§ Mr. EvansTo ask the Secretary of State for Work and Pensions if he will make a statement on the operation of the disability living allowance call centre. [87913]
§ Maria EagleThe disability living allowance and attendance allowance helpline provides advice and information on claims to these benefits and takes details of changes of circumstances, as well as explaining decisions, to customers or their authorised representatives. It answers approximately 80,000 calls per week.
The helpline aims to meet the National DWP Call Centre target of answering 90 per cent, of calls within 30 seconds. It is currently only answering 25 per cent, in 30 seconds. An extensive programme of call analysis, recruitment and training is being undertaken in order to improve performance.