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Departmental Telephone Services

Volume 505: debated on Wednesday 10 February 2010

To ask the Secretary of State for Work and Pensions what the average duration was of calls made to her Department's 0845 telephone number in the latest period for which figures are available; and if she will make a statement. (312890)

The Department, through its agencies, operate a number of 0845 telephone numbers.

Jobcentre Plus delivers its services through a number of service lines, and contact centres, using 0845 telephone numbers.

The average call durations for each service line, for the week ending 15 January, were as follows:

Service line

Telephone number

Average call duration

Jobseeker Direct English

0845 606 0234

00:03:32

DWP Recruitment Line Welsh

0845 601 6796

00:01:14

Employer Direct English

0845 601 2001

00:06:16

OVT English

0845 601 2001

00:02:07

NiNo Allocations English

0845 600 0643

00:04:48

EBOST English

0845 601 2001

00:04:48

Tele Account Management

0845 850 0242

00:03:16

Local Employer Partnerships

0845 600 8192

00:03:11

Self Service Helpline English

0845 604 3349

00:04:09

JSA Telephony

Range of 0845 numbers in a virtual queue

00:04:20

Jobcentre Plus has a number of benefit delivery centres which use 0845 numbers, The average call durations, for week ending 15 January, were as follows:

Contact centres

Average call duration

Employment support allowance

00:04:09

Incapacity benefit

00:03:09

Income support

00:03:00

Jobseekers allowance

00:03:20

Maternity allowance

00:03:20

Social fund

00:02:19

The Pensions, Disability and Carers Service (PDCS) also operate a number of 0845 numbers. The average call durations of which, for December 2009, were as follows:

Service line

Telephone number

Average call duration

Pensions general inquiries

0845 606 0265

00:05:53

Future pension centre

0845 300 0168

00:05:53

Pensions direct

0845 301 3011

00:05:58

Carers allowance

0845 608 4321

00:03:09

Disability living allowance/attendance allowance helpline

0845 712 3456

00:03:10

Debt Management operate one 0845 telephone number. The average call duration of which, for December 2009, was as follows:

Service line

Number

Average call duration

Debt Management

0845 850 0293

00:04:40