Business Solutions Performance Report 2014/15
Monthly Performance
April
2014
May
2014
June
2014
July
2014
August
2014
Septemb October
er 2014 2014
Novemb Decemb
er 2014 er 2014
January
2015
February March
2015
2015
Value
Value
Value
Value
Value
Value
Value
Value
Value
Value
Value
Value
24.secs
22.secs
16.secs
17.secs
17.secs
16.secs
12.secs
13.secs
11.secs
17.secs
20.secs
18.secs
15.secs
CSC3 Percentage of Calls Answered in 15
71%
Seconds
73%
79%
78%
80%
80%
87%
86%
90%
78%
75%
76%
90%
CSC4 Percentage of calls answered in 60
86%
seconds
84%
93%
92%
92%
92%
96%
95%
97%
92%
89%
86%
98%
FOI1 Percentage of FOI responded to
within 20 working days
98.7%
100%
100%
90%
94.8%
100%
100%
100%
100%
98.2%
100%
100%
CHLP4a Availability of telephone network 100%
100%
100%
100%
100%
100%
100%
99.95%
99.95%
99.95%
99.95%
99.95%
99%
CHLP4b Availability of data network
99.99%
99.99%
99.99%
99.99%
99.99%
99.99%
99.99%
99.95%
99.99%
99.99%
99.99%
99.99%
99%
CHLP4c Availability of website network
100%
99.98%
99.99%
100%
100%
100%
100%
100%
99.92%
100%
100%
100%
99%
CHLP5 Percentage Enquiries resolved at
first point of contact
94%
94%
95%
94%
96%
97%
98%
97%
97%
94%
95%
95%
85%
CHLP6 Electronic transactions via the
web-site
9,377
9,976
8,842
10,202
9,114
8,894
8,962
7,962
8,248
8,803
9,325
9,155
7,083.33
COMP1 Percentage of stage 1 complaints
88.23%
responded to in 7 working days
92.86%
90.32%
92.8%
90.9%
95.6%
100%
88.5%
87.5%
92.5%
96.6%
93.6%
90%
ICT1a Percentage of calls answered by
the Capita Service Centre within 15
seconds
95.07%
97.56%
98.55%
99.14%
97.24%
99.17%
99.39%
95.87%
95.48%
93.15%
100%
95%
Code & Short Name
CHLP7 Telephone response time in the
Customer Service Centre
100%
96.53%
1
Monthly
Target
End of Year
Status
Monthly Performance
April
2014
May
2014
June
2014
July
2014
August
2014
Septemb October
er 2014 2014
Novemb Decemb
er 2014 er 2014
January
2015
February March
2015
2015
Value
Value
Value
Value
Value
Value
Value
Value
Value
Value
Value
Value
ICT2a Total problems solved within
target
100%
99.53%
99.55%
98.98%
100%
98.51%
97.73%
98.37%
98.56%
99%
100%
98.83%
95%
ICT3a Total service requests solved
within target
100%
98.45%
96%
97.56%
97.78%
97.3%
97.65%
96.15%
97.62%
96.3%
98.4%
98.46%
95%
ICT4 Server (key systems) uptime
99.99%
99.99%
99.99%
99.99%
99.99%
99.99%
100%
99.95%
99.99%
99.99%
99.99%
99.99%
99%
ICT7 Voice Network Availability (voice)
100%
100%
100%
100%
100%
100%
100%
99.95%
99.95%
99.95%
99.95%
99.95%
99%
ICT8 Number of unique visitors to the
website
34,533
35,848
33,651
39,178
33,548
33,196
31,089
28,764
30,440
39,844
32,340
35,377
31,667
CHAI1 £ of electronic payments
445,920. 434,112. 370,370. 378,908. 386,386. 377,848. 393,036. 392,041. 347,394. 348,517. 163,420. 350,842.
