Last updated:
8th August 2023
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Council’s customer service
See note
I request the following information that covers the timeframe, 1st January 2023 - 31st December 2023. The request pertains to the council’s website, app and/or online services that are designed for citizen use.
1. How many citizens used the council’s website, app or online services that are designed for citizen use in the year between 1st January 2023 - 31st December 2023?
554,000.
2. What was the total number of unresolved queries or tickets related to the council’s website, app and online services in this period?
No unresolved queries.
3. What is the average waiting time for phone calls made to the council’s customer service in this period?
The five call queues that are managed by customer services had an average wait time of 55 seconds for the period January 1st 2023 to December 31st 2023.
4. What was the average resolution time for queries received through the council’s website, app and online services during this time period?
Emails during that period took an average of 63 hours, 50 mins and 7 secs to be answered.
Web chats; 13 mins and 34 seconds to be completed.
5. What was the total cost of specifically maintaining the council’s website, app and online services in this time period?
Maintenance of the website, support and hosting costs £4,000 per month, for 12 months this totals £48,000.
6. How many downtime incidents to the council’s website, app or online services were recorded in the given timeframe, and what was the average downtime duration?
No downtime.
7. What is the average score for the council’s website, app and online services user satisfaction survey in this time period?
We use GOVmetric to analyse this – in their benchmarking of Local Authorities, in December 2023 we were the second best performing local authority in the league table with a net satisfaction for website of 0.37.
