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5 Mar 2008 : Column 2614W—continued



5 Mar 2008 : Column 2615W

5 Mar 2008 : Column 2616W
Percentage
Centre/region Contact number Business area May2007 June 2007 July 2007 August 2007 September 2007 October 2007

Jobcentre Plus Group 1(1, 2)

08456060234

Jobseeker Direct

81.8

75.7

83.6

86.6

74.0

86.7

08000556688

First Contact

93.6

85.8

76.7

75.3

81.2

79.4

08456012001

Employer Direct

82.0

91.7

93.2

86.5

76.0

82.8

08456000043

Nino Allocations

85.2

88.7

91.0

86.5

66.7

75.7

080085440

National Benefit Fraud Hotline

93.8

94.5

97.3

96.8

92.2

93.7

Crisis Loan

8.6

12.0

29.6

68.0

63.5

Benefit Delivery Centres

Crisis Loan Decision Making

94.3

08456008192

IB LP Campaign

08456004271

DWP Postal Line

Jobcentre Plus Group 2(3)

08456060234

Jobseeker Direct

83.4

78.9

83.0

85.2

76.2

85.7

08000556688

First Contact

85.8

77.4

82.5

80.7

78.9

79.6

08456012001

Employer Direct

86.5

91.0

92.7

88.9

79.5

81.5

08456000043

Nino Allocations

85.0

87.6

90.8

84.7

63.9

75.8

080085440

National Benefit Fraud Hotline

Crisis Loan

5.5

21.8

49.2

61.1

59.9

Benefit Delivery Centres

Crisis Loan Decision Making

08456008192

IB LP Campaign

91.2

95.3

08456004271

DWP Postal Line

Jobcentre Plus Group 3(4)

08456060234

Jobseeker Direct

85.6

82.8

80.1

87.5

78.0

84.8

08000556688

First Contact

84.7

76.3

71.2

75.2

79.3

90.9

08456012001

Employer Direct

08456000043

Nino Allocations

080085440

National Benefit Fraud Hotline

Crisis Loan

55.7

48.6

38.5

34.8

60.5

Benefit Delivery Centres

Crisis Loan Decision Making

08456008192

IB LP Campaign

08456004271

DWP Postal Line

Jobcentre Plus Group 4(5)

08456060234

Jobseeker Direct

80.8

67.3

76.3

75.8

72.8

85.0

08000556688

First Contact

85.7

83.6

77.2

69.0

79.6

86.5

08456012001

Employer Direct

82.4

89.8

93.6

88.5

78.2

86.0

08456000043

Nino Allocations

85.0

89.7

91.2

89.2

74.4

79.0

080085440

National Benefit Fraud Hotline

Crisis Loan

55.7

62.1

70.6

68.5

Benefit Delivery Centres

Crisis Loan Decision Making

08456008192

IB LP Campaign

08456004271

DWP Postal Line

97.2

85.6

(1) Jobcentre Plus Contact Centres do not collate average call waiting or average speed of answer times. The data provided relate to the Service Level Agreement in place to answer 80 per cent. of calls within 30 seconds; up to September 2007, this was to answer 80 per cent. of calls within 20 seconds.
(2) Sites within Group 1 are Grimsby, Halifax, Lowestoft, Grimsby Employer Direct and Southend.
(3) Sites within Group 2 are Blackburn, Bootle, Paisley, Garston, Liverpool and Clydebank.
(4) Sites within Group 3 are Newcastle, Middlesbrough, Sheffield, Dundee, Blackpool and Poole.
(5) Sites within Group 4 are Bangor, Bridgend, Pembroke Dock, Taunton, Torquay, Caerphilly and Exeter.

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