Calls handled by adviserCalls abandonedReceived engaged tone1Other outcomes2DWP businessNumberPercentageNumberPercentageNumberPercentageNumberPercentage CSA32002-033,121.36385.5528,40414.500508,78412.32003-043,416,74672.81,273,78827.200866,94913.82004-054,239,69484.2794,26415.800274,9594.82005-064,395,74791.2423,4648.800126,8492.42006-October 200642,565,83696.884,0643.20069,1822.3DCS Helpline52002-033,829,15482.0840,98618.012,203,59572.3——2003-043,917,61380.6940,79919.419,978,01680.4——2004-054,425,92081.9979,04518.118,526,578 77.4——2005-064,725,28392.4387,1727.636,8490.7——2006-October 20062,766,63491.9244,4708.120,0720.7——Benefit Enquiry Line52002-031,148,69580.2282,90019.8149,4029.4——2003-041,247,72578.5341,42021.5907,19436.3——2004-051,077,29074.2375,06925.81,070,53342.4——2005-06947,66376.9285,44623.1564,97031.4——2006-October 2006665,90791.859,3568.213,7191.9——Debt Management2002-036————————2003-04649,673———————2004-056251,625—————15—2005-066490,776———148,35017.74,0360.52006-October 20066552,446———8,2801.05,2390.6Employer Direct2002-031,743,24095.482,4334.600002003-041,796,07794.6101,3595.400002004-051,727,68595.484,1024.600002005-061,549,84795.655,6694.400002006-October 20067————————Jobcentre Plus Direct2002-0386,413,84689.9723,48610.100002003-0487,243,99488.5311,89711.500002004-0510,188,51079.32,601,61920.300002005-0614,105,57186.62,131,99813.100002006-October 2006710,658,29594.7579,3015.10000The Pension Service92002-03————————2003-041011,984,20391.1977,526—570,6207.3——2004-0517,634,26590.81,474,2937.4265,5762.0139,7781.02005-0613,000,18394.0800,5685.158,4390.681,7940.62006-October 20066,392,50596.8319,6154.78,8290.231,7140.5 1 Engaged tone—or referred to as blocked calls. These calls will result in the customer receiving an engaged tone or automated message as a result of proactively blocking the calls from arriving to the centre.2 Other outcomes—applies to calls which are not presented to the contact centre due to technical reasons only such as system failures, system overload, power cuts, etc. In these circumstances the customer would receive an engaged tone, automated message, ring tone no reply or disconnect.3 CSA other outcomes figures exclude calls answered by automated message.4 CSA figures are for both CSCS and CS2 systems.5 DCS helpline and benefit enquiry line have considerably reduced the number of engaged tones customers receive from 2005-06 as a result of old telephony systems being replaced with new, providing increased capacity and functionality. Calls receiving the engage figures include other outcomes. 6 Data not available for Debt Management for 2002-03 as robust measurement systems not in place. Only limited data available prior to 2005-06 as phased implementation of advanced telephony systems commenced in 2005.7 Jobcentre Plus Direct figures include for Employer Direct, NINO allocations and National Benefit Fraud Hotline due to organisational changes.8 Jobseeker direct telephony figures only. First contact process implemented into contact centres from 2004-05.9 The Pension Service was launched in April 2002.The majority of the contact centres/help-lines became fully operational and appropriate data collection processes were put in place by August 2003; robust data are not available prior to August 2003. Prior to reporting year 2006-07 TPS calculated the proportion of calls answered differently from other agencies (and could not be amended as related to PSA). From reporting year 2006-07 TPS calculation has been aligned with the standard definition used across the Department. Total abandoned call figures provided. 10 Comprehensive data for the Pension Service are not available for 2003-04. Figures represent part year data only from August 2003-March 2004 and therefore unable to provide robust figure for proportion abandoned. Achievements against targets on blocked and answered calls have been taken from figures published in the annual report and accounts for 2003-04.Notes:1. Proportion of calls handled by adviser/abandoned—calculated using calls offered for the adviser to answer. These figures do not include calls receiving an engaged tone and other outcomes because the adviser is unable to answer such calls.2. Those calls receiving an engaged tone and other outcomes occur and are measured before they reach the contact centre and before being offered for the adviser to answer. This is a standard telephony definition.