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.
Social Security Scotland call wait times: FOI release – gov.scot (www.gov.scot)
