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Record Ref : FOI 10564
Date Received : 20/03/2024
Date Completed : 09/04/2024
Organisation : Private Individual
Application Type : Private Individual
Category : Information Technology
Question
The FOI request pertains to the council’s website, app and/or online services that are designed for citizen use. 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?
Answer
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? 328,721 2. What was the total number of unresolved queries or tickets related to the council’s website, app and online services in this period? Information not recorded. 3. What is the average waiting time for phone calls made to the council’s customer service in this period? Approximately 40 seconds. 4. What was the average resolution time for queries received through the council’s website, app and online services during this time period? Queries dealt with by individual Departments, therefore information not available, recorded or held centrally. 5. What was the total cost of specifically maintaining the council’s website, app and online services in this time period? Developed and supported in-house. 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? Information not recorded. 7. What is the average score for the council’s website, app and online services user satisfaction survey in this time period? No customer feedback forms received for this period.