DWP plans resourcing according to forecasted telephony demand in an effort to keep wait times down. Wait time performance and forecasted demand is frequently reviewed, and DWP is continually working to improve the service that it delivers. The Benefit Enquiry Line (0800 169 0310) freephone service which supports Employment and Support Allowance (ESA), Jobseekers Allowance and Income Support, is delivered by multiskilled colleagues, who are able to flex between lines to balance customer wait times. We are aware that the line is currently experiencing high wait times for ESA enquiries, although these can vary throughout the day, and we are working to improve this position.<\/p>
<\/p>
The Department is investing in a new capability that aims to better route customers to the right offer at the right time. This will reduce the time callers spend listening to a menu of choices and instead invite customers to say why they are calling, at the start of the call.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"} } , "answeringMemberConstituency" : {"_value" : "Mid Sussex"} , "answeringMemberPrinted" : {"_value" : "Mims Davies"} , "dateOfAnswer" : {"_value" : "2023-05-23", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2023-05-23T14:40:28.453Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2023-05-16", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps his Department is taking to reduce call waiting times on the benefit enquiry line.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4253", "label" : {"_value" : "Biography information for Seema Malhotra"} } , "tablingMemberConstituency" : {"_value" : "Feltham and Heston"} , "tablingMemberPrinted" : [{"_value" : "Seema Malhotra"} ], "uin" : "185260"} , {"_about" : "http://data.parliament.uk/resources/1611947", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1611947/answer", "answerText" : {"_value" : "
As part of DWP\u2019s Service Modernisation programme, the Modernising and Transforming Telephony Project was formed. The project is looking at technologies available to improve and support DWP\u2019s future telephony demand. User research from customers, agents and providers is at the centre of their design and build approach. The first enhancement will involve the introduction of \u2018DWP\u2019s Virtual Agent\u2019\u2019 this will support customers through their telephony journey and best determine how to respond or help with their enquiry. The objective of this technology is route calls to the right person or support available at the right time and providing a better overall customer experience than now. Starting with Universal Credit; we then plan to introduce this technology further over the next 3 <\/strong>years*. In terms of accessibility, this technology has been fully approved to standards required and will not replace, but complement the pre-existing support available for those customers who require it such as Relay UK and Video Relay Service.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Sussex"}
, "answeringMemberPrinted" : {"_value" : "Mims Davies"}
, "dateOfAnswer" : {"_value" : "2023-04-25", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2023-04-25T13:58:54.453Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2023-04-18", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps he is taking to increase the (a) efficiency and (b) accessibility of telephone services provided by his Department.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4511", "label" : {"_value" : "Biography information for Dr Rupa Huq"}
}
, "tablingMemberConstituency" : {"_value" : "Ealing Central and Acton"}
, "tablingMemberPrinted" : [{"_value" : "Dr Rupa Huq"}
], "uin" : "181490"}
, {"_about" : "http://data.parliament.uk/resources/1610435", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1610435/answer", "answerText" : {"_value" : " DWP plans resourcing according to forecasted telephony demand in an effort to keep wait times down. Wait time performance and forecasted demand is frequently reviewed, and where DWP\u2019s telephony is delivered by an outsourced provider we use the Key Performance Indicator of percentage of calls answered which are published quarterly on gov.uk.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Sussex"}
, "answeringMemberPrinted" : {"_value" : "Mims Davies"}
