Work and Pensions written question – answered at on 12 December 2005.
To ask the Secretary of State for Work and Pensions what the average number of days taken (a) to call back and (b) from call back to interview date for each Customer Management System centre was in the last period for which figures are available.
holding answer
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.
Letter from Lesley Strathie, dated
The Secretary of State has asked me to reply to your question concerning what the average number of days taken is (a) to call back and (b) from call back to interview date for each Customer Management System centre. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.
Our aim is to call customers back within 24 hours of the inbound call. The latest data we have available is for week ending
Contact Centre | Time taken to call customer (days ahead or day ahead) |
---|---|
Blackburn | 2 |
Bootle | 4 |
Bridgend | 1 |
Coventry | 3 |
Derby | 1 |
Dundee | 3 |
Garston | 1 |
Grimsby | 1 |
Halifax | Within 1 |
Hastings | 1 |
Lincoln | 1 |
Marton Mere | 3 |
Middlesbrough | 1 |
Newcastle | 3 |
Paisley | 1 |
Pembroke Dock | 2 |
Poole | 2 |
Sheffield | 1 |
Taunton | 3 |
Telford | 1 |
Torquay | Within 1 |
We have an internal standard to complete work-focused interviews within 4 days of initial contact with the customer. Twelve of our centres captured data from 273 Local Service Outlets over a sample period from 16th September 2005 to 25th November 2005 on the waiting times for these interviews. This information is in the table.
Week ending | Average waiting time in days |
---|---|
16 September 2005 | 7.2 |
23 September 2005 | 7.7 |
30 September 2005 | 8.0 |
7 October 2005 | 7.8 |
14 October 2005 | 8.5 |
21 October 2005 | 8.0 |
28 October 2005 | 7.6 |
4 November 2005 | 7.3 |
11 November 2005 | 6.2 |
18 November 2005 | 5.0 |
25 November 2005 | 5.3 |
I hope this is helpful.
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