Bolton Benefit Delivery Centre

Lee Jaques made this Freedom of Information request to Department for Work and Pensions

The request was successful.

From: Lee Jaques

Dear Department for Work and Pensions,

Please would you be so kind as to supply me with the following

1. The total number of calls received at telephone number 0845 608
8531, including those from customer 'warm phones' within Jobcentre
Plus offices.

2. The number of calls answered by DWP staff at this number

3. The number of calls not answered by DWP staff at this number,
and reasons for these calls not being answered. it is not necessary
to provide a reason for each call, just statistics (e.g. 100 calls
not answered due to customer disconnecting).

4. The average time callers wait before speaking to a member of

5. The average length of time per call, from initial reception by
DWP until termination

The above to be provided broken down by month.

6. Information regarding the telephone systems in place at Bolton
Benefit Delivery Centre, including the number of external lines
available to receive customer calls

Yours faithfully,

Lee Jaques

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From: DWP Adelphi Freedom-of-Information-Request
Department for Work and Pensions

This is an automated confirmation that your request for information has
been received at the DWP Central FoI Team.

We will forward your request to the relevant information owner within the
Department who will respond to you direct.

Should you also have any further queries in connection with this request
do please contact us.

For further information on the Freedom of Information Act within DWP
please click on the link below.


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From: DWP Adelphi Freedom-of-Information-Request
Department for Work and Pensions

Attachment FoI 1893 29.07.10.doc
45K Download View as HTML

Dear Lee

Please see attached response to your FoI request.

Kind regards

Central FoI Team

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