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Departmental Telephone Services

Volume 488: debated on Monday 23 February 2009

To ask the Secretary of State for Work and Pensions what estimate he has made of the percentage of telephone calls to his Department's helplines which were answered at the latest period for which information is available. (256368)

The latest available figures for the percentage of calls answered by DWP's businesses relate to the quarter October to December 2008 and are as follows:

Percentage

Jobcentre Plus

93.0

Pension Disability and Carers Service

93.4

Debt Management

93.0

The figures represent the percentage of calls answered as a proportion of total calls offered to DWP network or centre. Total calls answered will include those answered by agents/advisers and voice recognition/auto attendant if applicable.