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<p>The table below provides the average waiting times for the benefit telephone lines
for comparison with PQ<a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2018-05-08/141701/"
target="_blank">141701</a>.</p><p> </p><p>The information is for the most recent 18
month period in which data is available for, May 2017 to October 2018.</p><p> </p><p>We
are aware of a potential issue, which is being investigated, whereby a call could
be terminated by a customer but potentially remain in the system and continue to be
recorded as a ‘live call’. This issue produces statistical anomalies which impact
on the reliability of the data available.</p><p> </p><p>Average Speed of Answer</p><p>
</p><table><tbody><tr><td><p> </p></td><td><p>Last 18 Months</p></td><td><p>October
2018</p></td></tr><tr><td><p>National DLA Adult</p></td><td><p>00:03:26</p></td><td><p>00:04:51</p></td></tr><tr><td><p>Employment
and Support Allowance Enquiry</p></td><td><p>00:15:19</p></td><td><p>00:11:30</p></td></tr><tr><td><p>Jobseekers
Allowance Enquiry English</p></td><td><p>00:08:51</p></td><td><p>00:03:43</p></td></tr><tr><td><p>Income
Support Enquiry</p></td><td><p>00:08:38</p></td><td><p>00:11:07</p></td></tr><tr><td><p>Jobcentre
Enquiry Line</p></td><td><p>00:06:05</p></td><td><p>00:04:48</p></td></tr><tr><td><p>Personal
Independence Payment</p></td><td><p>00:05:31</p></td><td><p>00:06:46</p></td></tr><tr><td><p>Universal
Credit Live Service</p></td><td><p>00:09:17</p></td><td><p>00:16:26</p></td></tr><tr><td><p>Universal
Credit Full Service</p></td><td><p>00:05:01</p></td><td><p>00:03:58</p></td></tr></tbody></table><p>
</p><p>The information requested regarding the shortest and longest wait time could
only be provided at disproportionate cost.</p><p> </p><p>Please Note:</p><p> </p><p>Data
Source: BT - OPMIS and Historical Management Information (GI2 – HMI)</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supplied is derived from unpublished management information, which was collected for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>
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