Written Question·Department for Work and Pensions·UIN 55886
Social Security Benefits: Telephone Services
Tabled: 30 May 2025
Answered: 9 June 2025
Question
Manuela Perteghella
Liberal Democrat — Stratford-on-Avon
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to reduce call waiting times for claimants.
Answer
Sir Stephen TimmsDWP 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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