FOI Request - Council Website and Online Services

Request 101003530871

I request the following information that covers the timeframe, 1st January 2023 - 31st December 2023.

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?

Response 15-04-2024

1. There were 1,787,195 user/citizen visits to the web site, and 151,346 user logins to the online services portal, between 1st January 2023 and 31st December 2023.

2. Not held. Information that is not held falls under Section 17 of the Freedom of Information (Scotland) Act 2002 - Information not held.

3. The average wait time for phone calls between 1st January 2023 and 31st December  2023 was 1 min 38 secs

4. The only metric held is in relation to electronic forms that came in to the Council’s CRM system – 86.9% of these were answered within 48 working hours.

5. Not held. Information that is not held falls under Section 17 of the Freedom of Information (Scotland) Act 2002 - Information not held.

6. There were 4 downtime incidents in the given timeframe; average downtime duration was 1.5 minutes.

7. Not held. Information that is not held falls under Section 17 of the Freedom of Information (Scotland) Act 2002 - Information not held.