PARLIAMENTARY WRITTEN QUESTION
Department for Work and Pensions: Telephone Services (13 September 2021)
Question Asked
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to reduce phone call waiting times for service users trying to contact her Department's services.
Asked by:
Lee Anderson (Reform UK)
Asked by:
Lee Anderson (Reform UK)
Answer
The Department prioritises resource to our telephony services according to forecast demand. In periods of unexpected high demand (such as experienced through the pandemic) waiting times may vary while the Department rebalances across services, or secures external resource. The Department also continues to progress automation of services for those citizens able to self-serve to reduce demand and therefore wait times.
Answered by:
Guy Opperman (Conservative)
20 September 2021
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