| 1 | Percentage of answered calls to the contact centre within 180 seconds | Percentage | 88.67 | 85 | 79.15 | Aug 2024 | Monthly | Red | Red | Overdue | 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 83.29% from August 2023 a decrease of around 4%
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 | 94.3 | Aug 2024 | Monthly | Red | Green | Overdue | 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 95.6% for August 2023 a 0.4% decrease
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 | 94 | Aug 2024 | Monthly | Red | Green | Overdue | 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 78 for the August 2023, an increase of 16 seconds
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 | % satisfaction with overall service on last contact with the council | Percentage | 59 | 0 | 59 | Apr 2023 | Unknown | Green | Green | Up to date | Result from 2023 Residents Survey question: Still thinking about your last contact with the council, how satisfied or dissatisfied were you with each aspect of the service you received? Base: 980 responses. 3% decline from 2018 survey. % satisfied by telephone - 70%, % by email - 39% and via council website - 54%. | |
| 5 | % satisfaction with overall telephone contact experience on last contact with council | Percentage | 70 | 0 | 70 | Apr 2023 | Unknown | Green | Green | Up to date | | Not Available |
| 6 | Complaints answered within the specified timescale | Percentage | 78.48 | 100 | 81.6 | Jul 2024 | Quarterly | Green | Red | Up to date | We are working to ensure customers are promptly informed when original timeframes cannot be met and to establish new timeframes for complex cases. | |
| 7 | Library service issues (non digital) | Number | 39,769 | 55,000 | 48,281 | Aug 2024 | Monthly | Green | Red | Overdue | This months figures have been boosted by children participating in the Summer Reading Challenge. 46,728 children's books have been borrowed over the period of the SRC. Each child read six books to complete the challenge but many have read far more - one example, the total was over 30. We continue to analyse the data but have evidence that despite some schools achieving 100% sign up through class visits, the reliance on parents /carers to make library visits part of their school holiday activities has not produced the desired results.
ACTIONS: To continue to assess the evidence, review and plan for next year. Further discussions with those schools to form part of that. | |
| 8 | Library Service issues digital | Number | 31,962 | 2,600 | 33,428 | Sep 2024 | Monthly | Green | Green | Up to date | Although a drop on the previous month, the number of issues have increased year on year and a drop this month is a pattern following the two previous years. However there has also been a lack of desirable multi access titles available this month, which has reduced the choice of new titles and potentially increased waiting lists. I used the new Richard Osman eAudiobook as an example of spiralling costs last month. Even though it costs more than £50, a further copy has been bought because the waiting list had extended to March 2027. It has now reduced to March 2026. To maximise the choice available, we very rarely buy more than two copies.
ACTIONS: To monitor this title and the others with lengthy waiting lists. To continue to promote the range of titles available and use of our free digital libraries. To feedback to supplier to try to improve multi access titles on offer. | |
| 9 | Library Service new members | Number | 1,110 | 833 | 1,133 | Aug 2024 | Monthly | Green | Green | Overdue | Children joining to participate in the Summer Reading Challenge will have contributed to this figure. 2,346 children participated and 1,587 completed.
ACTIONS: Our programme of class visits is underway as it the promotion of our Autumn events programme. We promote library membership at every opportunity e.g. Freshers Week for students at Northumberland College, Ashington, For You event (Bowes Court & St.) Blyth | |
| 10 | Total Hours of PC usage | Hours | 7,879 | 15,000 | 6,084 | Jul 2024 | Quarterly | Red | Red | Up to date | | |