Service Personnel and Veterans Agency
Defence
Jesse Norman (Hereford and South Herefordshire, Conservative)
To ask the Secretary of State for Defence what the average processing time was for enquiries received by (a) telephone, (b) email and (c) post at the Service Personnel and Veterans Agency in each of the last 24 months for which figures are available.
Mark Francois (Rayleigh and Wickford, Conservative)
Where available data held on the average processing time for inquiries received by the Service Personnel and Veterans Agency (SPVA) is shown in the table.
It is not possible to provide the average processing time for letters and e-mails received by either the Joint Personnel Administration Centre (JPAC) or other functional areas within SPVA as the data for these are not held in this format.
The latter includes addressing claims under the War Pension Scheme and Armed Forces Compensation Scheme, many of which require detailed investigation.
| Veterans Helpline | JPAC | ||||
| Month | Tel (Mins) | Letters (Working days) | E-mails (Working days) | Tel (Mins) | |
| 2010 | September | 3.03 | 3.6 | 1.7 | 4.33 |
| October | 3.02 | 1.2 | 1.2 | 4.08 | |
| November | 3.03 | 2.6 | 1.6 | 3.51 | |
| December | 3.05 | 1.7 | 1.5 | 3.45 | |
| 2011 | January | 3.04 | 2.9 | 1.4 | 3.54 |
| February | 3.05 | 1.7 | 1.2 | 4.22 | |
| March | 3.00 | 1.8 | 1.5 | 4.18 | |
| April | 2.56 | 1.5 | 1.2 | 4.06 | |
| May | 3.04 | 2 | 1.5 | 4.17 | |
| June | 3.07 | 1.8 | 1.3 | 4.21 | |
| July | 3.05 | 3 | 1.3 | 4.20 | |
| August | 3.15 | 2.8 | 1.4 | 4.09 | |
| September | 3.10 | 2.1 | 1.8 | 4.07 | |
| October | 3.16 | 2.9 | 1.5 | 3.57 | |
| November | 3.16 | 2.6 | 1.5 | 3.46 | |
| December | 3.10 | 2.7 | 1.3 | 3.53 | |
| 2012 | January | 3.21 | 2 | 1.2 | 3.51 |
| February | 3.34 | 2.4 | 1.3 | 3.58 | |
| March | 3.26 | 3.4 | 1.7 | 4.08 | |
| April | 3.46 | 3.3 | 2.6 | 4.08 | |
| May | 4.40 | 3.9 | 2.1 | 4.07 | |
| June | 3.39 | 2.8 | 2.6 | 4.04 | |
| July | 4.02 | 2.7 | 1.3 | 4.02 | |
| August | 3.48 | 3.3 | 2.9 | 4.03 |