Department for Work and Pensions: Telephone Services
(asked on 24th October 2024) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the (a) average waiting time for people calling and (b) time people spent on hold for her Department was in each of the last five years.
The table below shows the Average Speed of Answer and Total Hold Time for all people calling DWP for the last 5 business years, with 2024 to 2025 being to 20th Oct’ 2024* only, that being the last date for which data is available.
| Average Speed of Answer (hh:mm:ss) | Average Hold Time (hh:mm:ss) |
2020 – 2021 | 00:08:33 | 00:00:32 |
2021 – 2022 | 00:09:39 | 00:00:36 |
2022 – 2023 | 00:08:22 | 00:00:28 |
2023 – 2024 | 00:08:34 | 00:00:26 |
2024 to date | *00:07:58 | *00:00:25 |
*To date
Please note, the data shown is unpublished management information, collected and intended for internal departmental use. The figures provided may therefore be subject to retrospective change and have not been quality assured to National Statistics or Official Statistics publication standards.