House of Commons Hansard Written Answers for 10 Mar 2003 (pt 23)

10 Mar 2003 : Column 86W—continued

Departmental Helplines

Mr. Willetts: To ask the Secretary of State for Work and Pensions what targets are in place for each of the Department's telephone helplines; and what the most recent performance figures against these targets are. [91973]

Mr. Webb: To ask the Secretary of State for Work and Pensions if he will list the targets for each of the Pension Service call centres; and what the performance against those targets has been. [98108]

Mr. McCartney: The information in the table shows the targets currently in place for each of the Department's telephone helplines and recent performance against them.

Centre Target April to December 2002 Notes

DWP Corporate

Public Enquiry Office To answer 65 per cent. of all calls offered to the PEO. 41 per cent. Average performance calculated April-December 2002. No data for November 2002

Jobcentre Plus

Jobcentre Plus Chief Executive helpline 100 per cent. of calls received in 20 seconds 100 per cent. This is a single line service operated by one member of staff. The number of calls received and answered are recorded but the telephone system does not enable the monitoring of any callers receiving an engaged tone.

Employer Direct 1: 80 per cent. of calls answered within 20 seconds 85 per cent.

2: Maximum of 5 per cent. of calls abandoned after 20 seconds 3 per cent.

Jobseeker Direct 1: 95 per cent. calls answered 98.0 per cent. Current Jobseeker direct telephone technology is unable to monitor how quickly calls are answered

2: 1 job submission per call 1.12

3: 8 job entries per service point per week 9.1

One— Milton Keynes 1: 65 per cent. of calls answered within 25 seconds with no more than 10 per cent. abandoned 68 per cent.

2: 80 per cent. of call backs made within 48 hours. 66.66 per cent. Figure supplied is calculated average as unable to supply exact figures in time available.

One—Taunton 1: 65 per cent. of calls answered within 25 seconds with no more than 10 per cent. abandoned 70.1 per cent.

2: 80 per cent. of call backs made within 48 hours. Not available

One— Cwmbran 1: 65 per cent. of calls answered within 25 seconds with no more than 10 per cent. abandoned 69.3 per cent.

2: 80 per cent of callbacks made within 48 hours. 70.0 per cent

Jobcentre Plus Pathfinders Answer 80 per cent. of calls within 30 seconds (see note) 90.5 per cent. This measure excludes calls that abandon within the 30 seconds time to answer target time.

National Benefit Fraud Hotline 1: 99 per cent. calls answered 97.76

2: 6 minute call duration 6.54

3: 70 per cent referrals to fraud 78.45

The Pension Service

The Pension Service Chief Executive helpline All calls answered within 30 seconds 100 per cent. This is a single line service operated by one member of staff. The number of calls received and answered are recorded but the telephone system does not enable the monitoring of any callers receiving an engaged tone.

Pension Centres Not currently in place—see note: From April 2003 these will be1: To ensure that less than 1 per cent. of attempted calls receive an engaged tone or message and2: To ensure that 92 per cent. of calls to Pension Centres are answered N/A In 2002–03 the priority has been to maintain quality of service during transition of the service into 26 regional pension centres.

International teleclaims 90 per cent. of calls answered 92.7 per cent

Pension Direct 1: Answer 92 per cent. of calls offered to ACD 91.6 per cent.

2: Average time to answer of 30 seconds 50 seconds

Retirement Pension teleclaims 1: 90 per cent. of calls answered in 30 seconds 88.16 per cent.

2: No more than 1 per cent of calls are blocked⁽²⁸⁾ 0.64 per cent.

Retirement Pension Forecasting Team 90 per cent. of calls answered in 30 seconds 81 .25 per cent.

Minimum Income Guarantee 1: 90 per cent. of calls answered in 30 seconds 99.97 per cent.

2: 1 per cent. of calls are blocked⁽²⁸⁾ 0.34 per cent.

Children Group

Child Benefit Centre 90 per cent. of callers answered (this current internal target excludes the number of times customers have to re-dial.) 94.5 per cent. 90 per cent. of calls answered within 20 seconds from transfer to Inland Revenue April 2003.

Child Support Agency National Enquiry and Customer Help lines 1: 85 per cent. of calls to be answered first time 91 .8 per cent.

2: No more than 20 per cent. of calls to be abandoned 12.1 per cent.

Disability and Carers Service

Benefit Enquiry Line 1: 90 per cent. of calls answered within 30 seconds 54.75 per cent.

