<\/p><\/td> | 00:04:12<\/p><\/td> | 00:14:35<\/p><\/td> | 00:18:27<\/p><\/td> | 00:18:17<\/p><\/td><\/tr> |
09/05/2022<\/p><\/td> | 00:08:09<\/p><\/td> | 00:02:56<\/p><\/td> | 00:14:20<\/p><\/td> | 00:14:32<\/p><\/td> | 00:19:27<\/p><\/td><\/tr> |
16/05/2022<\/p><\/td> | 00:07:12<\/p><\/td> | 00:04:41<\/p><\/td> | 00:17:52<\/p><\/td> | 00:18:07<\/p><\/td> | 00:16:28<\/p><\/td><\/tr> |
23/05/2022<\/p><\/td> | 00:06:58<\/p><\/td> | 00:02:56<\/p><\/td> | 00:23:56<\/p><\/td> | 00:14:16<\/p><\/td> | 00:13:23<\/p><\/td><\/tr> |
30/05/2022<\/p><\/td> | 00:06:54<\/p><\/td> | 00:07:37<\/p><\/td> | 00:30:45<\/p><\/td> | 00:13:22<\/p><\/td> | 00:15:54<\/p><\/td><\/tr> |
06/06/2022<\/p><\/td> | 00:08:26<\/p><\/td> | 00:04:15<\/p><\/td> | 00:29:17<\/p><\/td> | 00:19:23<\/p><\/td> | 00:15:49<\/p><\/td><\/tr> |
13/06/2022<\/p><\/td> | 00:08:38<\/p><\/td> | 00:03:21<\/p><\/td> | 00:29:46<\/p><\/td> | 00:16:35<\/p><\/td> | 00:07:10<\/p><\/td><\/tr> |
20/06/2022<\/p><\/td> | 00:06:12<\/p><\/td> | 00:03:26<\/p><\/td> | 00:32:13<\/p><\/td> | 00:14:20<\/p><\/td> | 00:09:11<\/p><\/td><\/tr> |
27/06/2022<\/p><\/td> | 00:06:15<\/p><\/td> | 00:03:35<\/p><\/td> | 00:23:22<\/p><\/td> | 00:16:48<\/p><\/td> | 00:10:08<\/p><\/td><\/tr> |
04/07/2022<\/p><\/td> | 00:06:07<\/p><\/td> | 00:03:24<\/p><\/td> | 00:19:27<\/p><\/td> | 00:17:32<\/p><\/td> | 00:11:32<\/p><\/td><\/tr> |
11/07/2022<\/p><\/td> | 00:06:41<\/p><\/td> | 00:04:09<\/p><\/td> | 00:18:17<\/p><\/td> | 00:18:20<\/p><\/td> | 00:14:42<\/p><\/td><\/tr> |
18/07/2022<\/p><\/td> | 00:06:14<\/p><\/td> | 00:02:06<\/p><\/td> | 00:14:08<\/p><\/td> | 00:16:21<\/p><\/td> | 00:12:02<\/p><\/td><\/tr> |
25/07/2022<\/p><\/td> | 00:06:44<\/p><\/td> | 00:01:35<\/p><\/td> | 00:15:30<\/p><\/td> | 00:16:01<\/p><\/td> | 00:13:28<\/p><\/td><\/tr> |
01/08/2022<\/p><\/td> | 00:08:49<\/p><\/td> | 00:02:48<\/p><\/td> | 00:14:59<\/p><\/td> | 00:17:09<\/p><\/td> | 00:16:46<\/p><\/td><\/tr> |
08/08/2022<\/p><\/td> | 00:08:30<\/p><\/td> | 00:02:48<\/p><\/td> | 00:17:11<\/p><\/td> | 00:16:48<\/p><\/td> | 00:14:39<\/p><\/td><\/tr> |
15/08/2022<\/p><\/td> | 00:08:14<\/p><\/td> | 00:04:55<\/p><\/td> | 00:16:59<\/p><\/td> | 00:18:05<\/p><\/td> | 00:16:10<\/p><\/td><\/tr> |
22/08/2022<\/p><\/td> | 00:07:01<\/p><\/td> | 00:04:22<\/p><\/td> | 00:15:16<\/p><\/td> | 00:18:43<\/p><\/td> | 00:16:25<\/p><\/td><\/tr> |
29/08/2022<\/p><\/td> | 00:07:44<\/p><\/td> | 00:03:52<\/p><\/td> | 00:17:21<\/p><\/td> | 00:19:13<\/p><\/td> | 00:19:54<\/p><\/td><\/tr><\/tbody><\/table> hh:mm:ss<\/p> <\/strong><\/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> Please note 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> <\/p> <\/strong><\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4401", "label" : {"_value" : "Biography information for Victoria Prentis"}
}
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, "answeringMemberPrinted" : {"_value" : "Victoria Prentis"}
, "dateOfAnswer" : {"_value" : "2022-09-27", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2022-09-27T12:41:31.78Z", "_datatype" : "dateTime"}
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, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
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, "date" : {"_value" : "2022-09-08", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Social Security Benefits: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
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], "questionText" : "To ask the Secretary of State for Work and Pensions, what her Department's waiting time targets are for answering calls to the helpline for benefits claimants; and what the average waiting time was in each of the last 52 weeks.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4058", "label" : {"_value" : "Biography information for Paul Blomfield"}
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, "tablingMemberPrinted" : [{"_value" : "Paul Blomfield"}
], "uin" : "49637"}
, {"_about" : "http://data.parliament.uk/resources/1505997", "AnsweringBody" : [{"_value" : "Home Office"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1505997/answer", "answerText" : {"_value" : " The Home Office keeps fees for immigration and nationality applications under review. However, there are no plans to reduce fees for applications for British Citizenship.<\/p> Where fee exceptions are extended to citizenship applications, these are in very limited circumstances and have been put in place to remedy historical anomalies in nationality law.<\/p> An amendment to the Immigration and Nationality (Fees) Regulations was laid on 26 May 2022 that provides a power to waive fees for child registration applications on the basis of affordability and a fee exception for children who are looked after by a local authority.<\/p> We remain of the view that citizenship is not required in order to live, study and work in the UK as leave to remain confers these benefits.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4369", "label" : {"_value" : "Biography information for Tom Pursglove"}
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, "answeringMemberPrinted" : {"_value" : "Tom Pursglove"}
, "dateOfAnswer" : {"_value" : "2022-09-22", "_datatype" : "dateTime"}
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, "questionFirstAnswered" : [{"_value" : "2022-09-22T09:22:19.833Z", "_datatype" : "dateTime"}
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, "date" : {"_value" : "2022-09-07", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "British Nationality: Fees and Charges"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
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], "questionText" : "To ask the Secretary of State for the Home Department, whether she plans to take steps to reduce the cost of applying for British Citizenship.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4058", "label" : {"_value" : "Biography information for Paul Blomfield"}
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, "tablingMemberConstituency" : {"_value" : "Sheffield Central"}
, "tablingMemberPrinted" : [{"_value" : "Paul Blomfield"}
], "uin" : "49114"}
, {"_about" : "http://data.parliament.uk/resources/1503297", "AnsweringBody" : [{"_value" : "Department for Business, Energy and Industrial Strategy"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1503297/answer", "answerText" : {"_value" : " |