The Department makes regular assessments of the levels of avoidable contact, most recently through a survey conducted in February 2009. Results from the survey are shown in the following table.
|Million per year|
|Total calls received||Avoidable calls received|
|Pension Disability and Carer Service||19.3||5.3|
| Notes: |
1. Annual volumes are based on extrapolation from a sample survey taken in February 2009.
2. Figures exclude calls to Jobcentres as these are not run as call centres.
3. Avoidable contact is "contact that adds no value to the outcome. It includes contact that is nugatory, duplicative or caused by failures in business processes." Avoidable contacts can include wrong numbers, progress chasing calls and calls for clarification.
In line with the recommendations of Sir David Varney's report, Service Transformation, DWP has plans to reduce levels of avoidable contact by 50 per cent. by April 2011.