n/a
16
69
49
12
69
5
03
79
21
59
28
9
COMP2 Number of Stage 1 Complaints
received
34
26
31
83
33
46
35
26
24
40
115
141
n/a
COMP3 Number of Stage 2 Complaints
received
0
1
1
4
1
1
1
0
1
1
1
4
n/a
COMP5 Number of Stage 3 Complaints
received
1
0
0
0
1
0
0
0
1
1
0
1
n/a
CSC1a Face to Face Enquiries: Braintree 5,891
5,597
6,052
5,587
5,066
5,420
5,424
4,778
4,410
5,470
5,299
5,969
n/a
CSC1b Face To Face Enquiries: Witham
1,729
1,999
1,477
641
588
660
1,000
1,027
1,461
1,773
1,650
1,765
n/a
CSC1c Face To Face Enquiries: Halstead
886
875
694
1,246
968
749
431
328
386
526
494
512
n/a
CSC2 Number of calls received by the
Customer Service Centre
14,452
14,022
13,138
14,800
12,947
14,145
13,073
10,471
10,795
14,799
14,345
15,642
n/a
CSC5 Longest call waiting time for the
Customer Service Centre
10.mins
9.mins
9.mins
5.mins
8.mins
8.mins
5.mins
8.mins
3.mins
6.mins
6.mins
8.mins
n/a
CSC6 No of calls received out of hours
161
222
232
204
224
176
180
121
193
220
100
169
n/a
CSC7 Number of calls that have waited
longer than 3 minutes
381
329
81
100
165
123
51
47
24
109
203
177
n/a
FOI2 Number of FOI requests received
76
53
50
60
49
47
46
50
40
57
56
55
n/a
Code & Short Name
2
Monthly
Target
End of Year
Status
CHLP7 Telephone response time in the Customer
Service Centre
The Customer Service Centre received a total of 162,629
calls in 2014/15. A new telephone system was introduced
and the CSC and calls had to be introduced when
transferring calls to other departments within the council.
This increased the amount of time the advisors were on the
phone but offered a better service as it ensured customers
were transferred successfully.
CSC3 Percentage of Calls Answered in 15 Seconds
The Customer Service Centre pride themselves on their quick
answering times and have a target to answer 90% of calls within 15
seconds. This has not been met this year due to providing a higher
level of customer service when customers call, listening to customer’s
needs, and resolving a higher number of calls at first point of contact
rather than transferring calls straight through to other departments.
The customer service standards are being reviewed to ensure they still
meet customer expectations and measure the service provided.
COMP1 Percentage of stage 1 complaints
responded to in 7 working days
CSC4 Percentage of calls answered in 60 seconds
As with the performance indicator CSC3, the Customer Service
Centre look at the percentage of calls answered within 60 seconds
and look to achieving 98%.
This has not been met this year due to providing a higher level of
customer service when customers call, listening to customer’s
needs, and resolving a higher number of calls at first point of
contact rather than transferring calls straight through to other
departments. The customer service standards are being reviewed to
ensure they still meet customer expectations and measure the
service provided.
CHLP5 Percentage Enquiries
resolved at first point of contact
The Customer Service Centre are
now able to answer a higher number
of customer enquiries and resolve
their query at first point of contact
due to increasing their knowledge in
common customer queries.
CHLP6 Electronic transactions via the web-site
Despite an increase in the number of complaints
received in 2014/15, over 90% are responded to
within 7 working days.
We analyse trends in the complaints received to
help make improvements to our services and
processes. As a result of a number of complaints
regarding strike action in July 2014, the
contingency plan is being reviewed.
FOI1 Percentage of FOI responded to within 20
working days
Our Channel Strategy looks at ways customers interact with our
services to help us make improvements. A higher number of
customers are using our website and we have now introduced the
ability to access our services using mobile devices.
The information on our website is continually updated and additional
on-line forms have been added making it easier for customers to carry
out transactions with the council.
Over the forthcoming year we will be improving the customer
experience further by making our website adaptable when accessing
our services via mobile devices.
A total of 655 Freedom of Information requests were
received by the Council in 2014/15. Of these, 10 were not
responded to in time. This was due to a temporary fault
with a system in our Council Tax and Business Rates
department required to extract the information to answer
the FOI. All customers were kept informed of the delays
and provided with a date they could expect a response to
their request.
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