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<p>The Department continuously monitors the efficiency and effectiveness of our telephony
centres. We monitor a range of performance areas on a weekly, daily and real-time
basis, as well as seeking customers’ feedback of the service and use this for continuous
improvement. We also conduct trials and tests to ensure we understand the most optimal
model of service delivery, learning iteratively and applying that learning to all
parts of our service, including Pensions, Child Maintenance, Disability Services and
Universal Credit.</p><p> </p>
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