, "dateOfAnswer" : {"_value" : "2023-04-24", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2023-04-24T16:59:41.517Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2023-04-14", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps his Department is taking to ensure its telephone lines are accessible to the public without incurring undue delays.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4501", "label" : {"_value" : "Biography information for Gerald Jones"}
}
, "tablingMemberConstituency" : {"_value" : "Merthyr Tydfil and Rhymney"}
, "tablingMemberPrinted" : [{"_value" : "Gerald Jones"}
], "uin" : "180568"}
, {"_about" : "http://data.parliament.uk/resources/1605717", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1605717/answer", "answerText" : {"_value" : " DWP plans resourcing according to forecasted telephony demand in an effort to keep wait times down. Wait time performance is frequently reviewed, and where DWP\u2019s telephony is delivered by an outsourced provider we use the Key Performance Indicator of percentage of calls answered.<\/p> <\/p> The data below shows how many calls were (a) received, (b) answered and (c) average speed of answer for each service area in each of the last five years. CFCD data is only available for the last 2 years.<\/p> <\/p> <\/strong><\/p> Financial Year<\/strong><\/p><\/td> Service Area<\/strong><\/p><\/td> Calls Offered<\/strong><\/p><\/td> Calls Answered<\/strong><\/p><\/td> Average Speed of Answer<\/strong> hh:mm:ss<\/strong><\/p><\/td><\/tr> 2022-2023<\/p><\/td> CFCD<\/p><\/td> 2,181,364<\/p><\/td> 1,870,726<\/p><\/td> 0:06:37<\/p><\/td><\/tr> 2022-2023<\/p><\/td> CMG<\/p><\/td> 1,969,296<\/p><\/td> 1,579,458<\/p><\/td> 0:14:09<\/p><\/td><\/tr> 2022-2023<\/p><\/td> Disability Services<\/p><\/td> 8,031,706<\/p><\/td> 5,916,291<\/p><\/td> 0:18:47<\/p><\/td><\/tr> 2022-2023<\/p><\/td> Retirement Services<\/p><\/td> 9,563,255<\/p><\/td> 8,065,542<\/p><\/td> 0:06:22<\/p><\/td><\/tr> 2022-2023<\/p><\/td> Universal Credit<\/p><\/td> 15,583,662<\/p><\/td> 14,504,606<\/p><\/td> 0:03:00<\/p><\/td><\/tr> 2022-2023<\/p><\/td> Working Age<\/p><\/td> 3,848,833<\/p><\/td> 2,837,717<\/p><\/td> 0:18:55<\/p><\/td><\/tr> Data above covers the period 1/4/22 \u2013 19/3/23 representing the latest available data for the current financial year.<\/strong><\/p><\/td><\/tr> <\/p><\/td> <\/p><\/td> <\/p><\/td> <\/p><\/td> <\/p><\/td><\/tr> 2021-2022<\/p><\/td> CFCD<\/p><\/td> 2,266,123<\/p><\/td> 2,044,015<\/p><\/td> 0:04:32<\/p><\/td><\/tr> 2021-2022<\/p><\/td> CMG<\/p><\/td> 1,853,670<\/p><\/td> 1,403,894<\/p><\/td> 0:17:06<\/p><\/td><\/tr> 2021-2022<\/p><\/td> Disability Services<\/p><\/td> 7,788,882<\/p><\/td> 5,883,066<\/p><\/td> 0:17:45<\/p><\/td><\/tr> 2021-2022<\/p><\/td> Retirement Services<\/p><\/td> 8,489,843<\/p><\/td> 6,660,842<\/p><\/td> 0:09:11<\/p><\/td><\/tr> 2021-2022<\/p><\/td> Universal Credit<\/p><\/td> 18,406,628<\/p><\/td> 16,100,254<\/p><\/td> 0:05:08<\/p><\/td><\/tr> 2021-2022<\/p><\/td> Working Age<\/p><\/td> 4,682,665<\/p><\/td> 3,526,054<\/p><\/td> 0:17:35<\/p><\/td><\/tr> <\/p><\/td> <\/p><\/td> <\/p><\/td> <\/p><\/td> <\/p><\/td><\/tr> 2020-2021<\/p><\/td> CMG<\/p><\/td> 1,494,693<\/p><\/td> 1,098,457<\/p><\/td> 0:14:40<\/p><\/td><\/tr> 2020-2021<\/p><\/td> Disability Services<\/p><\/td> 5,800,280<\/p><\/td> 4,319,762<\/p><\/td> 0:17:11<\/p><\/td><\/tr> 2020-2021<\/p><\/td> Retirement Services<\/p><\/td> 7,053,720<\/p><\/td> 5,440,280<\/p><\/td> 0:08:43<\/p><\/td><\/tr> 2020-2021<\/p><\/td> Universal Credit<\/p><\/td> 17,407,587<\/p><\/td> 15,870,315<\/p><\/td> 0:03:41<\/p><\/td><\/tr> 2020-2021<\/p><\/td> Working Age<\/p><\/td> 5,151,549<\/p><\/td> 3,884,057<\/p><\/td> 0:16:55<\/p><\/td><\/tr> <\/p><\/td> <\/p><\/td> <\/p><\/td> <\/p><\/td> <\/p><\/td><\/tr> 2019-2020<\/p><\/td> CMG<\/p><\/td> 3,464,411<\/p><\/td> 2,750,564<\/p><\/td> 0:08:53<\/p><\/td><\/tr> 2019-2020<\/p><\/td> Disability Services<\/p><\/td> 7,703,309<\/p><\/td> 6,154,284<\/p><\/td> 0:09:58<\/p><\/td><\/tr> 2019-2020<\/p><\/td> Retirement Services<\/p><\/td> 9,338,493<\/p><\/td> 7,866,169<\/p><\/td> 0:04:52<\/p><\/td><\/tr> 2019-2020<\/p><\/td> Universal Credit<\/p><\/td> 18,588,061<\/p><\/td> 16,290,226<\/p><\/td> 0:04:45<\/p><\/td><\/tr> 2019-2020<\/p><\/td> Working Age<\/p><\/td> 9,901,097<\/p><\/td> 7,073,534<\/p><\/td> 0:15:48<\/p><\/td><\/tr> <\/p><\/td> <\/p><\/td> <\/p><\/td> <\/p><\/td> <\/p><\/td><\/tr> 2018-2019<\/p><\/td> CMG<\/p><\/td> 