2: Ineffective calls no more than 15 per cent. 30.9 per cent. (BT announcement or engaged tone)

3: Occupancy 80 per cent. 91 .9 per cent. This is a measure of time advisors wait to take call

4: Utilisation 64–70 per cent. 68.9 per cent. This measures the overall proportion of worked time that advisors handle calls.

5: Productivity 80 per cent. 84.6 per cent. This measures the impact of time required for breaks

Centre DLA/AA Helpline Target: 90 per cent. of calls answered within 30 seconds 17 per cent.answered in30 seconds

Outsourced centres

The Pension Service

Winter Fuel Help Line 95 per cent. calls answered first time within 10 seconds 96.3 per cent.

Pensions Information Line (PIL) 90 per cent. calls answered first time within 10 seconds 96 per cent.

Pensions Charter Information Same figure as Pensions Information Line (PIL) See PIL above

Inherited SERPS 1: 80 per cent. calls answered within 20 seconds 98.5 per cent.

2: 95 per cent. calls answered in 40 seconds 99.42 per cent.

Pensioners Guide 90 per cent. calls answered first time within 10 seconds 87.8 per cent.

Winter Fuel Bulk Line 90 per cent. calls answered first time within 10 seconds 90 per cent.

Minimum Income Guarantee (leaflet order line) 85 per cent. calls answered first time within 10 seconds 71 per cent.

Corporate and others

Welfare Reform Order-line 90 per cent. calls answered first time within 10 seconds 97 per cent.

Sure Start Response Line Same as Welfare Reform Line

Direct Payment -Customer conversion centre 95 per cent. calls answered in 15 seconds 97.53 per cent.

Direct Payment -Information Line 95 per cent. calls answered in 15 seconds 98.7 per cent.

Interactive Electronic Services 1: 95 per cent. of calls answered within 15 seconds 100 per cent. Service commenced 28 October 2002. All calls have been answered within 15 seconds

2: 100 per cent. availability of call centre 100 per cent. This measures whether the call centre was open and that there were staff available to answer calls during contracted hours

Working Age

National Benefit Fraud Hotline 90 per cent. calls answered first time within 10 seconds 90.6 per cent.

New Deal 85 per cent. calls answered first time within 10 seconds 90 per cent.

New Deal for Lone Parents 85 per cent. calls answered first time within 10 seconds 89 per cent.

New Deal for Disabled People 90 per cent. calls answered first time within 10 seconds 100 per cent.

Publicity Register 90 per cent. calls answered first time within 10 seconds 95 per cent.

Child Support Reform Information Service (CSA Contact Centre) 85 per cent. calls answered first time within 10 seconds 37. 9 per cent. This service is primarily to respond to bulk mailings to clients using dedicated agents. In this period the centre has only been required to handle low numbers of calls offered on an intermittent basis dealing mostly with third party. These are not handled by dedicated agents.

Centre	Target	April to December 2002	Notes
DWP Corporate
Public Enquiry Office	To answer 65 per cent. of all calls offered to the PEO.	41 per cent.	Average performance calculated April-December 2002. No data for November 2002

Jobcentre Plus
Jobcentre Plus Chief Executive helpline	100 per cent. of calls received in 20 seconds	100 per cent.	This is a single line service operated by one member of staff. The number of calls received and answered are recorded but the telephone system does not enable the monitoring of any callers receiving an engaged tone.

