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Benefit Helplines

Volume 447: debated on Monday 12 June 2006

To ask the Secretary of State for Work and Pensions how many staff on average answered calls on each of the benefit helplines run by his Department in each month, in each of the last seven years. (64501)

For most DWP helplines, data are not collected in the format requested. The helplines that can provide data are in the following tables.

Data figures are WTE (whole time equivalent) staff answering calls

1999-2000

Apr

May

Jun

Jul

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Child Support Agency

CSA National Helpline1

Disability Carers Service

Benefit Inquiry Line

86

81

76

71

82

87

84

88

88

97

95

99

Disability Living Allowance/Attendance2

Jobcentre Plus

Jobcentre Plus Direct—Jobseeker Direct3

Jobcentre Plus Direct—First Contact3

2000-01

Apr

May

Jun

Jul

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Child Support Agency

CSA National Helpline

Disability Carers Service

Benefit Inquiry Line

88

88

87

76

77

74

74

75

75

76

77

75

Disability Living Allowance/Attendance

Jobcentre Plus

Jobcentre Plus Direct—Jobseeker Direct

Jobcentre Plus Direct—First Contact

2001-02

Apr

May

Jun

Jul

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Child Support Agency

CSA National Helpline

Disability Carers Service

Benefit Inquiry Line

77

75

72

81

76

73

77

76

72

71

69

67

Disability Living Allowance/Attendance

292

289

286

289

280

290

Jobcentre Plus

Jobcentre Plus Direct—Jobseeker Direct

Jobcentre Plus Direct—First Contact

2002-03

Apr

May

Jun

Jul

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Child Support Agency

CSA National Helpline

Disability Carers Service

Benefit Inquiry Line

60

69

72

65

64

61

67

62

67

69

66

67

Disability Living Allowance/Attendance

305

314

322

324

313

330

336

324

312

300

296

291

Jobcentre Plus

Jobcentre Plus Direct—Jobseeker Direct

Jobcentre Plus Direct—First Contact

2003-04

Apr

May

Jun

Jul

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Child Support Agency

CSA National Helpline

374

348

Disability Carers Service

Benefit Inquiry Line

66

63

67

67

66

67

68

58

62

58

58

58

Disability Living Allowance/Attendance

298

298

283

280

283

278

270

285

282

292

288

290

Jobcentre Plus

Jobcentre Plus Direct—Jobseeker Direct

Jobcentre Plus Direct—First Contact

2004-05

Apr

May

Jun

Jul

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Child Support Agency

CSA National Helpline

358

356

344

367

358

357

350

342

356

341

341

352

Disability Carers Service

Benefit Inquiry Line

59

57

57

57

59

54

58

54

52

55

54

51

Disability Living Allowance/Attendance

291

292

293

300

302

298

309

336

334

335

332

344

Jobcentre Plus

Jobcentre Plus Direct—Jobseeker Direct

572

608

604

579

634

678

730

709

674

696

682

641

Jobcentre Plus Direct—First Contact

1,293

1,316

1,402

1,438

1,465

1,364

1,482

1,495

1,513

1,519

1,602

1,747

2005-06

Apr

May

Jun

Jul

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Child Support Agency

CSA National Helpline

362

360

351

350

339

332

334

369

364

389

450

454

Disability Carers Service

Benefit Inquiry Line

55

53

52

50

51

58

57

60

60

60

64

70

Disability Living Allowance/Attendance

351

351

355

354

343

329

347

340

334

327

321

316

Jobcentre Plus

Jobcentre Plus Direct—Jobseeker Direct

887

830

812

850

875

879

810

690

669

625

582

527

Jobcentre Plus Direct—First Contact

1,683

1,808

1,850

2,001

2,080

2,311

2,600

2,847

3,100

3,426

3,475

3,607

1 Data not available until February 2004 because the Child Support Agency had no resourced helplines set up to deal with customer inquiries. Client calls were dealt with by caseworkers during this period. 2 Data not available for DLA/AA Helpline until October 2001 as although collected, data has not been retained. 3 The Directorate Performance team was set up in April 2004, and the team has no access to data prior to this.