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.