Department for Work and Pensions: Telephone Services

Summary

To ask the Secretary of State for Work and Pensions, what steps her Department is taking to (a) tackle wait times experienced by (i) vulnerable people who require urgent assistance and (ii) other callers to her Department's helpline, (b) improve the (A) e

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Timeline

1. 30 August 2024

   Written question

   To ask the Secretary of State for Work and Pensions, what steps her Department is taking to (a) tackle wait times experienced by (i) vulnerable people who require urgent assistance and (ii) other callers to her Department's helpline, (b) improve the (A) e

   Source: Commons

2. 9 September 2024

   Answer

   DWP reviews forecasted telephony demand and plans resourcing accordingly to keep wait times down. Wait time performance is frequently reviewed and where DWP’s telephony is delivered by an outsourced provider we use the Key Performance Indicator of percent...

   Source: Written answer

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• · Department for Work and Pensions · Answering body

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