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1002760

registered interest
date	06/11/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
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.
tabling member constituency	Glasgow South West
tabling member printed	Chris Stephens
uin	188875
answer	answer is ministerial correction date of answer 12/11/2018 answer text <p>Data can be extracted from the Universal Credit Full Service system to establish the average number of calls per day and the average duration.</p><p> </p><p>We have no plans to collect or publish this data routinely given the costs involved in maintaining it to official statistics standards.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 12/11/2018 18:05:10 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4463 label Biography information for Chris Stephens

1002761

registered interest
date	06/11/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
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.
tabling member constituency	Glasgow South West
tabling member printed	Chris Stephens
uin	188876
answer	answer is ministerial correction date of answer 12/11/2018 answer text <p>We currently have 400 colleagues assigned to Universal Credit national tier telephony. We retain the flexibility to adjust the number of colleagues working on some of the core functions within Universal Credit to accommodate fluctuations in demand and the number of colleagues deployed to National Tier telephony will vary month on month as required.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 12/11/2018 18:02:05 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4463 label Biography information for Chris Stephens

997186

registered interest
date	29/10/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, whether there are targets for the amount of time call centre staff spend on the phone to universal credit (a) applicants and (b) service users; and if she will make a statement.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185100
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>There are no targets for time spent on the telephone to applicants or service users. Call durations vary dependant on the needs of the caller, and team leaders are encouraged to observe interactions to assure call quality.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:49:46 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4628 label Biography information for Danielle Rowley

997192

registered interest
date	29/10/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, if she will publish the scripts that Universal Credit call centre workers use to answer calls from service users or applicants.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185101
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>There are no scripts currently in use in Universal Credit for call handlers, the service does however guide colleagues through certain agent led processes to ensure correct steps are taken when appropriate. In addition there are supportive lines available to agents to assist claimants with being able to self-serve where this is appropriate.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:52:57 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4628 label Biography information for Danielle Rowley

997197

registered interest
date	29/10/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what data is collected by her Department on the experience of claimants using universal credit helplines.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185102
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>The Department conducts a regular independent customer survey for all main benefits, composed of around 15,000 telephone interviews per year. During 2018/19 around 4,500 Universal Credit claimants will be interviewed and questions will cover the whole of the customer experience, including telephone contact. In future we will conduct Universal Credit specific surveys. The Department uses standard call recording technology, the data is used to assess the quality of service our staff provide.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:43:02 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4628 label Biography information for Danielle Rowley

997233

registered interest
date	29/10/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what training is provided to universal credit helpline employees; and if she will make a statement.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185118
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>DWP staff servicing the Universal Credit helplines have a three week facilitated learning period. This structured learning provides the skills and knowledge required to support them to answer claimant queries. Call agents may use aides to help effectively process the case and provide coaching for claimants about how to manage their online Universal Credit account. As we change processes, guidance is updated and provided to call agents at the appropriate time.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:27:27 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4628 label Biography information for Danielle Rowley

