DWP Central Freedom of Information Team

e-mail: [DWP request email]

Our Ref: 765

Date: 1^st September 2008

Dear Mr Bradistini

Request for information

Thank you for your correspondence of 31^st July requesting information on telephony volumes and call handling for telephone number 0845 7123456.

You asked for the following information to be provided to you:

i) The total number of calls received at telephone number 0845 712

3456

ii) The number of calls answered by DWP staff at this number

iii) The number of calls not answered by DWP staff at this number

iv) The average time callers wait before speaking to a member of

staff

v) The average length of time per call, from initial reception by

DWP, until termination

for whatever periods records exist.

The attached spreadsheet provides you with the information you have requested. In order to be consistent with other parts of DWP, the information is being provided monthly for the current financial year and annually for preceding years. To try to provide monthly information prior to this would be at disproportionate cost. The period covered by the attached spreadsheet is 2001 to 2008 (26^th August).

The 0845 7123456 number is the telephone number for DCS DLA/AA Helpline, Blackpool, which is a national helpline dealing with enquiries from customers and their representatives about Disability Living Allowance and Attendance allowance.

This contact centre was originally set up to enable customers to access the service quickly, whilst operational staff were able to process claims. The initial set-up did include the collection of statistics on numbers of calls for management information, but calls were not monitored.

On average, DLA/AA Helpline receives 95,000 calls per week to the 0845 7123456 number. Prior to 2005, a significant number of customers were unable to get through to the Helpline. Investment was made to improve the technology, providing more capacity and functionality. The staffing levels were increased to provide better call handling capacity at times when customer demand dictates. More stretching Agency targets (90% of calls answered and no more than 1% engaged calls) were introduced and the combination of initiatives contributed to an overall improvement to the service from April 2005. The Agency target was increased further from October 2006 to 92% of calls answered, no more than 1% engaged. Since April 2008 our aim is to answer 93% of calls received and give out less than 1% in engaged tones.

The new internet protocol (IP) telephony installed from 1^st July impacted as staff got used to using the new system. Service level has improved from 1^st August but still remains under the PDCS service standard.

If you are not satisfied with the handling of your request please tell us why, to the email address above, within two calendar months of the date of this letter. DWP will then arrange for someone to conduct an internal review of your request and its handling/decision. The review will be conducted by a senior officer. This person will have taken no part in the original decision. You will be advised of their decision in writing.

If you are not content with the outcome of the internal review you have the right to apply directly to the Information Commissioner to look into the way your request has been handled. Please note that generally the Commissioner cannot make a decision unless you have first exhausted DWP's own complaints procedure. The Commissioner can be contacted at:

FoI Complaints Resolution

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Fax: 01625 524 510

email: [email address]

Yours sincerely

DWP Central FoI Team