- Title or Description
- SBC Website Performance
- FOI Number
- 2024356
- Date Received
- 25/03/2024
- Type of Request
- FOI
- Request or Question
-
In relation to the SBC Website please respond to the questions below for 1 Jan 2023- 31 Dec 2023. 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? clarification received as "Queries/Tickets" refers to customer complaints in relation to the website not working properly.
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? - Clarification was requested and received as : Resolution time for a customer complaining about a service/page not working correctly
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? - Response
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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? ----------------------------------------------------------- Based on the figures fed into the website page /statistics, in 2023 we had: * 15,180,147 page views * Average of 110,392 unique visitors per month Month Page views Unique visitors January 1330914 118231 February 1137771 106325 March 1237500 111599 April 1191906 112892 May 1289232 117168 June 1303838 113777 July 1212227 107003 August 1329847 111262 September 1285224 108659 October 1191129 112212 November 1402855 103023 December 1267704 102575
2) What was the total number of unresolved queries or tickets related to the council s website app and online services in this period? Clarification as to Queries/Tickets This refers to complaints from customers in relation to the website not working properly There were only 4 complaints in relation to the website and online services in 2023. 2 of these complaints were not upheld and the other 2 have been dealt with so 0 unresolved.
3) What is the average waiting time for phone calls made to the council s customer service in this period? Figures for 2024 are not currently available, however we have provided a full years worth of figures for call waiting times per month over the course of 2023: Jan 00:01:59 Feb 00:01:53 Mar 00:01:39 Apr 00:03:35 May 00:02:23 Jun 00:02:06 July 00:01:42 Aug 00:02:59 Sep 00:02:59 Oct 00:02:21 Nov 00:03:54 Dec 00:03:06
4) What was the average resolution time for queries received through the council s website, app and online services during this time period? Clarification as to resolution time for queries refers to Time taken to deal and fix customer complaints in relation to the website not working properly. 09/02/2023 31/03/2023 22 days (also involved a 3rd party which is why it took so long) 14/04/2023 18/04/2023 - 4 days **Resolution of these issues likely to a lot less time, this is based on a response being issues to the complaint rather than dealing with the issue reported.
5) What was the total cost of specifically maintaining the council s website, app and online services in this time period? The website is part of one of our corporate systems, Jadu, and as such is managed as part of the wider systems infrastructure so we do not have specific figures relating to the website as a stand alone entity.
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? Scottish Borders Council do not hold this information therefore we give notice of S17 of FOI(S) 2002. Scottish Borders Council are contracted to an outside provider CGI, for our IT services, they have advised the following applies o 7 downtime incidents, average downtime duration 7.14m 7) What is the average score for the council s website, app and online services user satisfaction survey in this time period? Scottish Borders Council do not currently have a system for users to score the council website. Satisfaction surveys are available for individual forms relating to processes and interactions, but not for the website generically.
