| Synopsis: |
Government is continuing to make extensive use of higher rate telephone numbers for customer telephone lines, despite efforts by departments to reduce their use. The Department of Health is the only major department to rule out the use of numbers costing more than the geographic rate, although these remain in use for some GPs. In 2012-13 the Department for Work and Pensions, the Department for Business, Innovation and Skills and HM Revenue and Customs had the highest proportion of higher rate numbers. Callers to higher rate lines paid GBP56 million in call charges in 2012-13. Callers spent a total of 880 million minutes on calls, of which 402 million minutes were spent waiting to speak to an adviser at a cost of GBP26 million. Departments do not offer improved monitoring of, and lack a clear idea of the value of, services to callers in return for higher charges. Some departments, however, have taken substantial steps to reduce the burden on callers. Since April 2013, HM Revenue & Customs has introduced 03 numbers for its busiest higher rate telephone lines and will phase out higher rate numbers over time.DWP has negotiated free calls from mobiles to its benefits claim lines on 0800 numbers. The NAO estimates that changing all of government's higher rate numbers to 03 numbers would save callers GBP29 million a year, and cost government GBP7 million a year including loss of implied revenue share. Changing all numbers to 0800 numbers would currently save callers GBP46 million a year and cost government GBP21 million a year |