Personal Independence Payment: Telephone Services
(asked on 25th May 2023) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average response time was for answering calls to the personal independence payment new claims phone line in each year since 2015.
Please find below Average Speed to Answer data for Personal Independence Payment (PIP) New Claims lines for each year since April 2015. This includes calls routed through the Service Lines PIP New Claims, PIP New Claims Reassessment and PIP New Claims Special Rules for the Terminally Ill.
Year | Business Group | Product Line | Average Speed to Answer (hh:mm:ss) |
2015/16 | Disability | Personal Independence Payment | 00:01:39 |
2016/17 | Disability | Personal Independence Payment | 00:04:33 |
2017/18 | Disability | Personal Independence Payment | 00:01:51 |
2018/19 | Disability | Personal Independence Payment | 00:02:26 |
2019/20 | Disability | Personal Independence Payment | 00:03:49 |
2020/21 | Disability | Personal Independence Payment | 00:05:33 |
2021/22 | Disability | Personal Independence Payment | 00:05:32 |
2022/23 | Disability | Personal Independence Payment | 00:02:33 |
Please note this information is derived from the department’s 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 the DWP holds the information internally, we have released it. However, it is possible information held by the DWP may change due to operational reasons and we recommend that caution be applied when using it.