Pensions: Telephone Services
(asked on 21st July 2014) - View Source
Question to the Department for Work and Pensions:
To ask Her Majesty’s Government what is the average call waiting time in each of the last five years of the pensions helpline.
| 2012/13 | 2013/14 | 2014/15 |
Changes Bereavement | 00:00:45 | 00:00:52 | 00:00:50 |
Changes (PC / SP) | 00:00:55 | 00:01:01 | 00:01:00 |
New Claims (PC / SP) | 00:00:51 | 00:00:54 | 00:01:01 |
Wait times are recorded from the point of entering a queue to successful connection to an agent.
All figures quoted relate to calls handled within DWP only, excluding calls routed to outsourcing partners.
Figures are presented by business year, spanning 1st April – 31st March. Figures for 2014/15 are complete to 30th June only.
No data is available prior to April 2012 as this metric was not included within data reported during previous periods and is no longer available in source data systems.
Data source: OPMIS