Please provide the following information for the most recent 12-month period for which complete data is available. Please specify the period covered in your response.
For the purpose of this request, please define a “citizen enquiry” as any inbound request for information, support, or service received from a member of the public via any channel, including but not limited to telephone, email, web forums, online portals, and social media. If your organisation uses a different term for such interactions (e.g. customer contacts, resident enquiries, service requests, or public enquiries), please provide the closest equivalent data held.
Questions
Q1. Total volume
The total number of citizen enquiries received.
Q2. First response time
The mean average time taken to provide a first response to a citizen enquiry, measured from the time the enquiry is received to the time of first reply (please specify units, e.g. hours or days).
Q3. Resolution time
The mean average time taken to fully resolve a citizen enquiry, measured from receipt to closure (please specify units).
Q4. Enquiries resolved
The total number of citizen enquiries that were resolved.
Q5. Unresolved/open enquiries
The total number of citizen enquiries that remained open or unresolved at the end of the reporting period.
Q6. First contact resolution
The total number of citizen enquiries that were resolved at first contact (i.e. did not require any follow-up interaction).
Q7. Channel breakdown
The total number of citizen enquiries received via each of the following channels: telephone, email, web form/online portal, other (please specify)
Q8. Service hours
The standard operating hours for handling citizen enquiries, including whether any services are available outside of typical working hours (e.g. evenings, weekends).
Q9: Longest wait time
The longest recorded time taken to respond to a citizen enquiry during the reporting period (please specify units).
Q10. Complaints
The total number of formal complaints received relating to delays or handling of citizen enquiries.