Employer Direct	1: 80 per cent. of calls answered within 20 seconds	85 per cent.
	2: Maximum of 5 per cent. of calls abandoned after 20 seconds	3 per cent.
Jobseeker Direct	1: 95 per cent. calls answered	98.0 per cent.	Current Jobseeker direct telephone technology is unable to monitor how quickly calls are answered
	2: 1 job submission per call	1.12
	3: 8 job entries per service point per week	9.1
One— Milton Keynes	1: 65 per cent. of calls answered within 25 seconds with no more than 10 per cent. abandoned	68 per cent.
	2: 80 per cent. of call backs made within 48 hours.	66.66 per cent.	Figure supplied is calculated average as unable to supply exact figures in time available.
One—Taunton	1: 65 per cent. of calls answered within 25 seconds with no more than 10 per cent. abandoned	70.1 per cent.
	2: 80 per cent. of call backs made within 48 hours.	Not available
One— Cwmbran	1: 65 per cent. of calls answered within 25 seconds with no more than 10 per cent. abandoned	69.3 per cent.
	2: 80 per cent of callbacks made within 48 hours.	70.0 per cent
Jobcentre Plus Pathfinders	Answer 80 per cent. of calls within 30 seconds (see note)	90.5 per cent.	This measure excludes calls that abandon within the 30 seconds time to answer target time.
National Benefit Fraud Hotline	1: 99 per cent. calls answered	97.76
	2: 6 minute call duration	6.54
	3: 70 per cent referrals to fraud	78.45
The Pension Service
The Pension Service Chief Executive helpline	All calls answered within 30 seconds	100 per cent.	This is a single line service operated by one member of staff. The number of calls received and answered are recorded but the telephone system does not enable the monitoring of any callers receiving an engaged tone.
Pension Centres	Not currently in place—see note: From April 2003 these will be1: To ensure that less than 1 per cent. of attempted calls receive an engaged tone or message and2: To ensure that 92 per cent. of calls to Pension Centres are answered	N/A	In 2002–03 the priority has been to maintain quality of service during transition of the service into 26 regional pension centres.
International teleclaims	90 per cent. of calls answered	92.7 per cent
Pension Direct	1: Answer 92 per cent. of calls offered to ACD	91.6 per cent.
	2: Average time to answer of 30 seconds	50 seconds
Retirement Pension teleclaims	1: 90 per cent. of calls answered in 30 seconds	88.16 per cent.
	2: No more than 1 per cent of calls are blocked⁽²⁸⁾	0.64 per cent.
Retirement Pension Forecasting Team	90 per cent. of calls answered in 30 seconds	81 .25 per cent.
Minimum Income Guarantee	1: 90 per cent. of calls answered in 30 seconds	99.97 per cent.
	2: 1 per cent. of calls are blocked⁽²⁸⁾	0.34 per cent.
Children Group
Child Benefit Centre	90 per cent. of callers answered (this current internal target excludes the number of times customers have to re-dial.)	94.5 per cent.	90 per cent. of calls answered within 20 seconds from transfer to Inland Revenue April 2003.
Child Support Agency National Enquiry and Customer Help lines	1: 85 per cent. of calls to be answered first time	91 .8 per cent.
	2: No more than 20 per cent. of calls to be abandoned	12.1 per cent.

Disability and Carers Service
Benefit Enquiry Line	1: 90 per cent. of calls answered within 30 seconds	54.75 per cent.
	2: Ineffective calls no more than 15 per cent.	30.9 per cent.	(BT announcement or engaged tone)
	3: Occupancy 80 per cent.	91 .9 per cent.	This is a measure of time advisors wait to take call
	4: Utilisation 64–70 per cent.	68.9 per cent.	This measures the overall proportion of worked time that advisors handle calls.
	5: Productivity 80 per cent.	84.6 per cent.	This measures the impact of time required for breaks
Centre DLA/AA Helpline	Target: 90 per cent. of calls answered within 30 seconds	17 per cent.answered in30 seconds

Outsourced centres
The Pension Service
Winter Fuel Help Line	95 per cent. calls answered first time within 10 seconds	96.3 per cent.
Pensions Information Line (PIL)	90 per cent. calls answered first time within 10 seconds	96 per cent.
Pensions Charter Information	Same figure as Pensions Information Line (PIL)	See PIL above
Inherited SERPS	1: 80 per cent. calls answered within 20 seconds	98.5 per cent.
	2: 95 per cent. calls answered in 40 seconds	99.42 per cent.
Pensioners Guide	90 per cent. calls answered first time within 10 seconds	87.8 per cent.
Winter Fuel Bulk Line	90 per cent. calls answered first time within 10 seconds	90 per cent.
Minimum Income Guarantee (leaflet order line)	85 per cent. calls answered first time within 10 seconds	71 per cent.

