Departmental Telephone Services

Work and Pensions written question – answered on 10th February 2010.

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Photo of Lembit Öpik Lembit Öpik Liberal Democrat, Montgomeryshire

To ask the Secretary of State for Work and Pensions what the average duration was of calls made to her Department's 0845 telephone number in the latest period for which figures are available; and if she will make a statement.

Photo of Jim Knight Jim Knight Minister of State (the South West), Regional Affairs, Minister of State (the South West), Department for Work and Pensions, Minister of State (Regional Affairs) (South West), The Minister of State, Department for Work and Pensions

The Department, through its agencies, operate a number of 0845 telephone numbers.

Jobcentre Plus delivers its services through a number of service lines, and contact centres, using 0845 telephone numbers.

The average call durations for each service line, for the week ending 15 January, were as follows:

Service line Telephone number Average call duration
Jobseeker Direct English 0845 606 0234 00:03:32
DWP Recruitment Line Welsh 0845 601 6796 00:01:14
Employer Direct English 0845 601 2001 00:06:16
OVT English 0845 601 2001 00:02:07
NiNo Allocations English 0845 600 0643 00:04:48
EBOST English 0845 601 2001 00:04:48
Tele Account Management 0845 850 0242 00:03:16
Local Employer Partnerships 0845 600 8192 00:03:11
Self Service Helpline English 0845 604 3349 00:04:09
JSA Telephony Range of 0845 numbers in a virtual queue 00:04:20

Jobcentre Plus has a number of benefit delivery centres which use 0845 numbers, The average call durations, for week ending 15 January, were as follows:

Contact centres Average call duration
Employment support allowance 00:04:09
Incapacity benefit 00:03:09
Income support 00:03:00
Jobseekers allowance 00:03:20
Maternity allowance 00:03:20
Social fund 00:02:19

The Pensions, Disability and Carers Service (PDCS) also operate a number of 0845 numbers. The average call durations of which, for December 2009, were as follows:

Service line Telephone number Average call duration
Pensions general inquiries 0845 606 0265 00:05:53
Future pension centre 0845 300 0168 00:05:53
Pensions direct 0845 301 3011 00:05:58
Carers allowance 0845 608 4321 00:03:09
Disability living allowance/attendance allowance helpline 0845 712 3456 00:03:10

Debt Management operate one 0845 telephone number. The average call duration of which, for December 2009, was as follows:

Service line Number Average call duration
Debt Management 0845 850 0293 00:04:40

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