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Only 56 % of calls to DWP call centres answered

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Summary

The Department for Work and Pensions (DWP) delivers benefits, pensions and employment services to 28 million customers in Britain. In 2004-05, the DWP spent £190 million using contact centres to provide customer services.

Following a National Audit Office (NAO) report 'Delivering Effective Services through Contact Centres' (HC 941), the Committee has examined the cost-effectiveness, accessibility and quality of customer services provided.

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Law-Making Explained

This is a House of Commons Paper (HC 1034): it is a report from the House of Commons Committee of Public Accounts.
Find out more about House of Commons Papers.

How does it affect me?

If you receive or administer DWP benefits such as social security or disability benefits, pensions and employment services, this affects you.

Findings include that, during this period, only 56 per cent of calls were answered.

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