Decades on Hold: UK’s Department for Work and Pensions Faces Scrutiny Over Extensive Call Wait Times

Report reveals that callers to the Department for Work and Pensions experienced a total hold time of 753 years

According to a report by the National Audit Office, over 40 million calls placed in the fiscal year 2023/24 faced significant wait times, with over six million calls eventually being dropped.

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Tuesday, July 23, 2024, 7:

According to a recent report, individuals calling the Department for Work and Pensions (DWP) in the fiscal year 2023/24 experienced a combined wait time exceeding 753 years before their calls were answered.

Over 40 million calls experienced delays, with over six million callers hanging up before receiving assistance.

The recent customer service survey conducted by the independent National Audit Office (NAO) has brought new insights to light.

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Over 20 million UK residents depend on pensions or benefits issued by the DWP, which distributed £268.5 billion in the fiscal year 2023/24. Additionally, the department incurred £7.3 billion in operational costs.

The National Audit Office discovered that a higher percentage of pensioners (93%) expressed satisfaction with the services provided, compared to recipients of the personal independence payment (PIP), who showed a lower satisfaction rate (77%).

The study revealed that just over half, specifically 52%, of Personal Independence Payment (PIP) claims met the goal of being processed within 75 working days. In contrast, 96% of new state pension claims were finalized within the anticipated 10 working day period.

According to the National Audit Office, the total count of individuals receiving welfare benefits and state pensions has increased from 20.3 million in May 2019 to 22.7 million by May 2023.

The rise in Universal Credit applications during the pandemic and the growing number of Personal Independence Payments (PIP) are largely attributed to higher unemployment and prolonged health problems among the population.

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According to the report, the Department for Work and Pensions (DWP) is looking to increase the use of text messaging as a way to keep customers informed. However, the department has acknowledged that consistently providing current information is challenging due to the diverse and complex nature of the services it offers.

The National Audit Office has pointed out that the Department for Work and Pensions' "lack of clear information regarding service benchmarks" increases the chances that individuals will reach out for updates.

During the 2022/23 period, the Department for Work and Pensions (DWP) found that approximately 31.6 million minutes of phone calls made regarding eight different benefits were unnecessary, constituting about 43% of the total phone time.

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A representative from the Department for Work and Pensions stated, "We recognize the difficulties highlighted in the report and are dedicated to maintaining a welfare system that is both effective and empathetic."

"Although it acknowledged that most new benefit claims were handled punctually, our modernization initiative will enhance client services, which includes better assistance for PIP applications and introducing a new digital application system."

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