997277

registered interest
date	29/10/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, how many calls to the universal credit helpline were (a) received and (b) abandoned in each month from November 2017 to date .
tabling member constituency	Oldham East and Saddleworth
tabling member printed	Debbie Abrahams
uin	185027
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>The table below shows the total number of calls received each month to the Universal Credit helplines and the total number of calls abandoned by the caller in each month.</p><p> </p><table><tbody><tr><td><p> </p></td><td><p>Calls Received</p></td><td><p>Calls Abandoned</p></td></tr><tr><td><p>Nov-17</p></td><td><p>-</p></td><td><p>-</p></td></tr><tr><td><p>Dec-17</p></td><td><p>802,752</p></td><td><p>101,460</p></td></tr><tr><td><p>Jan-18</p></td><td><p>1,093,644</p></td><td><p>106,273</p></td></tr><tr><td><p>Feb-18</p></td><td><p>988,243</p></td><td><p>120,511</p></td></tr><tr><td><p>Mar-18</p></td><td><p>1,056,778</p></td><td><p>133,124</p></td></tr><tr><td><p>Apr-18</p></td><td><p>1,028,343</p></td><td><p>122,402</p></td></tr><tr><td><p>May-18</p></td><td><p>1,065,983</p></td><td><p>153,988</p></td></tr><tr><td><p>Jun-18</p></td><td><p>1,128,677</p></td><td><p>214,973</p></td></tr><tr><td><p>Jul-18</p></td><td><p>1,230,751</p></td><td><p>249,513</p></td></tr><tr><td><p>Aug-18</p></td><td><p>1,230,985</p></td><td><p>256,914</p></td></tr><tr><td><p>Sep-18</p></td><td><p>1,171,124</p></td><td><p>209,140</p></td></tr></tbody></table><p> </p><p><strong>Notes:</strong></p><ol><li>The data provided is for Universal Credit Full and Live Service, including outsourced helplines and is derived from unpublished management information, collected and intended for Departmental use. This has not been quality assured to national statistics or official statistics publication standards.</li><li>Calls “Abandoned” is the total number of calls abandoned by the caller.</li><li>Accurate telephony data for the complete month of November 2017 is not available due to a technical issue during roll out of the DWP Next Generation Contact Centre (NGCC) system.</li></ol> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:32:19 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4212 label Biography information for Debbie Abrahams

993641

registered interest
date	23/10/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what the average call duration is of a universal credit telephone enquiry.
tabling member constituency	Southampton, Itchen
tabling member printed	Royston Smith
uin	182845
answer	answer is ministerial correction date of answer 31/10/2018 answer text <p>This summer we introduced a new routed telephony service for Universal Credit Full Service claims where claimants with an existing claim are connected directly to the person or team who are dealing with their case. Of the calls offered via the 0800 328 5644 (Universal Credit Full Service) number during September 2018, the average call duration was 6 minutes and 54 seconds and the average call waiting time was 1 minute and 6 seconds.</p><p> </p><p>We also provide a free national enquiry service for calls from people who do not yet have a processed claim. For the month of September the average call duration of a telephone enquiry to the Universal Credit Full Service enquiry line was 6 minutes and 15 seconds and the average call waiting time was 6 minutes and 10 seconds.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 182846 question first answered 31/10/2018 17:41:11 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4478 label Biography information for Royston Smith

993642

registered interest
date	23/10/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what the average call waiting time is for a universal credit telephone enquiry.
tabling member constituency	Southampton, Itchen
tabling member printed	Royston Smith
uin	182846
answer	answer is ministerial correction date of answer 31/10/2018 answer text <p>This summer we introduced a new routed telephony service for Universal Credit Full Service claims where claimants with an existing claim are connected directly to the person or team who are dealing with their case. Of the calls offered via the 0800 328 5644 (Universal Credit Full Service) number during September 2018, the average call duration was 6 minutes and 54 seconds and the average call waiting time was 1 minute and 6 seconds.</p><p> </p><p>We also provide a free national enquiry service for calls from people who do not yet have a processed claim. For the month of September the average call duration of a telephone enquiry to the Universal Credit Full Service enquiry line was 6 minutes and 15 seconds and the average call waiting time was 6 minutes and 10 seconds.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 182845 question first answered 31/10/2018 17:41:11 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4478 label Biography information for Royston Smith

926985

registered interest
date	19/06/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, whether he plans to implement a helpline number for hon. Members' constituency offices for casework inquiries relating to Universal Credit.
tabling member constituency	Lincoln
tabling member printed	Karen Lee
uin	155400
answer	answer is ministerial correction date of answer 03/07/2018 answer text <p>I refer the Hon. Member to the answer provided to <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2017-07-20/6374/" target="_blank">Question 6374</a> on 5 September 2017 by the then Minister of State for Employment, Damian Hinds.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 03/07/2018 11:01:15 answering member 4014 label Biography information for Sir Alok Sharma
tabling member	4664 label Biography information for Karen Lee