How are we doing? Service performance 2007-8
| Indicator | Target 2007-8 | April 2007 | May 2007 | June 2007 | July 2007 | Aug. 2007 | Sept 2007 | Oct 2007 | Nov 2007 | Dec 2007 | Jan 2008 | Feb 2008 | March 2008 | Year to date |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Call Centre - number of calls taken | n/a | 44,543 | 45,955 | 43,511 | 47,114 | 45,891 | 45,503 | 52,351 | 57,146 | 38,520 | 58,110 | 51,228 | 51,748 | n/a |
| Call Centre - phone answering in 30 secs. of all calls (percentages) | 70% | 66% | 60% | 46% | 64% | 48% | 40% | 37% | 76% | 80% | 64% | 73% | 47% | 57% |
| Call Centre - answered calls as a percentage of all calls. | 90% | 92% | 90% | 84% | 90% | 82% | 81% | 77% | 95% | 96% | 90% | 93% | 80% | 87% |
| Call Centre - average queuing time (Mins/secs.) | Under 1 minute | 00:35 seconds | 00:41 seconds | 1:09 seconds | 00:37 seconds | 01:02 seconds | 1:17 seconds | 1:29 seconds | 0:20 seconds | 0:17 seconds | 0:30 seconds | 0:19 seconds | 0:48 seconds | 00:45 seconds |
| Switchboard - number of calls taken | n/a | 41,258 | 44,035 | 43,863 | 45,139 | 40,001 | 42,416 | 46,367 | 42,666 | 29,806 | 43,291 | 40,714 | 40,266 | n/a |
| Switchboard - phone answering in 15 seconds. (percentages) | 90% | 96% | 95% | 95% | 96% | 96% | 96% | 95% | 96% | 96% | 95% | 95% | 95% | 96% |
| Customer Service Centres -customers seen | n/a | 14,342 | 14,811 | 15,102 | 15,618 | 15,247 | 16,233 | 17,495 | 16,140 | 11,308 | 15,734 | 14,076 | 14,255 | n/a |
| Customer Service Centres - waiting time for callers seen within 15 minutes. (percentages) | 70% | 58% | 69% | 63% | 72% | 70% | 73% | 68% | 75% | 84% | 75% | 83% | 71% | 71% |
Update MePage Last Updated: 22 September 2008
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- Council, government and democracy
