| answer text |
<p>Universal Credit is a 24 hour, seven days a week, digital service that allows claimants
to manage their own data and account online at a time which is convenient for them.
Via their account claimants can check their Universal Credit benefit payments, notify
us of changes and record notes via an online journal facility. In addition, established
claimants who call the Freephone Universal Credit helpline are connected directly
to the person or team who are dealing with the case.</p><p> </p><p>The average waiting
time for a person calling the Universal Credit Full Service helpline in each of the
last three months was:</p><p> </p><table><tbody><tr><td><p><strong>Month</strong></p></td><td><p><strong>Average
Speed of Answer (minutes)</strong></p></td></tr><tr><td><p>December 2018</p></td><td><p>4.52</p></td></tr><tr><td><p>January
2019</p></td><td><p>4.53</p></td></tr><tr><td><p>February 2019</p></td><td><p>4.16</p></td></tr></tbody></table><p>
</p><p>The average waiting times for a person calling the Universal Credit Full Service
helpline in 2018 was 5 minutes 52 seconds</p><p> </p><p>Our Average Speed of Answer
(ASA) measure is 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 prior to answer.</p><p> </p><p><strong>Notes:</strong></p><p>
</p><p>For calls connected to the owning Case Manager or team, the Average Speed of
Answer was 1 minute 10 seconds in February 2019.</p><p> </p><p>Data Source: BT - OPMIS
and Historical Management Information (GI2 – HMI)</p><p> </p><p>Outsourced partner
data is included.</p><p> </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The data supplied is derived from unpublished management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>
|
|
