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To ask the Secretary of State for Work and Pensions with reference to the letter to hon. Members of 22 February 2013 from the Surrey and Sussex district manager, if he will set out statistics for each of the last 12 months to illustrate the call volumes at Worthing Benefit...
To ask the Secretary of State for Work and Pensions with reference to the letter to hon. Members of 22 February 2013 from the Surrey and Sussex district manager, if he will set out statistics for each of the last 12 months to illustrate the call volumes at Worthing Benefit...
The information requested is not collated in this format; Worthing Benefit Centre moved over to a new telephony system in June last year. Please see the following table which gives telephony data from this period for employment support allowance (ESA). The target is to return 95% of calls within three hours. While the target was not met initially, improvement measures put in place to ensure achievement of the performance standard of 95% have been successful.
During the same period jobseekers allowance (JSA) and income support (IS) have consistently met the target.
| ESA
2012-13 | Percentage
of calls returned within three hours (Target
95%) |
| July | 12.0 |
| August | 17.6 |
| September | 13.7 |
| October | 17.5 |
| November | 24.4 |
| December | 36.8 |
| January | 44.3 |
| February | 78.0 |
| March | 95.2 |
| Up
to 12 April
2013 | 98.0 |
To ask the Secretary of State for Work and Pensions when the new Enquire service was introduced into Worthing Benefit Centre.
[146825]
To ask the Secretary of State for Work and Pensions when the new Enquire service was introduced into Worthing Benefit Centre.
[146825]
Worthing Benefit Centre was one of the initial sites to trial this new system from June 2012.
(2) what proportion of first payments of employment and support allowance by Worthing Benefit Centre were made within the target of 16 days in (a) July 2012, (b) August 2012, (c) September 2012, (d) October 2012, (e) November 2012, (f) December 2012, (g) January 2013 and (h) February 2013;
[146826]
Mr Gibb:
(2) what proportion of first payments of employment and support allowance by Worthing Benefit Centre were made within the target of 16 days in (a) July 2012, (b) August 2012, (c) September 2012, (d) October 2012, (e) November 2012, (f) December 2012, (g) January 2013 and (h) February 2013;
[146826]
Mr Gibb:
The following table gives performance data for employment support allowance at Worthing Benefit Centre for calls returned within three hours and new claims processed within 16 days.
| Employment
support allowance
2012-13 | ||
| Percentage
of calls returned within 3 hours (target
95%) | Percentage
of claims processed within 16 days (target
85%) | |
| July | 12.0 | 68.4 |
| August | 17.6 | 62.3 |
| September | 13.7 | 71.2 |
| October | 17.5 | 53.6 |
| November | 24.4 | 59.0 |
| December | 36.8 | 63.9 |
| January | 44.3 | 72.0 |
| February | 78.0 | 82.2 |
Worthing Benefit Centre is not currently meeting internal performance standards for employment support allowance (ESA) on both calls returned and new claims processed.
Due to the high volumes that have been experienced in this area of work at Worthing Benefit Centre performance has been impacted greatly. Support has been given by other areas of the department and is continuing, backlogs have now reduced and performance is recovering. Full recovery is expected over the next few months.
To ask the Secretary of State for Work and Pensions (1) what proportion of calls to Worthing Benefit Centre regarding employment and support allowance were returned within the target of three hours in (a) July 2012, (b) August 2012, (c) September 2012, (d) October 2012, (e) November 2012, (f) December...
To ask the Secretary of State for Work and Pensions (1) what proportion of calls to Worthing Benefit Centre regarding employment and support allowance were returned within the target of three hours in (a) July 2012, (b) August 2012, (c) September 2012, (d) October 2012, (e) November 2012, (f) December...
The following table gives performance data for employment support allowance at Worthing Benefit Centre for calls returned within three hours and new claims processed within 16 days.
| Employment
support allowance
2012-13 | ||
| Percentage
of calls returned within 3 hours (target
95%) | Percentage
of claims processed within 16 days (target
85%) | |
| July | 12.0 | 68.4 |
| August | 17.6 | 62.3 |
| September | 13.7 | 71.2 |
| October | 17.5 | 53.6 |
| November | 24.4 | 59.0 |
| December | 36.8 | 63.9 |
| January | 44.3 | 72.0 |
| February | 78.0 | 82.2 |
Worthing Benefit Centre is not currently meeting internal performance standards for employment support allowance (ESA) on both calls returned and new claims processed.
Due to the high volumes that have been experienced in this area of work at Worthing Benefit Centre performance has been impacted greatly. Support has been given by other areas of the department and is continuing, backlogs have now reduced and performance is recovering. Full recovery is expected over the next few months.
(3) pursuant to the answer of 4 March 2013, Official Report, column 886W, on Jobcentre Plus: Worthing, for which benefit Worthing benefit centre is failing to meet internal performance standards in (a) returning calls and (b) processing claims; and if he will provide the performance measure data for the standards...
(3) pursuant to the answer of 4 March 2013, Official Report, column 886W, on Jobcentre Plus: Worthing, for which benefit Worthing benefit centre is failing to meet internal performance standards in (a) returning calls and (b) processing claims; and if he will provide the performance measure data for the standards...
The following table gives performance data for employment support allowance at Worthing Benefit Centre for calls returned within three hours and new claims processed within 16 days.
| Employment
support allowance
2012-13 | ||
| Percentage
of calls returned within 3 hours (target
95%) | Percentage
of claims processed within 16 days (target
85%) | |
| July | 12.0 | 68.4 |
| August | 17.6 | 62.3 |
| September | 13.7 | 71.2 |
| October | 17.5 | 53.6 |
| November | 24.4 | 59.0 |
| December | 36.8 | 63.9 |
| January | 44.3 | 72.0 |
| February | 78.0 | 82.2 |
Worthing Benefit Centre is not currently meeting internal performance standards for employment support allowance (ESA) on both calls returned and new claims processed.
Due to the high volumes that have been experienced in this area of work at Worthing Benefit Centre performance has been impacted greatly. Support has been given by other areas of the department and is continuing, backlogs have now reduced and performance is recovering. Full recovery is expected over the next few months.
To ask the Secretary of State for Work and Pensions whether Worthing benefit centre has delivered against its internal performance standards in (a) returning calls and (b) processing claims in each of the last six months.
[142048]
To ask the Secretary of State for Work and Pensions whether Worthing benefit centre has delivered against its internal performance standards in (a) returning calls and (b) processing claims in each of the last six months.
[142048]
The information is as follows:
(a) Returning calls:
Currently Worthing benefit centre is delivering against the measure on two out of the three benefits.
(b) Processing claims:
Year to date, the site has met performance standards for two out of the three benefits it delivers.