I have asked the Jobcentre Plus Contact Centre Directorate Acting Operations Director, Stuart Griffiths, to provide the right hon. Member with the information requested.
Letter from Stuart Griffiths, dated 19 June 2009:
The Secretary of State has asked me to reply to your question asking what criteria the Department of Work and Pensions uses to monitor the performance of its callbacks to telephone benefit claimants; and what percentage of customers who request a callback are contacted. [PQ 278377]
I will respond on behalf of Jobcentre Plus (including Benefit and Fraud Directorate) and Pension, Disability and Carers Service.
Jobcentre Plus Contact Centre Directorate
The criteria Jobcentre Plus Contact Centre Directorate use to monitor the performance of pre-booked callbacks is that 90% of callbacks are completed within 36 hours. This includes customers who answer their callback, and also customers who we are unable to contact after two telephone calls. Therefore, we call back 100% of customers who request it. If we are unable to contact a customer due to their unavailability, a letter is sent informing them that Jobcentre Plus has tried to telephone them, and to call us again if they still wish to make a claim.
For 2008/09, 92.6% of callbacks were completed within 36 hours.
For April 2009, 97.6% of callbacks were completed within 36 hours.
Benefit and Fraud Directorate
Benefit and Fraud Directorate telephony teams aim to clear 80% of first time calls from customers, with approximately 20% referred for a potential callback. If a callback is required by the customer, this is emailed to benefit processing teams with an expectation that callbacks will be made within three hours of the initial customer contact. All customers requesting a callback will receive one.
Pension, Disability and Carers Service
The information requested is not available in the Pension, Disability and Carers Service.
I hope this reply is helpful.