To ask the Secretary of State for Work and Pensions, what the average length of time was for calls to (a) the universal credit helpline and (b) his Department's 0345 phone lines in each of the last 12 months.
18 July 2017
The average length of calls to the Universal Credit Live Service and Digital (Full Service) telephone lines, along with the Departments 0345 lines in each of the last 12 months are shown in the tables below.
Universal Credit Live Service
Universal Credit Digital (Full Service)
All other 0345 Lines (excluding Universal Credit)
Notes: Please note that the data supplied is derived from unpublished management information which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics publication standard. The data should therefore be treated with caution. Intra-month performance variation should be viewed in the context of a wide range of operational impacts occurring throughout the year, e.g. caller demand, system stability, changes to process, Adviser capacity etc.
Source: BT - Operational Management Information System (OPMIS)