§ Ms LynneTo ask the Secretary of State for Social Security (1) if he will give a breakdown of the percentage of total incoming telephone calls to the Child Support Agency client helpline which received(a) a personal answer and (b) a recorded answer for each month since September 1994; [31920]
(2) what was the average (i) time to answer and (ii) call handling time on the Child Support Agency national client helpline in each month since September 1994; [31917]
594W
The total number of calls to the client helpline offered by BT analysed by the percentage of those personally answered, the percentage of calls which received a BT national screening centre message (NSC), the number and percentage of calls that were answered within 20 seconds and the average duration of the calls answered Date Total calls offered byBT Percentage of calls receiving personal answer' Percentage calls answered by NSC Calls receiving personal answer within 20 seconds Percentage of calls receiving personal answer within 20 seconds Average duration of calls answered (min/sec) September 1994 432,203 27.19 65.35 52,890 45.00 4.37 October 1994 397,372 36.52 64.34 72,834 50.19 4.13 November 1994 479,023 30.29 68.21 70,260 48.42 3.24 December 1994 327,678 34.47 67.53 59,799 52.94 3.49 January 1995 438,484 34.54 50.15 65,293 43.11 5.02 February 1995 339,999 42.25 25.22 83,916 58.41 5.04 March 1995 354,955 44.8 2.12 85,980 54.07 5.03 (3) how many call handling positions are (a) staffed and (b) available on the Child Support Agency national client helpline; [31919]
(4) what percentage of calls were answered within the target time to answer on the Child Support Agency client helpline in each month since September 1994; and what was the target time to answer. [31918]
§ Mr. Andrew Mitchell[holding answer 12 June 1996]: The administration of the Child Support Agency is a matter for the chief executive, Miss Ann Chant. She will write to the hon. Member.
Letter from Steve Heminsley to Ms Liz Lynne, dated 19 June 1996:—
595WIn the absence of Miss Chant, the Chief Executive, I am replying to your Parliamentary Question to the Secretary of State for Social Security about the Child Support Agency Client Help Line.Two of the questions refer to the "National Client Helpline". This section does not exist as such and appears to be a confusion of two titles: the Client Help Lines (CHL) which are based in the Child Support Agency Centres, and the National Enquiry Line (NEL). I have assumed that the intended reference is to the CHL.The information requested is shown on the attached table, apart from the average time to answer a call. This information is not available.When a client calls the CHL during opening hours they will receive a personal answer either immediately or after being held in a queue of calls. Like any other organisation where a great deal of contact with clients is by telephone, clients who do not receive an immediate answer may choose to hang up and ring at a later time, the later contact being successful.Where, therefore, the attached figures refer to calls offered by BT, this does not represent the total number of people trying to get through. Research has shown that at peak times as many as 90% of the calls being presented can be from clients who are calling again after not getting through earlier. It follows that the figure showing the percentage of calls receiving a personal answer does not equate to the number of people who receive a personal answer. It is not possible to identify the individual number of callers trying to get through.When the CHL is closed, clients will receive a recorded message provided by the BT National Screening Centre (NSC). Prior to February 1995 the BT NSC facility was used to provide a message for any calls that were unable to reach the CHL queue. This was withdrawn to avoid unnecessary charges incurred by the customer and the Agency. The percentage of calls shown to have received a recorded message since that date is as a consequence substantially lower.The CHL aims to answer 80% of calls within 20 seconds. The total staffing complement for the CHL is 288.5 posts. The current staff in post figure is 264.5; 15 of whom are still receiving training. Additional staff are being recruited to fill vacancies on the CHL. Not all the Helpline positions are manned at any one time due to flexible working arrangements and leave.
The total number of calls to the client helpline offered by BT analysed by the percentage of those personally answered, the percentage of calls which received a BT national screening centre message (NSC), the number and percentage of calls that were answered within 20 seconds and the average duration of the calls answered Date Total calls offered by BT Percentage of calls receiving personal answer1 Percentage calls answered by NSC Calls receiving personal answer within 20 seconds Percentage of calls receiving personal answer within 20 seconds Average duration of calls answered (min/sec) April 1995 924,117 14.78 1.48 54,553 39.93 5.00 May 1995 359,153 39.94 1.65 82,658 57.63 5.04 June 1995 257,961 55.62 2.37 93,204 64.96 5.10 July 1995 260,179 58.76 3.37 94,613 61.89 5.08 August 1995 348,954 42.06 2.26 73,477 50.06 5.09 September 1995 558,743 27.13 1.84 71,481 47.16 5.11 October 1995 374,765 43.24 3.03 78,902 48.70 5.10 November 1995 612,847 22.11 2.72 47,732 35.22 4.58 December 1995 487,236 24.00 3.00 47,392 40.54 4.52 January 1996 776,796 19.63 1.84 50,412 33.06 4.53 February 1996 518,573 28.56 3.40 55,371 37.38 4.52 March 1996 423,383 38.45 3.46 62,123 38.16 4.44 April 1996 701,051 20.51 2.68 45,382 31.57 4.49 1 The percentage of calls receiving a personal answer does not equate to the number of people who receive a personal answer. 2 From February 1995 NSC answered out of hours calls only.
§ Ms LynneTo ask the Secretary of State for Social Security (1) what consideration has been given to the replacement of the Child Support Agency computer system; [33346]
(2) what meetings have taken place involving the chief executive of the Child Support Agency in the last three months where major changes to or replacement of the Child Support Agency computer system have been discussed. [33347]
§ Mr. MitchellThe administration of the Child Support Agency is a matter for the chief executive, Miss Ann Chant. She will write to the hon. Member.
Letter from Steve Heminsley to Ms Liz Lynne, dated 19 June 1996:
In the absence of Miss Chant, the Chief Executive, I am replying to your Parliamentary Question to the Secretary of State for Social Security about the Child Support Agency Computer System (CSCS).The Agency has recently conducted an Information Systems Strategy review, which included an analysis of any new systems that may be required and examined the likely timetable for the routine replacement or enhancement of existing systems, including CSCS. The findings are still being assessed and refined and the Agency is not yet in a position to announce a decision.The Chief Executive of the Child Support Agency is involved in numerous meetings to discuss strategic issues for the Agency including CSCS.