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  • FOI request (FOI-85856413)

    Telephone systems

    Requested Fri 24 August 2018
    Responded  Wed 03 October 2018

    I am writing to make an open government request for all the information to which I am entitled under the Freedom of Information Act 2000. 

    Using your telephone system call data/analytics as generally provided by your telephone system provider and/or telephone line provider or available from them upon your request please send me the following information for each month within the time period: 1st July 2017 to 31st June 2018:

    • 1. The total amount of inbound telephone calls that were received by your local authority that were answered between 9am-5pm on a Monday - Friday basis 
    • 2. The total amount of inbound telephone calls that were received by your local authority that were unanswered between 9am-5pm on a Monday - Friday basis 
    • 3. The total amount of inbound telephone calls that were received by your local authority that were answered outside of 9am-5pm on a Monday - Friday basis 
    • 4. What was the total amount of inbound telephone calls that were received by your local authority that were unanswered outside of 9am-5pm on a Monday - Friday basis 

    I would like the above information to be provided to me as an electronic copy via email. 


    Response

    Please accept my apologies for the slight delay in responding.

    All call data is generated from call records from the Community Contact Centre (CCC).

    The CCC deals with calls between the hours of 8.30 and 4.45 Monday to Friday.

    Q1 - 85,321

    Q2 - 20,128

    Our control room takes incoming calls to the council through the out of hours emergency number from the closure of the CCC until 23:30 hours each night, after this time Wellbeing receive the calls:

    Below are the numbers of calls that our team received during these hours

    Q3 - 1973

    Q4 - Information not held

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