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16 Mar 2006 : Column 2453W—continued

Child Support Agency

Ben Chapman: To ask the Secretary of State for Work and Pensions what payment has been made to the contractor who supplied the Child Support Agency's updated IT system; and if he will make a statement. [53739]

Mr. Plaskitt: The administration of the Child Support Agency is a matter for the chief executive, Mr. Stephen Geraghty. He will write to the hon. Member with the information requested.
 
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Letter from Hilary Reynolds:

Mr. Philip Hammond: To ask the Secretary of State for Work and Pensions how many current Child Support Agency cases are regarded as linked cases; and what his definition is of a linked case. [54237]

Mr. Plaskitt: The administration of the Child Support Agency is a matter for the chief executive. He will write to the hon. Member.

Letter from Hilary Reynolds:


 
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Mr. Philip Hammond: To ask the Secretary of State for Work and Pensions what (a) national and (b) local targets have been set for call centre performance on (i) the legacy Child Support Computer System and (ii) the new CS2 system in the Child Support Agency; and what the performance against such targets has been for each measurement period within the last three years for which data is available. [54240]

Mr. Plaskitt: The administration of the Child Support Agency is a matter for the Chief Executive. He will write to the hon. Member with the information requested.
 
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Letter from Hilary Reynolds:


Table 1: Target: No less than 85 per cent. of CS2 calls available to staff should be answered

DudleyHastingsFalkirkPlymouthBirkenheadBelfastLiverpoolAgency
CS2 calls answered as a percentage of calls available to staff
2003–04n/an/an/an/an/an/an/a78
2004–058585848482797583
April-December 20058790929190907890




Notes:
1. Performance against this target is derived by measuring the percentage of calls that are answered, of those available to staff. For CS2, these are calls that connected to the queue for an agent, after navigating the automated/touch tone part of the process.
2. Performance for 2003–04 is only available for the Agency as a whole and cannot be separated down into separate call centres.
3. Robust data for CS2 is available only from July 2003. Therefore the figure for Agency performance in 2003–04 is based on data for July-March only.
4. Percentages are rounded to the nearest 1 per cent.





Table 2: Target—No less than 85 per cent. of CSCS calls available to staff should be answered

DudleyHastingsFalkirkPlymouthBirkenheadBelfastLiverpoolAgency
CSCS calls answered as a percentage of calls available to staff
2003–047268847271508071
2004–058282888280799085
April-December 20058386939190909491




Notes:
1. Performance against this target is derived by measuring the percentage of calls that are answered, of those available to staff.
2. Percentages are rounded to the nearest 1 per cent.





Table 3: Target: Calls regarding CS2 cases should be answered within two minutes

DudleyHastingsFalkirkPlymouthBirkenheadBelfastLiverpoolAgency
Time taken to answer CS2 calls, in minutes
2003–0402:1702:1501:4302:4902:3102:41n/a2.22
2004–0501:5802:2102:2402:3502:3303:0901:152.29
April-December 200501:4501:2201:1801:2401:3001:3502:001.29




Notes:
1. Performance against this target is measured by considering the time taken for calls to be answered from the moment at which they are available to staff to be answered. For CS2 calls, this excludes the time taken by customers to navigate the automated/touch tone part of the process.
2. The time taken to answer CS2 calls in Liverpool is not available for 2003–04.
3. Figures are presented as minutes and seconds, and are rounded to the nearest second.





 
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Table 4: Target: Calls regarding CSCS cases should be answered within 50 seconds

DudleyHastingsFalkirkPlymouthBirkenheadBelfastLiverpoolAgency
Time taken to answer CSCS calls, in minutes
2003–0401:1802:2500:5501:4902:2805:2201:272.12
2004–0500:3101:0800:3601:1301:1801:0501:120.56
April-December 200500:2800:4100:2300:3100:3600:3400:360.32




Notes:
1. Performance against this target is measured by considering the time taken for calls to be answered from the moment at which they are available to staff to be answered. There is no automated/touch tone system for CSCS calls.
2. Figures are presented as minutes and seconds, and are rounded to the nearest second.




Anne Milton: To ask the Secretary of State for Work and Pensions pursuant to the answer of 10 January 2006, Official Report, column 611W, on the Child Support Agency, what targets are in place for the processing of the backlog of applications. [45646]

Mr. Plaskitt: The administration of the Child Support Agency is the matter for the chief executive. He will write to the hon. Member with the information requested.

Letter from Stephen Geraghty:


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