FOI Request - Citizen Enquiries

Request 101004009791

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.