Question reference: S6W-17856
- Asked by: Richard Leonard, MSP for Central Scotland, Scottish Labour
- Date lodged: 11 May 2023
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Current status: Answered by Shirley-Anne Somerville on 23 May 2023
Question
To ask the Scottish Government what the (a) longest, (b) average and (c) median wait time was for callers to Social Security Scotland’s contact telephone number, in each month since January 2023.
Answer
Information on the (a) longest, (b) average and (c) median waiting time for answered telephone calls in 2023 to date is provided in the following table.
Month | Longest Wait Time (hours: minutes: seconds) | Mean Wait Time (minutes: seconds) | Median Wait time (minutes: seconds) |
January | 02:39:55 | 27:07 | 24:18 |
February | 02:15:25 | 31:15 | 27:09 |
March | 02:18:48 | 25:54 | 21:07 |
April | 03:00:26 | 31:37 | 30:27 |
May (up to 14 May) | 02:12:25 | 23:35 | 22:58 |
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.