Correspondence statistics – 1 January to 31 March 2012:

Correspondence type Number answered % answered on time*
Electronic correspondence received through the Department’s website 5,494 99%
Letters signed by ministers 4,231 99%
Letters signed by officials on behalf of ministers 4,313 99%

*Whitehall standard of 18 working days

Call Centre statistics – 1 January to 31 March 2012:

Topic Performance Figure
Calls answered during office hours 40,352
% calls answered within 30 seconds 82.7%
Abandoned calls 516
Topic Performance Figure
Offline policy research cases 234
% answered within three working days 93.6%
Topic Performance Figure
Customer satisfaction 91.9%*

*% of respondents that regard the service as acceptable, satisfactory or very satisfactory

 

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