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1002760

human indexable
published
registered interest
answer date	12/11/2018
date	06/11/2018
date tabled	06/11/2018
ddp created	06/11/2018 21:53:11
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	06/11/2018 22:02:47 12/11/2018 18:37:01
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	188875
legislature	25259
parliament number	57
question first answered	12/11/2018 18:05:10
question text	To ask the Secretary of State for Work and Pensions, what process is used by her Department to estimate the (a) average call duration and (b) amount of calls taken by case managers working on universal credit; and if she will publish the results of such estimates for each year for which information is available.
session	2017/19
session number	1
tabling member constituency	Glasgow South West
tabling member printed	Chris Stephens
title	House of Commons Tabled Parliamentary Question 2017/19 188875
type	WrittenParliamentaryQuestion
uin	188875
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4463 label Biography information for Chris Stephens
publisher	25259
tabling member	4463 label Biography information for Chris Stephens

1002761

human indexable
published
registered interest
answer date	12/11/2018
date	06/11/2018
date tabled	06/11/2018
ddp created	06/11/2018 21:53:13
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	06/11/2018 22:02:49 12/11/2018 18:33:09
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	188876
legislature	25259
parliament number	57
question first answered	12/11/2018 18:02:05
question text	To ask the Secretary of State for Work and Pensions, what estimate her Department has made of the number of case managers working on universal credit who are seconded to the national telephony team for each shift; and if she will make a statement.
session	2017/19
session number	1
tabling member constituency	Glasgow South West
tabling member printed	Chris Stephens
title	House of Commons Tabled Parliamentary Question 2017/19 188876
type	WrittenParliamentaryQuestion
uin	188876
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4463 label Biography information for Chris Stephens
publisher	25259
tabling member	4463 label Biography information for Chris Stephens

1011516

human indexable
published
registered interest
answer date	26/11/2018
date	21/11/2018
date tabled	21/11/2018
ddp created	21/11/2018 20:12:47
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	21/11/2018 20:19:45 28/11/2018 11:03:01
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	194163
legislature	25259
parliament number	57
question first answered	28/11/2018 10:31:50
question text	To ask the Secretary of State for Work and Pensions, what the average waiting time is for a person calling the universal credit helpline to be connected to an agent.
session	2017/19
session number	1
tabling member constituency	Wirral West
tabling member printed	Margaret Greenwood
title	House of Commons Tabled Parliamentary Question 2017/19 194163
type	WrittenParliamentaryQuestion
uin	194163
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4400 label Biography information for Margaret Greenwood
publisher	25259
tabling member	4400 label Biography information for Margaret Greenwood

1037789

human indexable
published
registered interest
answer date	11/01/2019
date	08/01/2019
date tabled	08/01/2019
ddp created	08/01/2019 21:55:12
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	08/01/2019 22:05:22 11/01/2019 15:10:03
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	206444
legislature	25259
parliament number	57
question first answered	11/01/2019 14:38:08
question text	To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 1 November 2018 to Question 185101, if she will publish the agent led processes and supportive lines available to universal credit helpline staff to assist claimants.
session	2017/19
session number	1
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
title	House of Commons Tabled Parliamentary Question 2017/19 206444
type	WrittenParliamentaryQuestion
uin	206444
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4628 label Biography information for Danielle Rowley
publisher	25259
tabling member	4628 label Biography information for Danielle Rowley

1039058

human indexable
published
registered interest
answer date	15/01/2019
date	10/01/2019
date tabled	10/01/2019
ddp created	10/01/2019 20:14:41
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	10/01/2019 20:20:27 15/01/2019 17:50:04
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	207307
legislature	25259
parliament number	57
question first answered	15/01/2019 17:19:20
question text	To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 1 November 2018 to Question 185101 on Universal Credit: Telephone Services, if she will publish the (a) supportive lines and (b) agent led processes used by universal credit call centre staff, in addition to the Digital Channel Product.
session	2017/19
session number	1
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
title	House of Commons Tabled Parliamentary Question 2017/19 207307
type	WrittenParliamentaryQuestion
uin	207307
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4628 label Biography information for Danielle Rowley
publisher	25259
tabling member	4628 label Biography information for Danielle Rowley

