Universal Credit: Telephone Services
(asked on 2nd September 2016) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average and median waiting time is for users calling the universal credit helpline; and how many calls to that helpline were answered in (a) less than five, (b) between five and 10, (c) between 10 and 15, (d) between 15 and 20 and (e) more than thirty minutes between 1 January and 30 June 2016.
The data below states the Average Speed of Answer for all UC calls for the period 1 January 2016 – 30 June 2016.
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Universal Credit Average Speed of Answer | Average Speed of Answer |
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January 2016 | 00:02:09 |
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February 2016 | 00:02:03 |
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March 2016 | 00:02:01 |
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April 2016 | 00:02:44 |
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May 2016 | 00:02:24 |
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June 2016 | 00:02:41 |
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Total | 00:02:22 |
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Data source: Operational Management Information System (OPMIS)
It would be a disproportionate cost to compute the median in each month, and the breakdown by waiting time intervals.