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Jobcentre Plus: Telephone Services

Volume 493: debated on Friday 12 June 2009

To ask the Secretary of State for Work and Pensions (1) how many calls received by the Jobcentre Plus contact centre were (a) answered and (b) not answered (i) in each month of the last two years and (ii) in each year since 1997; and what the average waiting time for a call to be answered was in each such period; (271684)

(2) how many calls received by the Jobcentre Plus virtual telephony platform were (a) answered and (b) not answered in each (i) month and (ii) year since the platform became operational; and what the average waiting time for a call to be answered was in each such period.

The administration of Jobcentre Plus is a matter for the Acting Chief Executive of Jobcentre Plus, Mel Groves. I have asked the Acting Chief Executive to provide the right hon. Member with the information requested.

Letter from Mel Groves:

The Secretary of State has asked me to reply to your questions asking how many calls received by the Jobcentre Plus contact centre were (a) answered and (b) not answered (i) in each month of the last two years and (ii) in each year since 1997; and what the average waiting time for a call to be answered was in each such period, and how many calls received by the Jobcentre Plus virtual telephony platform were (a) answered and (b) not answered; and what the average waiting time for a call to be answered was in each such period in each (i) month and (ii) year since the platform became operational. This is something that falls within the responsibilities delegated to me as Acting Chief Executive of Jobcentre Plus.

The tables below provide information on the total number of calls offered to Jobcentre Plus contact centres and the numbers answered and unanswered with average speed of answer where available.

Monthly totals in each of the last two years

Calls offered

Calls answered

Calls not answered

Average speed of answer

April 2007

1,270,097

1,193,589

76,508

May 2007

1,494,634

1,433,620

61,014

June 2007

1,385,229

1,303,400

81,829

July 2007

1,503,454

1,367,340

136,114

August 2007

1,810,741

1,662,161

148,580

September 2007

1,468,596

1,370,874

97,722

October 2007

1,370,292

1,306,836

63,456

December 2007

855,633

802,032

53,601

January 2008

1,998,319

1,872,925

125,394

February 2008

1,450,419

1,383,025

67,394

March 2008

1,357,724

1,125,320

232,404

April2008

1,373,527

1,258,862

114,665

May 2008

1,599,042

1,482,936

116,106

June 2008

1,558,995

1,195,905

363,090

July 2008

1,881,447

1,622,186

259,261

00:01:30

August 2008

1,392,754

1,304,201

88,553

00:01:17

September 2008

1,514,106

1,360,135

153,971

00:01:45

October 2008

1,933,292

1,729,172

204,120

00:01:40

November 2008

1,732,641

1,404,725

327,916

00:02:52

December 2008

940,345

845,350

94,995

00:01:58

January 2009

2,301,754

2,068,444.

233,310

00:01:46

February 2009

1,768,980

1,603,397

165,583

00:01:32

March 2009

1,641,803

1,550,319

91,484

00:01:17

Note:

Data on average speed of answer are only available since July 2008, following the introduction of virtual telephony platform which enabled this information to be recorded.

Annual totals from 2004

Calls offered

Calls answered

Calls not answered

2004-05

14,910,760

12,108,721

2,802,039

2005-06

18,257,052

15,956,298

2,300,754

2006-07

18,848,944

17,954,117

894,827

2007-08

17,587,392

16,341,493

1,245,899

2008-09

19,638,686

17,425,632

2,213,054

Note:

Data are only available since the creation of Jobcentre Plus Contact Centre Directorate in 2004.

Monthly totals since virtual telephony platform complete July 2008

Calls offered

Calls answered

Calls not answered

Average speed of answer

July 2008

1,881,447

1,622,186

259,261

00:01:30

August 2008

1,392,754

1,304,201

88,553

00:01:17

September 2008

1,514,106

1,360,135

153,971

00:01:45

October 2008

1,933,292

1,729,172

204,120

00:01:40

November 2008

1,732,641

1,404,725

327,916

00:02:52

December 2008

940,345

845,350

94,995

00:01:58

January 2009

2,301,754

2,068,444

233,310

00:01:46

February 2009

1,768,980

1,603,397

165,583

00:01:32

March 2009

1,641,803

1,550,319

91,484

00:01:17