| 1 | Percentage of answered calls to the contact centre within 180 seconds | Percentage | 88.67 | 85 | 85.78 | Apr 2024 | Monthly | Red | Green | Up to date | The Customer Services team has used data and performance monitoring to make significant improvements in operating models. This has resulted in a big improvement against the KPIs. This compares to 76.88% from April 2023 an increase of nearly 9% This data will be impacted by a spike in call volumes due to Garden Waste renewals and Council Tax queries
ACTIONS: We continue to work with teams to enable as many enquiries as possible to be answered at first point of contact from the customer | |
| 2 | Percentage of calls answered | Percentage | 96.6 | 90 | 96.1 | Apr 2024 | Monthly | Red | Green | Up to date | The Customer Services team has used data and performance monitoring to make significant improvements in operating models. This has resulted in a big improvement against the KPIs. This compares to 93.8% for April 2023, an increase of around 2% This data will be impacted by a spike in call volumes due to Garden Waste renewals, Customer Experience implemented a leave ban to handle to additional call volumes to limit the impact
ACTIONS: We continue to work with teams to enable as many enquiries as possible to be answered at first point of contact from the customer | |
| 3 | Average time to answer calls (seconds) | Time | 54 | 180 | 67 | Apr 2024 | Monthly | Red | Green | Up to date | The Customer Services team has used data and performance monitoring to make significant improvements in operating models. This has resulted in a big improvement against the KPIs. This compares to 106 for the April 2023, an decrease of 39 seconds This data will be impacted by a spike in call volumes due to Garden Waste renewals and Council Tax queries.
ACTIONS: We continue to work with teams to enable as many enquiries as possible to be answered at first point of contact from the customer. | |
| 4 | Complaints answered within the specified timescale | Percentage | 78.48 | 100 | 78.48 | Jan 2024 | Quarterly | Green | Red | Up to date | The data for this quarter was collected using the new complaint case management system. The figures now include cases for which extensions to timeframes have been agreed. An automated reminder system has been implemented as part of the new process for the service feedback handlers to improve customer response time and support investigating officers. | |
| 5 | Library service issues (non digital) | Number | 39,769 | 52,000 | 39,769 | Mar 2024 | Monthly | Green | Red | Overdue | This shows a year on year increase and follows the pattern of usage over the course of a year. The target remains that the service was working towards pre-covid. It has not been adjusted since to provide a measure of our recovery and the impact of our new way of working that continues to gather pace, working with partners such as Family Hubs.
ACTIONS: To continue to develop outreach activities and opportunities that attract non-users, working with partners to develop our offer. To continue to promote our stock both in branch and via social media. | |
| 6 | Library Service issues digital | Number | 31,962 | 2,600 | 31,962 | Mar 2024 | Monthly | Green | Green | Overdue | This result, an increase on last month, follows the pattern of previous years. The service maintains continual vigilance on our eBook stock, the number and range of choice, that can fluctuate due to eBooks licences expiring. eAudio tends not to expire or lasts longer with a time limit of usually 5years. In the first half of last year, there was a 20% increase in users, so our turnover rate for both formats is above average in comparison with other authorities.
ACTIONS: To continue to monitor our eBook stock closely, taking advantage of appropriate offers to maintain the number and range of choice. A trial offering some magazines via Borrowbox has had some success so this is being developed with the intention of promoting more take up of Pressreader. | |
| 7 | Library Service new members | Number | 1,110 | 833 | 1,110 | Mar 2024 | Monthly | Green | Green | Overdue | This figure follows the pattern we expect but the year on year improvement demonstrates a continued recovery post covid supported by the outreach work with partners such as Family Hubs and in delivering events such as the Net Zero Day at Hexham.
ACTIONS: To continue to seek opportunities to engage non library users as much as capacity allows, | |
| 8 | Total Hours of PC usage | Hours | 7,879 | 15,000 | 7,879 | Jan 2024 | Quarterly | Green | Red | Up to date | | |