Telephony and webchat management information to March 2026

The release covers telephony data, including call volumes, callbacks, call wait times and call handling times, and webchat data, including webchats handled, wait times and messaging times. Callback volumes, wait times and handling times are reported separately from incoming calls where applicable. The management information release provides a high-level summary of performance, with the accompanying Excel tables providing a more detailed breakdown of data, including benefit-specific and monthly data.