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Social Security Benefits: Telephone Services

Answer

The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide the hon. Member with the information requested.Letter from Lesley Strathie, dated 22 May 2007:"The Secretary of State has asked me to reply to your questions about the use of 0845 numbers for calls to Benefit Delivery Centres and average telephone call costs. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""To date 54 sites have converted to 0845 numbers as part of the programme to centralise benefits, which is due for completion by March 2008. Uniform telephony data on numbers of calls, average length of calls and calls terminated after the automated answering service will not be available until this modernisation programme is complete. When this process is complete the new telephony system will provide more comprehensive management information and this will enable us to more effectively manage the telephone service to our customers.""We do not have data on the length of calls to telephony teams. If the benefit enquiry becomes complicated then the telephony team would make arrangements for a benefit specialist to call the customer back. The cost (set by BT) which begins once the customer has pressed the number on the automated response is between 1p and 3p per minute (from a landline) depending on the time of day. Call charges from mobile telephones vary depending on the service provider.""I hope this is helpful."

Secondary information

Type

Written question

Reference

132520; 460 c1284W;460 c1283-4W

Session

2006-07

Subjects

Jobcentres Jobcentre Plus Social security benefits Telephone services

Link

View this Written question on www.publications.parliament.uk