Information request and response under the Freedom of Information (Scotland) Act 2002
FOI Reference: FOI/202300367765
Date received: 20 July 2023
Date responded: 14 August 2023
Request
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 to your request
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% |
|
|
1 July to 20 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
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