Departmental Helplines (Hansard, 10 March 2003)

§ Mr. Willetts
To ask the Secretary of State for Work and Pensions what targets are in place for each of the Department's telephone helplines; and what the most recent performance figures against these targets are. [91973]

§ Mr. Webb
To ask the Secretary of State for Work and Pensions if he will list the targets for each of the Pension Service call centres; and what the performance against those targets has been. [98108]

§ Mr. McCartney
The information in the table shows the targets currently in place for each of the Department's telephone helplines and recent performance against them.
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Centre Target April to December 2002 Notes

One—Cwmbran 1: 65 per cent. of calls answered within 25 seconds with no more than 10 per cent. abandoned 69.3 per cent.

2: 80 per cent of callbacks made within 48 hours. 70.0 per cent

Jobcentre Plus Pathfinders Answer 80 per cent. of calls within 30 seconds (see note) 90.5 per cent. This measure excludes calls that abandon within the 30 seconds time to answer target time.

National Benefit Fraud Hotline 1: 99 per cent. calls answered 97.76

2: 6 minute call duration 6.54

3: 70 per cent referrals to fraud 78.45

The Pension Service

The Pension Service Chief Executive helpline All calls answered within 30 seconds 100 per cent. This is a single line service operated by one member of staff. The number of calls received and answered are recorded but the telephone system does not enable the monitoring of any callers receiving an engaged tone.

Pension Centres Not currently in place—see note: From April 2003 these will be 1: To ensure that less than I per cent. of attempted calls receive an engaged tone or message and N/A In 2002–03 the priority has been to maintain quality of service during transition of the service into 26 regional pension centres.

2: To ensure that 92 per cent. of calls to Pension Centres are answered 90 per cent. of calls answered 92.7 per cent

International teleclaims Pension Direct 1: Answer 92 per cent. of calls offered to ACD 91.6 per cent.

2: Average time to answer of 30 seconds 50 seconds

Retirement Pension teleclaims 1: 90 per cent. of calls answered in 30 seconds 88.16 per cent.

2: No more than 1 per cent of calls are blocked¹ 0.64 per cent.

Retirement Pension Forecasting Team 90 per cent. of calls answered in 30 seconds 81.25 per cent.

Minimum Income Guarantee 1: 90 per cent. of calls answered in 30 seconds 99.97 per cent.

2: 1 per cent. of calls are blocked¹ 0.34 per cent.

Children Group

Child Benefit Centre 90 per cent. of callers answered (this current internal target excludes the number of times customers have to re-dial.) 94.5 per cent. 90 per cent. of calls answered within 20 seconds from transfer to Inland Revenue April 2003.

Child Support Agency National Enquiry and Customer Help lines 1: 85 per cent. of calls to be answered first time 91.8 per cen

2: No more than 20 per cent. of calls to be abandoned 12.1 per cent.

Disability and Carers Service

Benefit Enquiry Line 1: 90 per cent. of calls answered within 30 seconds 54.75 per cent.

2: Ineffective calls no more than 15 per cent. 30.9 per cent. (BT announcement or engaged tone)

3: Occupancy 80 per cent. 91.9 per cent. This is a measure of time advisors wait to take call

4: Utilisation 64–70 per cent. 68.9 Per cent. This measures the overall proportion of worked time that advisors handle calls.

5: Productivity 80 per cent. 84.6 per cent. This measures the impact of time required for breaks

Centre DLA/AA Helpline Target: 90 per cent. of calls answered within 30 seconds 17 per cent. answered in 30 seconds

Outsourced centres The Pension Service

Winter Fuel Help Line 95 per cent. calls answered first time within 10 seconds 96.3 per cent.

Pensions Information Line (PIL) 90 per cent. calls answered first time within 10 seconds 96 per cent.

Pensions Charter Information Same figure as Pensions Information Line (PIL) See PIL above

Inherited SERPS 1: 80 per cent. calls answered within 20 seconds 98.5 per cent.

2: 95 per cent. calls answered in 40 seconds 99.42 per cent.

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Centre Target April to December 2002 Notes

Pensioners Guide 90 per cent. calls answered first time within 10 seconds 87.8 per cent.

Winter Fuel Bulk Line 90 per cent. calls answered first time within 10 seconds 90 per cent.

Minimum Income Guarantee (leaflet order line) 85 per cent. calls answered first time within 10 seconds 71 per cent.

Corporate and others

Welfare Reform Order-line 90 per cent. calls answered first time within 10 seconds 97 per cent.

Sure Start Response Line Same as Welfare Reform Line

Direct Payment -Customer conversion centre 95 per cent. calls answered in 15 seconds 97.53 per cent.

Direct Payment -Information Line 95 per cent. calls answered in 15 seconds 98.7 per cent.

