Written Question·Department for Work and Pensions·UIN 3601
Department for Work and Pensions: Telephone Services
Tabled: 30 August 2024
Answered: 9 September 2024
Question
Graham Leadbitter
Scottish National Party — Moray West, Nairn and Strathspey
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to (a) tackle wait times experienced by (i) vulnerable people who require urgent assistance and (ii) other callers to her Department's helpline, (b) improve the (A) e
Answer
Andrew WesternDWP reviews forecasted telephony demand and plans resourcing accordingly to keep wait times down. Wait time performance is frequently reviewed and where DWP’s telephony is delivered by an outsourced provider we use the Key Performance Indicator of percent...
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