Social Security Scotland call wait times: FOI release

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.

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