Source · Select Committees · Public Accounts Committee
Recommendation 8
8
Differences in call performance between in-house and outsourced DWP lines reflect query complexity.
Conclusion
DWP also told us that the difference in performance between in-house and outsourced lines reflected the type of work they handled. It said that it used outsourced providers to deal with simpler transactions and calls, while its in-house lines dealt with more complex queries. In addition, calls that involved decisions had to be handled by officials.15