3,664,662<\/p><\/td> 3,289,464<\/p><\/td> 0:01:18<\/p><\/td><\/tr> 2018-2019<\/p><\/td> Disability Services<\/p><\/td> 7,395,433<\/p><\/td> 6,147,557<\/p><\/td> 0:06:50<\/p><\/td><\/tr> 2018-2019<\/p><\/td> Retirement Services<\/p><\/td> 9,567,951<\/p><\/td> 8,496,762<\/p><\/td> 0:03:06<\/p><\/td><\/tr> 2018-2019<\/p><\/td> Universal Credit<\/p><\/td> 13,921,347<\/p><\/td> 11,564,360<\/p><\/td> 0:06:28<\/p><\/td><\/tr> 2018-2019<\/p><\/td> Working Age<\/p><\/td> 17,032,506<\/p><\/td> 12,699,993<\/p><\/td> 0:11:49<\/p><\/td><\/tr><\/tbody><\/table> <\/strong><\/p> <\/p> <\/p> <\/strong><\/p><\/td> <\/strong><\/p><\/td> Debt Recovery Line<\/strong><\/p><\/td> Debt PAY Line (Inc SERCO)<\/strong><\/p><\/td><\/tr> Year From - To<\/strong><\/p><\/td> Offered<\/strong><\/p><\/td> Answered<\/strong><\/p><\/td> ASA<\/strong><\/p><\/td> Offered<\/strong><\/p><\/td> Answered<\/strong><\/p><\/td> ASA<\/strong><\/p><\/td><\/tr> Apr 2018 \u2013 Mar 2019<\/p><\/td> 1511241<\/p><\/td> 1319552<\/p><\/td> N/A<\/p><\/td> N/A<\/p><\/td> 378723<\/p><\/td> N/A<\/p><\/td><\/tr> Apr 2019 \u2013 Mar 2020<\/p><\/td> 2185905<\/p><\/td> 1493931<\/p><\/td> 17:33<\/p><\/td> 476005<\/p><\/td> 423857<\/p><\/td> 01:20<\/p><\/td><\/tr> Apr 2020 \u2013 Mar 2021<\/p><\/td> 1050818<\/p><\/td> 833339<\/p><\/td> 10:47<\/p><\/td> 376987<\/p><\/td> 354297<\/p><\/td> 01:59<\/p><\/td><\/tr> Apr 2021 \u2013 Mar 2022<\/p><\/td> 1768821<\/p><\/td> 1598025<\/p><\/td> 05:13<\/p><\/td> 823237<\/p><\/td> 785246<\/p><\/td> 01:45<\/p><\/td><\/tr> Apr 2022 \u2013 Feb 2023<\/p><\/td> 1604141<\/p><\/td> 1390350<\/p><\/td> 07:25<\/p><\/td> 749320<\/p><\/td> 705380<\/p><\/td> 03:46<\/p><\/td><\/tr><\/tbody><\/table> <\/p> <\/p> NBFH (National Benefit Fraud Hotline) \u2013 please note the line was shut down from April 20 to March 22 due to Covid. <\/strong><\/p> <\/strong><\/p> April 22 to March 23 (WC 13/03) - Internal DWP team. <\/strong><\/p> Average call waiting time: 6:13<\/p> Total calls received: 97,720<\/p> Total calls answered: 75,137<\/p> <\/p> April 19 to 20 March 20 (Serco)<\/strong><\/p> Average call waiting time: 38s<\/p> Total calls received: 123,341<\/p> Total calls answered 116,774<\/p> <\/p> Sept 18 to March 19 (Serco)<\/strong><\/p> Average call waiting time: 37s<\/p> Total calls received: 73,709<\/p> Total calls answered: 69,540<\/p> <\/p> April 2018 to Sept 18 (Capita)<\/strong><\/p> Average call waiting time: 57s<\/p> Total calls received: 70,959<\/p> Total calls answered: 66,070<\/p> <\/p> Please note this information is derived from the Department\u2019s management information designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Sussex"}
, "answeringMemberPrinted" : {"_value" : "Mims Davies"}
, "dateOfAnswer" : {"_value" : "2023-03-23", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2023-03-23T17:55:41.417Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2023-03-20", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, how many calls to his Department were (a) received and (b) answered by service area in each of the last five years; and what the average wait time for such calls was in each such area in each such year.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/163", "label" : {"_value" : "Biography information for Sir Stephen Timms"}
}
, "tablingMemberConstituency" : {"_value" : "East Ham"}
, "tablingMemberPrinted" : [{"_value" : "Sir Stephen Timms"}
], "uin" : "169179"}
, {"_about" : "http://data.parliament.uk/resources/1602038", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1602038/answer", "answerText" : {"_value" : " I can confirm that DWP continues to provide Video Relay Service (VRS) to customers who require remote inbound BSL interpretation. All VRS is provided by our current supplier, DA Languages, via SignSolution. We do not use Textphone within the Language Services contract. We no longer use the former supplier \u2018SignVideo\u2019, referenced in the question.<\/p> The table below presents the Departments Management Information for the period February 2022 to January 2023, detailing the average speed to answer (ASA) an inbound call, and the total number of calls answered by month.