Social Security Scotland call wait times: FOI release

Information request and response under the Freedom of Information (Scotland) Act 2002


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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