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.
Response 03-07-2026
1.-10. The information requested is not not centrally held. To collate this information we would have to interrogate all contacts within all teams and this task is estimated to cost the Council in excess of £600 of staff time. In accordance with section 12 of the Freedom of Information (Scotland) Act 2002 (excessive cost), we are therefore unable to comply with this request.