FI14623

Request

  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?
  2. What was the total number of unresolved queries or tickets related to the council’s website, app and online services in this period? 
  3. What is the average waiting time for phone calls made to the council’s customer service in this period?
  4. What was the average resolution time for queries received through the council’s website, app and online services during this time period?
  5. What was the total cost of specifically maintaining the council’s website, app and online services in this time period? 
  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?
  7. What is the average score for the council’s website, app and online services user satisfaction survey in this time period? 

Response

  1. 1,928,925 unique views on the Council website up to 4th October (old Google Analytics was retired as this time and new metrics introduced).
  2. The Council does not hold this information.
  3. 215 seconds (3 minutes and 35 seconds). This does not include calls to the switchboard.
  4. The Council does not hold this information.
  5. Maintenance £23k per year.
  6. No downtime was recorded.
  7. 489 good feedback items vs 55 bad feedback items.