FOI/202300367765 · FOI · unclear
Social Security Scotland call wait times: FOI release
Information requested
Request for information 1: Claimant call wait times from 1 March 2023 to present date (20 July 2023).
Please provide this information in a table with a breakdown by call wait time, the number of calls and percentage of calls. For reference of how this information could be laid out please refer to a previous FOI response Social Security Scotland provided in which this information was given (FOI/202300344650)
Request for information 2: The longest claimant call wait time recorded between 1 March 2023 to present date (20 July 2023).
Response
Request for information 1:
The below tables contain the requested information from the period 1 March 2023 to 20 July 2023.
March 2023 Call wait time Number of calls Percentage of calls Average Wait time Under 30 minutes 43204 58.80% 00:25:51 30 - 59 minutes 21842 29.73% Over 60 minutes 8424 11.47% Total 73470 100.00% April 2023 Call wait time Number of calls Percentage of calls Average Wait time Under 30 minutes 23748 49.64% 00:31:28 30 - 59 minutes 17785 37.17% Over 60 minutes 6311 13.19% Total 47844 100.00% May 2023 Call wait time Number of calls Percentage of calls Average Wait time Under 30 minutes 40731 71.95% 00:20:45 30 - 59 minutes 14591 25.77% Over 60 minutes 1289 2.28% Total 56611 100.00% June 2023 Call wait time Number of calls Percentage of calls Average Wait time Under 30 minutes 52197 83.14% 00:18:06 30 - 59 minutes 10194 16.24% Over 60 minutes 393 0.63% Total 62784 100.00% 1st July to 20th July 2023 Call wait time Number of calls Percentage of calls Average Wait time Under 30 minutes 27974 76.23% 00:19:33 30 - 59 minutes 8160 22.24% Over 60 minutes 561 1.53% Total 36695 100.00%
This information is based on internal management information and has not yet been quality assured to the same standard as published information on telephony services.
Request for information 2:
Our records indicate the longest wait time in the period 1 March 2023 to 20 July 2023 is 3 hours and 26 seconds in April 2023.
About FOI
The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.
Contact Please quote the FOI reference Central Enquiry Unit Email: ceu@gov.scot Phone: 0300 244 4000 The Scottish Government St Andrews House Regent Road Edinburgh EH1 3DG
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