n/a = not available ¹ Calls received is defined as calls offered to helpline sites during business hours. It includes calls that are answered and where the customer abandons the call. ² CSA does not hold sufficiently robust information for calls in 2000-02. Figures for 2005-06 are up to the end of December 2005 only. ³ The Pension Service was launched in April 2002, when the majority of the contact centres/help-lines became fully operational. Appropriate data collection processes were put in place by August 2003; robust data are not available prior to August 2003. The Pension Credit Application Line came into operation in April 2003, data from that date are given in the response. ⁴ Not in operation. ⁵ There are 37 Jobcentre Plus Contact Centres of which: 27 provide First Contact and Jobseeker Direct services (22 CMS sites), nine are Employer Direct and one is the National Benefit Fraud Hotline. ⁶ Employer Direct was in its development and set up phase during 2001-02 ⁷ Jobseeker Direct—We do not hold any data for 2000-01 and 2001-02 as during that period the Jobseeker Direct function was being carried out in Districts. 23 sites deliver the Jobseeker Direct function (of these five are Employer Direct sites and two are Residual Jobseeker Direct sites). ⁸ First Contact—The First Contact function did not commence until June 2004 therefore there is no data for previous periods. 25 sites deliver the First Contact function. ⁹ Prior to 2004-05, National Benefit Fraud Hotline only measured calls answered. ¹⁰ Debt recovery service is not specifically a helpline. Data for 2003-04 is from October 2003 onwards.