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11 Dec 2007 : Column 462W—continued

In addition to the aforementioned measures individual business units employ a range of performance management measures and tools to monitor the effectiveness of its centres. Examples listed as follows:

Julia Goldsworthy: To ask the Secretary of State for Work and Pensions how much each telephone contact centre for which his Department is responsible has (a) cost and (b) generated in income in each financial year since their establishment. [166524]

Mrs. McGuire: The information is as follows.

(a) The information requested on how much each contact centre costs is shown in the following table.

(b) DWP Contact Centres do not generate income. However, the Department’s use of 0845 numbers does attract a small rebate from BT and has been running at approximately £0.5 million per annum which is offset against DWP telephony costs. Obtaining the rebate information by individual site and for the period requested would incur disproportionate costs.


11 Dec 2007 : Column 463W

11 Dec 2007 : Column 464W

11 Dec 2007 : Column 465W

11 Dec 2007 : Column 466W
2000-01 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07 2007-08

Disability and Carers( 1)

(2)—

(2)—

(2)—

(2)—

(3)—

(3)—

—

(4)—

Benefit Enquiry Line

9,540,865

8,315,719

9,067,186

9,572,303

10,774,196

11,067,939

1,762,062

960,622

DLA/AA Helpline

—

—

—

—

—

—

8,491,037

5,227,665

Child Support Agency( 5)

Dudley

—

—

—

—

—

—

—

—

Hastings

—

—

—

—

—

—

—

—

Falkirk

—

—

—

—

—

—

—

—

Plymouth

—

—

—

—

—

—

—

—

Birkenhead and Liverpool

—

—

—

—

—

—

—

—

Belfast

—

—

—

—

—

—

—

—

Debt Management( 6)

(4)—

Trafford

—

—

—

—

—

9,735,454

9,524,266

5,327,328

The Pension Service( 7)

(4)—

Burnley

—

—

—

—

—

9,858,281

12,097,029

6,956,091

Cwmbran

—

—

—

—

—

6,645,231

7,033,671

4,125,927

Dundee

—

—

—

—

—

9,904,371

10,443,427

6,032,465

Futures

—

—

—

—

—

20,366,623

11,374,531

5,501,042

International Pension Centre inc. Medical Benefits

—

—

—

—

—

22,454,656

23,914,637

13,255,214

Leicester

—

—

—

—

—

6,669,838

7,165,675

4,163,650

London Pension Centre Newcastle

—

—

—

—

—

12,556,054

13,333,458

7,684,133

Motherwell

—

—

—

—

—

10,847,124

11,763,602

6,942,838

Seaham

—

—

—

—

—

8,786,685

9,192,056

5,050,531

Stockport

—

—

—

—

—

13,982,912

13,652,163

7,974,384

Swansea

—

—

—

—

—

13,044,277

13,596,933

7,302,400

Warrington

—

—

—

—

—

11,558,235

12,086,898

7,342,416

Bath

—

—

—

—

—

9,215,545

8,650,349

3,554,916

Birmingham

—

—

—

—

—

8,619,602

8,493,998

4,509,315

Blackpool

—

—

—

—

—

5,038,982

4,714,033

1,846,564

Dearne Valley

—

—

—

—

—

8,505,959

8,256,244

3,487,550

Goole

—

—

—

—

—

—

3,319,502

195,453

National Pension Centre

—

—

—

—

—

20,541,460

19,238,740

9,587,270

Pension Credit Application Line

—

—

—

—

—

9,987,616

6,120,149

2,270,358

Walsall

—

—

—

—

—

6,048,403

6,412,068

3,377,940

Winter Fuel Cardiff

—

—

—

—

—

1,828,193

1,695,249

854,437

Jobcentre Plus Contact Centre( 8)

(9)—

Annesley

—

—

—

—

—

2,283,465

2,731,037

3,001,816

Bangor

—

—

—

—

—

197,535

5,266,459

6,514,233

Blackburn

—

—

—

—

1,569,481

2,368,823

3,124,082

3,507,072

Bootle

—

—

—

—

1,581,470

2,770,950

3,880,126

3,862,846

Bridgend

—

—

—

—

2,006,999

4,774,976

6,827,700

7,123,014

Caerphilly

—

—

—

—

—

1,961,426

2,268,693

2,488,299

Clydebank

—

—

—

—

—

2,475,688

2,723,815

2,672,535

Coventry

—

—

—

—

989,258

2,466,140

5,171,199

5,551,312

Derby

—

—

—

—

1,290,265

7,526,058

9,590,432

9,650,393

Dundee

—

—

—

—

3,456,890

4,807,075

5,772,021

5,898,686

Exeter

—

—

—

—

—

2,647,398

3,211,627

3,442,509

Garston

—

—

—

—

2,469,659

3,657,666

5,589,917

5,234,946

Grimsby Europarc

—

—

—

—

—

2,133,730

2,590,361

2,572,710

Grimsby Crown House

—

—

—

—

1,577,273

2,951,117

4,435,835

4,844,598

Halifax

—

—

—

—

2,849,431

3,801,454

5,436,191

5,413,141

Lincoln

—

—

—

—

1,539,762

2,830,023

4,599,317

4,490,367

Liverpool

—

—

—

—

—

2,296,567

2,926,902

3,110,896

Lowestoft

—

—

—

—

2,250,525

3,840,502

4,730,461

5,012,521

Marton Mere (Blackpool)

—

—

—

—

2,378,730

3,281,176

4,264,681

4,419,620

Middlesbrough

—

—

—

—

2,076,667

3,728,288

5,696,637

5,913,909

Preston

—

—

—

—

—

1,212,910

808,387

1,252,455

Newcastle

—

—

—

—

1,261,543

3,978,730

4,716,194

4,805,919

Paisley

—

—

—

—

2,090,777

3,523,629

3,999,755

4,177,437

Pembroke Dock

—

—

—

—

4,219,902

4,625,854

4,801,012

4,946,808

Poole

—

—

—

—

1,791,463

2,713,430

3,542,123

3,587,092

Sheffield

—

—

—

—

783,312

1,699,867

2,810,084

2,961,854

Southend

—

—

—

—

—

2,590,006

3,256,547

3,310,187

Taunton

—

—

—

—

688,667

1,972,862

3,327,757

3,515,514

Telford New Town House

—

—

—

—

720,237

1,761,820

3,912,983

3,911,397

Telford Plaza

—

—

—

—

—

2,540,396

3,043,170

2,862,097

Torquay

—

—

—

—

1,815,285

3,257,115

4,505,976

4,576,123

(1) Costs include staff and non-staff costs (excluding estates and IS/IT).
(2) Costs for DCS Customer Services Group (includes non contact centre costs).
(3) Costs combined for Benefit Enquiry Line and DLA/AA Helpline.
(4) Costs up to October 2007 ytd.
(5) Costs not available by individual site. The total administrative expenditure of the agency is disclosed each year in the annual report and accounts.
(6) Costs include staff and non-staff costs including IS/IT, estates, contracts and recharges. 2006-07 post and stationery costs managed from central budget.
(7 )Costs include staff and non staff costs (excluding estates and other centrally held budgets).
(8) Costs include staff, non-staff costs, estates and IS/ IT.
(9 )Full years forecast costs for 2007-08.
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