Interactive Electronic Services 1:95 per cent. of calls answered within 15 seconds 100 per cent. Service commenced 28 October 2002. All calls have been answered within 15 seconds

2: 100 percent. availability of call centre 100 per cent. This measures whether the call centre was open and that there were staff available to answer calls during contracted hours

Working Age

National Benefit Fraud Hotline 90 per cent. calls answered first time within 10 seconds 90.6 per cent.

New Deal 85 per cent. calls answered first time within 10 seconds 90 per cent.

New Deal for Lone Parents 85 per cent. calls answered first time within 10 seconds 89 per cent.

New Deal for Disabled People 90 per cent. calls aswered first time within 10 seconds 100 per cent.

Publicity Register 90 per cent. calls answered first time within 10 seconds 90 per cent.

Child Support Reform Information Service (CSA Contact Centre) 85 per cent. calls answered first time within 10 seconds 37.9 per cent. This service is primarily to respond to bulk mailings to clients using dedicated agents. In this period the centre has only been required to handle low numbers of calls offered on an intermittent basis dealing mostly with third party. Theses are not handled by dedicated agents.

¹ Blocked calls are those where the caller is unable to get through to the service because of a limit placed on the number of calls that can be accepted. The caller receives a network message or engaged tone.

Centre	Target	April to December 2002	Notes
One—Cwmbran	1: 65 per cent. of calls answered within 25 seconds with no more than 10 per cent. abandoned	69.3 per cent.
	2: 80 per cent of callbacks made within 48 hours.	70.0 per cent
Jobcentre Plus Pathfinders	Answer 80 per cent. of calls within 30 seconds (see note)	90.5 per cent.	This measure excludes calls that abandon within the 30 seconds time to answer target time.
National Benefit Fraud Hotline	1: 99 per cent. calls answered	97.76
	2: 6 minute call duration	6.54
	3: 70 per cent referrals to fraud	78.45
The Pension Service
The Pension Service Chief Executive helpline	All calls answered within 30 seconds	100 per cent.	This is a single line service operated by one member of staff. The number of calls received and answered are recorded but the telephone system does not enable the monitoring of any callers receiving an engaged tone.
Pension Centres	Not currently in place—see note: From April 2003 these will be 1: To ensure that less than I per cent. of attempted calls receive an engaged tone or message and	N/A	In 2002–03 the priority has been to maintain quality of service during transition of the service into 26 regional pension centres.
	2: To ensure that 92 per cent. of calls to Pension Centres are answered 90 per cent. of calls answered	92.7 per cent
International teleclaims Pension Direct	1: Answer 92 per cent. of calls offered to ACD	91.6 per cent.
	2: Average time to answer of 30 seconds	50 seconds
Retirement Pension teleclaims	1: 90 per cent. of calls answered in 30 seconds	88.16 per cent.
	2: No more than 1 per cent of calls are blocked¹	0.64 per cent.
Retirement Pension Forecasting Team	90 per cent. of calls answered in 30 seconds	81.25 per cent.
Minimum Income Guarantee	1: 90 per cent. of calls answered in 30 seconds	99.97 per cent.
	2: 1 per cent. of calls are blocked¹	0.34 per cent.
Children Group
Child Benefit Centre	90 per cent. of callers answered (this current internal target excludes the number of times customers have to re-dial.)	94.5 per cent.	90 per cent. of calls answered within 20 seconds from transfer to Inland Revenue April 2003.
Child Support Agency National Enquiry and Customer Help lines	1: 85 per cent. of calls to be answered first time	91.8 per cen
	2: No more than 20 per cent. of calls to be abandoned	12.1 per cent.
Disability and Carers Service
Benefit Enquiry Line	1: 90 per cent. of calls answered within 30 seconds	54.75 per cent.
	2: Ineffective calls no more than 15 per cent.	30.9 per cent.	(BT announcement or engaged tone)
	3: Occupancy 80 per cent.	91.9 per cent.	This is a measure of time advisors wait to take call
	4: Utilisation 64–70 per cent.	68.9 Per cent.	This measures the overall proportion of worked time that advisors handle calls.
	5: Productivity 80 per cent.	84.6 per cent.	This measures the impact of time required for breaks
Centre DLA/AA Helpline	Target: 90 per cent. of calls answered within 30 seconds	17 per cent. answered in 30 seconds
Outsourced centres The Pension Service
Winter Fuel Help Line	95 per cent. calls answered first time within 10 seconds	96.3 per cent.
Pensions Information Line (PIL)	90 per cent. calls answered first time within 10 seconds	96 per cent.
Pensions Charter Information	Same figure as Pensions Information Line (PIL)	See PIL above
Inherited SERPS	1: 80 per cent. calls answered within 20 seconds	98.5 per cent.
	2: 95 per cent. calls answered in 40 seconds	99.42 per cent.