1039094

human indexable
published
registered interest
answer date	15/01/2019
date	10/01/2019
date tabled	10/01/2019
ddp created	10/01/2019 20:16:44
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	10/01/2019 20:26:14 15/01/2019 18:00:10
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	207317
legislature	25259
parliament number	57
question first answered	15/01/2019 17:29:14
question text	To ask the Secretary of State for Work and Pensions, what training is provides to call-handlers on the universal credit helpline (a) when they start and (b) throughout their working time.
session	2017/19
session number	1
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
title	House of Commons Tabled Parliamentary Question 2017/19 207317
type	WrittenParliamentaryQuestion
uin	207317
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4628 label Biography information for Danielle Rowley
publisher	25259
tabling member	4628 label Biography information for Danielle Rowley

1039097

human indexable
published
registered interest
answer date	15/01/2019
date	10/01/2019
date tabled	10/01/2019
ddp created	10/01/2019 20:16:55
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	10/01/2019 20:26:21 15/01/2019 18:00:09
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	207318
legislature	25259
parliament number	57
question first answered	15/01/2019 17:29:14
question text	To ask the Secretary of State for Work and Pensions, if she will place in the Library a copy of the training documents used for training call handlers on the universal credit helpline.
session	2017/19
session number	1
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
title	House of Commons Tabled Parliamentary Question 2017/19 207318
type	WrittenParliamentaryQuestion
uin	207318
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4628 label Biography information for Danielle Rowley
publisher	25259
tabling member	4628 label Biography information for Danielle Rowley

1048065

human indexable
published
registered interest
answer date	30/01/2019
date	25/01/2019
date tabled	25/01/2019
ddp created	25/01/2019 15:43:11
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	25/01/2019 15:48:22 30/01/2019 14:12:10
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	212665
legislature	25259
parliament number	57
question first answered	30/01/2019 13:41:49
question text	To ask the Secretary of State for Work and Pensions, whether her Department has issued guidance to universal credit helpline call handlers on promoting the use of the digital channel to claimants.
session	2017/19
session number	1
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
title	House of Commons Tabled Parliamentary Question 2017/19 212665
type	WrittenParliamentaryQuestion
uin	212665
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4628 label Biography information for Danielle Rowley
publisher	25259
tabling member	4628 label Biography information for Danielle Rowley

1048066

human indexable
published
registered interest
answer date	30/01/2019
date	25/01/2019
date tabled	25/01/2019
ddp created	25/01/2019 15:43:13
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	25/01/2019 15:48:25 30/01/2019 17:30:06
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	212666
legislature	25259
parliament number	57
question first answered	30/01/2019 16:58:34
question text	To ask the Secretary of State for Work and Pensions, whether her Department has set a target for the reduction in the number of calls made to the universal credit helpline.
session	2017/19
session number	1
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
title	House of Commons Tabled Parliamentary Question 2017/19 212666
type	WrittenParliamentaryQuestion
uin	212666
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4628 label Biography information for Danielle Rowley
publisher	25259
tabling member	4628 label Biography information for Danielle Rowley

1048071

human indexable
published
registered interest
answer date	30/01/2019
date	25/01/2019
date tabled	25/01/2019
ddp created	25/01/2019 15:43:39
answering body	Department for Work and Pensions
question status	Tabled
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
ddp modified	25/01/2019 15:48:36 30/01/2019 17:30:04
hansard heading	Universal Credit: Telephone Services
house id	1
identifier	212668
legislature	25259
parliament number	57
question first answered	30/01/2019 16:58:34
question text	To ask the Secretary of State for Work and Pensions, what procedures she has put in place to incentivise call handlers at universal credit call centres to encourage claimants to use online accounts, and whether those procedures include targets.
session	2017/19
session number	1
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
title	House of Commons Tabled Parliamentary Question 2017/19 212668
type	WrittenParliamentaryQuestion
uin	212668
version	1
written parliamentary question type	NamedDay
answer	answer
creator	4628 label Biography information for Danielle Rowley
publisher	25259
tabling member	4628 label Biography information for Danielle Rowley