<\/p> <\/p> Month Year<\/strong><\/p><\/td> ASA (hrs/mins/Seconds)<\/strong><\/p><\/td> Calls Answered<\/strong><\/p><\/td><\/tr> FEB 22<\/p><\/td> 0:07:35<\/p><\/td> 3,200,789<\/p><\/td><\/tr> MAR 22<\/p><\/td> 0:07:43<\/p><\/td> 3,538,351<\/p><\/td><\/tr> APR 22<\/p><\/td> 0:08:24<\/p><\/td> 3,023,486<\/p><\/td><\/tr> MAY 22<\/p><\/td> 0:08:56<\/p><\/td> 3,234,247<\/p><\/td><\/tr> JUN 22<\/p><\/td> 0:08:13<\/p><\/td> 3,040,241<\/p><\/td><\/tr> JUL 22<\/p><\/td> 0:07:42<\/p><\/td> 2,856,595<\/p><\/td><\/tr> AUG 22<\/p><\/td> 0:08:53<\/p><\/td> 2,968,272<\/p><\/td><\/tr> SEP 22<\/p><\/td> 0:10:29<\/p><\/td> 2,959,967<\/p><\/td><\/tr> OCT 22<\/p><\/td> 0:08:57<\/p><\/td> 2,991,097<\/p><\/td><\/tr> NOV 22<\/p><\/td> 0:06:54<\/p><\/td> 3,118,883<\/p><\/td><\/tr> DEC 22<\/p><\/td> 0:07:53<\/p><\/td> 2,518,952<\/p><\/td><\/tr> JAN 23<\/p><\/td> 0:07:51<\/p><\/td> 3,272,460<\/p><\/td><\/tr><\/tbody><\/table> Please note<\/strong> - this information is derived from the Department\u2019s management information designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Sussex"}
, "answeringMemberPrinted" : {"_value" : "Mims Davies"}
, "dateOfAnswer" : {"_value" : "2023-02-14", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2023-02-14T13:03:55.083Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2023-02-06", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, what the average time is that benefit claimants are on hold when contacting the Department to discuss their claim.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4368", "label" : {"_value" : "Biography information for Neil Coyle"}
}
, "tablingMemberConstituency" : {"_value" : "Bermondsey and Old Southwark"}
, "tablingMemberPrinted" : [{"_value" : "Neil Coyle"}
], "uin" : "140231"}
, {"_about" : "http://data.parliament.uk/resources/1503496", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1503496/answer", "answerText" : {"_value" : " The Department for Work and Pensions has a made a commitment in our Welsh Language Scheme to treat the Welsh and English languages equally and ensure that all services provided for the public in Wales are available in Welsh, as well as English.<\/p> <\/p> All DWP customers are able to access telephony services in Welsh either directly through a dedicated Welsh language helpline or by selecting the required Interactive Voice Response option. Callers to Carer\u2019s Allowance (CA) and Attendance Allowance (AA) helplines who wish to speak to someone in Welsh currently receive a call-back from a Welsh speaker. A Welsh language option will be implemented on these telephone helplines in October 2022.<\/p> <\/p> All our service line telephone numbers are available on GOV.UK.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"}
}
, "answeringMemberConstituency" : {"_value" : "Hexham"}
, "answeringMemberPrinted" : {"_value" : "Guy Opperman"}
, "dateOfAnswer" : {"_value" : "2022-09-07", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2022-09-07T13:55:22.54Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2022-09-02", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, when she plans for the Welsh language telephone service to be fully functioning.", "registeredInterest" : {"_value" : "true", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/3943", "label" : {"_value" : "Biography information for Jonathan Edwards"}
}
, "tablingMemberConstituency" : {"_value" : "Carmarthen East and Dinefwr"}
, "tablingMemberPrinted" : [{"_value" : "Jonathan Edwards"}
], "uin" : "45155"}
, {"_about" : "http://data.parliament.uk/resources/1469657", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1469657/answer", "answerText" : {"_value" : " Information relating to the numbers of enquiries received by DWP MP hotlines is not readily available and to provide it would incur disproportionate cost.<\/p> <\/p> We offer a range of ways for MPs to contact DWP, including through dedicated MP hotlines within Disability Services, CMG, and Retirement Services. Information about how MPs and their staff can best contact us is published on the Parliamentary website and this information is regularly updated. Individual product lines also conduct regular engagement with MPs, including bespoke sessions with MPs and their support teams.<\/p> <\/p> Enquiries received by MP hotlines are managed as part of DWP\u2019s correspondence teams. We closely monitor the performance of these teams and regularly review the resource allocated to this work and where process improvements can be made.<\/p> <\/p> All MP hotlines are regularly checked during operating hours and calls from MPs are either answered directly or allow a voicemail message to be left, which will be picked up and responded to as soon as possible.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"}
