The Core Home Office does not run any call centres. Please see the information requested in the following table in respect of the Home Office Executive Agencies:
United Kingdom Border Agency Criminal Records Bureau Identity and Passport Service Average time to answer a call 5 minutes 45 seconds 9 seconds Calls are answered on second ring by automated response Average waiting time for members of the public during a call 6 minutes 54 seconds 7 seconds 10 seconds to speak to agency after selecting from automated response Percentage of calls dropped or not answered 26.7 per cent. 0.80 per cent. 1.5 per cent. Average length of calls 4 minutes 02 seconds 2 minutes 45 seconds 4 minutes 30 seconds
The figures provided in the above table for UKBA and CRB are based on monthly figures available for December 2009. Figures for IPS provided are based on averages from monthly returns for Authentication. By Interview (ABI) and Adviceline calls.
UKBA have made improvements to their procedures for answering calls over the past six months. There is an action plan in place to deliver further improvements.