Driver and Vehicle Licensing Agency

Transport written question – answered on 2nd July 2012.

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Photo of Chi Onwurah Chi Onwurah Shadow Minister (Business, Innovation and Skills)

To ask the Secretary of State for Transport whether Driver and Vehicle Licensing Agency call centres are set targets in respect of average waiting times.

Photo of Mike Penning Mike Penning The Parliamentary Under-Secretary of State for Transport

There are no set targets specifically for average waiting times. There is a customer service measure to answer 95% of all calls connected to the contact centre. This is a Secretary of State target. There is also an internal target to answer 70% of all calls queued to an adviser within 30 seconds. In 2011-12 the contact centre achieved 98% against the 95% target and 78% against the internal target of 70%. The average speed of answer for 2011-12 was 28 seconds.

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