Management information about telephone waiting times to DWP helpline

Martin Williams made this Freedom of Information request to Department for Work and Pensions

This request has been closed to new correspondence. Contact us if you think it should be reopened.

The request was successful.

Dear Department for Work and Pensions,

Please provide me with any management information or statistics held about waiting times to be connected to an adviser when calling the 0345 608 8545 helpliine over the last 12 months.

If this data can be provided broken down by month and if the information is held, broken down by time of day that would be helpful.

Please note I am not just interested in average times currently but any data held on trends in average wait times and any data held about the distribution of waiting times at any particular point- in short any data which are collected for management purposes on the waiting times.

Many thanks for your assistance.

Yours faithfully,

Martin Williams

DWP freedom-of-information-requests, Department for Work and Pensions

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Operations FOI Requests, Department for Work and Pensions

1 Attachment

Dear Mr Williams,
 
Please find attached the reply to your recent Freedom of Information
request reference number FOI 3564:
 
 
Thank you,
 
DWP Freedom of Information Team
 
 
 
 

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Dear Operations FOI Requests,

Many thanks for your reply.

The attached spreadsheet mentioned in your reply does not appear to be attached.

Yours sincerely,

Martin Williams

Operations FOI Requests, Department for Work and Pensions

This is an automated confirmation that your request for information has been accepted by the DWP FoI mailbox.
 
By the next working day your request will be forwarded to the relevant information owner within the Department who will respond to you direct. 
 
If your email is a Freedom of Information request you can normally expect a response within 20 working days.
  
For further information on making Freedom of Information requests please click on the link below.

https://www.gov.uk/make-a-freedom-of-inf...

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Operations FOI Requests, Department for Work and Pensions

2 Attachments

Dear Mr Williams,

Please see attached email that I sent yesterday. The PDF letter was attached.

I hope you can access it this time.

Thank you.

DWP Freedom of Information Team

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Operations FOI Requests, Department for Work and Pensions

1 Attachment

Hi Mr Williams,

Please see attached, with the spreadsheet.

Thank you.
DWP Freedom of Information Team

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Dear Operations FOI Requests,

Many thanks for your reply.

Please could I ask one further question-

For the same months please could you provide me with any information held about the numbers of abandoned calls? If this information is available as a percentage of total calls that would be very helpful (eg 20% of calls were abandoned before being answered or whatever the figures are).

Thanks again for your help.

Yours sincerely,

Martin Williams

Operations FOI Requests, Department for Work and Pensions

This is an automated confirmation that your request for information has been accepted by the DWP FoI mailbox.
 
By the next working day your request will be forwarded to the relevant information owner within the Department who will respond to you direct. 
 
If your email is a Freedom of Information request you can normally expect a response within 20 working days.
  
For further information on making Freedom of Information requests please click on the link below.

https://www.gov.uk/make-a-freedom-of-inf...

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DWP Business Intelligence PQ and FOI Central Team, Department for Work and Pensions

1 Attachment

Dear Martin Williams,

Please find enclosed an acknowledgement for your Freedom of Information request reference FOI 3951.

Thank you

DWP Business Intelligence Freedom of Information Focal Point Department for Work and Pensions | Financial Control Directorate | www.dwp.gov.uk | Please consider the environment before printing

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DWP Business Intelligence PQ and FOI Central Team, Department for Work and Pensions

1 Attachment

Dear Martin Williams,

Please find attached response to your Freedom Of Information request.

Regards

DWP Communications Team
Department for Work and Pensions | Financial Control Directorate | www.dwp.gov.uk | Please consider the environment before printing

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Dear DWP Business Intelligence PQ and FOI Central Team,

Many thanks for your answer.

In regard to the "over 600 people joining or due to join our telephony teams" referred to in your letter, please disclose:

1. How many of these 600 people are new recruitments to the DWP?
2. How many of these 600 people are being moved from other areas within the DWP?
3. How many of the 600 people were previously involved in benefit processing and are now moving to telephony?

Thanks.

Yours sincerely,

Martin Williams

DWP Business Intelligence PQ and FOI Central Team, Department for Work and Pensions

1 Attachment

Dear Martin Williams,

Please find attached acknowledgement of your Freedom Of Information request.

Regards

DWP Communications Team
Department for Work and Pensions | Financial Control Directorate | www.dwp.gov.uk | Please consider the environment before printing

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Operations FOI Requests, Department for Work and Pensions

1 Attachment

 
Dear Mr Williams,
 
Please find attached the reply to your recent Freedom of Information
request reference number FOI 4487:
 
 
Thank you,
 
DWP Freedom of Information Team
 
 
 
 

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