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Telephone Helplines

Volume 412: debated on Friday 11 April 2003

The text on this page has been created from Hansard archive content, it may contain typographical errors.

To ask the Secretary of State for Work and Pensions pursuant to his answer of 11 March 2003, Official Report, column 190W, on telephone helplines, how many calls were made to those helplines charged at national rate for each such number in the last year for which records are available; and what the average duration was of those calls. [105881]

The information is in the table.

DWP helplines charging national rate
DWP Telephone Call CentresNumber of calls received from March 2002 to February 2003Average duration of calls answered from March 2002 to February 2003
Chief Executive11,443Data unavailable
Helpline JCP
Chief Executive Helpline IPS1,697Data unavailable
Child Benefit Enquiry Line6,350,8584 minutes 18 seconds
DWP Public Enquiry Office296,1521 minute 55 seconds
International Tele Claims Service (International Pensions centre)14,3812 minutes 22 seconds
Telephone Liaison section (International Pension Centre)2Data unavailable
Welfare Reform order line contracted via COI to EC Logistics6,8001 minute 16 seconds
1 Data only available for period October 2002 to March 2003.
2 From March 2003 no longer a helpline