Corporate and others
Welfare Reform Order-line	90 per cent. calls answered first time within 10 seconds	97 per cent.
Sure Start Response Line	Same as Welfare Reform Line
Direct Payment -Customer conversion centre	95 per cent. calls answered in 15 seconds	97.53 per cent.
Direct Payment -Information Line	95 per cent. calls answered in 15 seconds	98.7 per cent.
Interactive Electronic Services	1: 95 per cent. of calls answered within 15 seconds	100 per cent.	Service commenced 28 October 2002. All calls have been answered within 15 seconds
	2: 100 per cent. availability of call centre	100 per cent.	This measures whether the call centre was open and that there were staff available to answer calls during contracted hours

Working Age
National Benefit Fraud Hotline	90 per cent. calls answered first time within 10 seconds	90.6 per cent.
New Deal	85 per cent. calls answered first time within 10 seconds	90 per cent.
New Deal for Lone Parents	85 per cent. calls answered first time within 10 seconds	89 per cent.
New Deal for Disabled People	90 per cent. calls answered first time within 10 seconds	100 per cent.
Publicity Register	90 per cent. calls answered first time within 10 seconds	95 per cent.
Child Support Reform Information Service (CSA Contact Centre)	85 per cent. calls answered first time within 10 seconds	37. 9 per cent.	This service is primarily to respond to bulk mailings to clients using dedicated agents. In this period the centre has only been required to handle low numbers of calls offered on an intermittent basis dealing mostly with third party. These are not handled by dedicated agents.

⁽²⁸⁾ Blocked calls are those where the caller is unable to get through to the service because of a limit placed on the number of calls that can be accepted. The caller receives a network message or engaged tone.

10 Mar 2003 : Column 89W

Correspondence

Mr. Kaufman: To ask the Secretary of State for Work and Pensions when he intends to reply to the letter to him dated 3 February from the right hon. Member for Manchester, Gorton with regard to Mr. Akbar Ali. [102184]

Mr. Andrew Smith: I wrote to my right hon. Friend on 6 March 2003.

Pension Forecasts

Mr. Webb: To ask the Secretary of State for Work and Pensions what assessment he has made of the accuracy of information on entitlement to SERPS, which is provided by his Department to individuals via pension forecasts. [99957]

10 Mar 2003 : Column 90W

Mr. McCartney: The calculation of additional pension, which includes SERPS, state second pension, graduated pension and any contracted-out deductions is based upon information held on an individual's national insurance record and information provided by the customer on form BR19 when they request a state pension forecast.

The calculation is based upon current pension legislation and has been thoroughly tested.

Mr. Webb: To ask the Secretary of State for Work and Pensions what assessment he has made of the accuracy of information provided to individuals regarding their future pension entitlement (a) within pensions forecasts provided on request and (b) within pension forecasts issued automatically. [99958]

Mr. McCartney: The calculation of all pension forecasts is based upon current pension legislation and has been thoroughly tested.

Pension forecasts on request are based upon an individual's national insurance record and also detailed information provided by the individual on form BR19 when they apply for a forecast.

10 Mar 2003 : Column 91W

Forecasts issued "automatically" will be either a combined pension forecast (CPF) or a state pension forecast issued to a specific group. A CPF is the existing benefit statement issued by the employer/pension scheme provider coupled with a state pension forecast.

From May 2003 the Government is issuing automatic state pension forecasts to the self-employed.

Automatic forecasts are based upon a set of specified criteria relating to working status and National Insurance contributions. Planned retirement will be assumed to be at state pension age.

Included in the literature accompanying an automatic forecast is an invitation to request a more detailed Individual Pension Forecast (IPF) should customers wish to provide the Department with more personal information about their likely circumstances and intentions leading up to retirement.

Mr. Webb: To ask the Secretary of State for Work and Pensions if he will review the practice of recording nil on individual pensions forecasts, when exact levels of entitlement are not known; and if he will make a statement. [99961]

Mr. McCartney: There are two elements to a pension forecast. They cover the position at the time the forecast is issued as well as a projection of the position at state retirement age. The first element provides exact information on state pension at "today's" rates based on an individual's current national insurance record at the time the forecast is provided. No assumptions are made in calculating this element of the forecast.

The forecast of expected state pension at retirement age is based on the same record, which assumes that contributions will continue at the same level. Further information is supplied with the forecast to explain the calculation and the projection. In some instances the pension entitlement will be "nil" at the time the forecast is requested. For example, if someone asks for a state pension forecast but has less than 10 years national insurance contributions then they have not accrued enough national insurance contributions for a state pension at that time. However, taking account of current levels of contributions, and projecting that they continue at that level, may mean we can give a positive forecast at retirement age. Some women though may have elected to pay the reduced rate national insurance contribution, so they would not have an entitlement to a state pension in their own right and their forecast would remain as "nil".

The purpose of providing the calculation at "today's" rates and at retirement age is to provide information to individuals to help inform their pension planning and enable them to make informed choices with regard to their retirement income levels.

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