Pensions: Telephone Services

House of Lords written question – answered on 28th July 2014.

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Photo of Lord Lipsey Lord Lipsey Labour

To ask Her Majesty’s Government what is the average call waiting time in each of the last five years of the pensions helpline.

Photo of Lord Freud Lord Freud The Parliamentary Under-Secretary of State for Work and Pensions

2012/13 2013/14 2014/15
Changes Bereavement 00:00:45 00:00:52 00:00:50
Changes (PC / SP) 00:00:55 00:01:01 00:01:00
New Claims (PC / SP) 00:00:51 00:00:54 00:01:01

Wait times are recorded from the point of entering a queue to successful connection to an agent.

All figures quoted relate to calls handled within DWP only, excluding calls routed to outsourcing partners.

Figures are presented by business year, spanning 1st April-31st March. Figures for 2014/15 are complete to 30th June only.

No data is available prior to April 2012 as this metric was not included within data reported during previous periods and is no longer available in source data systems.

Data source: OPMIS

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