Last updated:
30th December 2024
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This search is for our information requests from September 2020 onward.
Citizen enquiries
See notes
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.
1. Total volume - The total number of citizen enquiries received.
2. 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).
3. Resolution time - The mean average time taken to fully resolve a citizen enquiry, measured from receipt to closure (please specify units).
4. Enquiries resolved - The total number of citizen enquiries that were resolved.
5. Unresolved/open enquiries - The total number of citizen enquiries that remained open or unresolved at the end of the reporting period.
6. First contact resolution - The total number of citizen enquiries that were resolved at first contact (i.e. did not require any follow-up interaction).
7. Channel breakdown - The total number of citizen enquiries received via each of the following channels: telephone, email, web form/online portal, other (please specify)
8. 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).
9. Longest wait time - The longest recorded time taken to respond to a citizen enquiry during the reporting period (please specify units).
10. Complaints - The total number of formal complaints received relating to delays or handling of citizen enquiries.