}
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, "answeringMemberPrinted" : {"_value" : "Guy Opperman"}
, "dateOfAnswer" : {"_value" : "2022-06-16", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2022-06-16T14:26:21.83Z", "_datatype" : "dateTime"}
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, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2022-06-13", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
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], "questionText" : "To ask the Secretary of State for Work and Pensions, how many new enquiries her Department\u2019s MP hotline teams dealt with in each month in 2021; what steps her Department is taking to manage the (a) performance and (b) case management of those teams; what steps she is taking to oversee the performance of those MP hotlines; and if she will make a statement.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/1548", "label" : {"_value" : "Biography information for Jessica Morden"}
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, "tablingMemberPrinted" : [{"_value" : "Jessica Morden"}
], "uin" : "16879"}
, {"_about" : "http://data.parliament.uk/resources/1366480", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1366480/answer", "answerText" : {"_value" : " DWP regularly reviews performance with Serco to ensure they are meeting contractual responsibilities. During the term of the contract Serco have largely met their Key Performance Indicators, though more recently, competitive labour market conditions and subsequent challenges recruiting agents have led to some short-term performance impacts.<\/p> <\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"}
}
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, "dateOfAnswer" : {"_value" : "2021-11-08", "_datatype" : "dateTime"}
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, "questionFirstAnswered" : [{"_value" : "2021-11-08T17:50:03.15Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-11-08", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
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], "questionText" : "What recent assessment she has made of the contractual performance of Serco plc in delivering call-handling services for her Department.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/178", "label" : {"_value" : "Biography information for John McDonnell"}
}
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, "tablingMemberPrinted" : [{"_value" : "John McDonnell"}
], "uin" : "904070"}
, {"_about" : "http://data.parliament.uk/resources/1366926", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1366926/answer", "answerText" : {"_value" : " All except two of the Freephone lines that DWP provides operate with a menu of options for customers to select the most appropriate one before the call is then routed to an agent. The two lines which operate differently; Benefit Enquiry Line (BEL) and the Jobcentre Enquiry Line (JEL) use a function called Natural Language Call Steering which will revert to a menu of options if the customer is not understood or chooses not to speak<\/p> <\/strong><\/p> <\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4142", "label" : {"_value" : "Biography information for Guy Opperman"}
}
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, "answeringMemberPrinted" : {"_value" : "Guy Opperman"}
, "dateOfAnswer" : {"_value" : "2021-11-15", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2021-11-15T16:54:39.613Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2021-11-08", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
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], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps her Department is taking to ensure that people whose voices cannot be understood by her Department's automated helpline systems are redirected to a human operator.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4467", "label" : {"_value" : "Biography information for Drew Hendry"}
}
, "tablingMemberConstituency" : {"_value" : "Inverness, Nairn, Badenoch and Strathspey"}
, "tablingMemberPrinted" : [{"_value" : "Drew Hendry"}
], "uin" : "71373"}
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