Customer Service Quarterly KPI Underlying Data Q2 2017-18

This provides the underlying data and volumes behind the reported performance of CSG Customer Service and presented quarterly to the Performance and Contract Management Committee.
It is recognised that the email volumes recorded do not reflect the total number of emails received by the council, as has always been the case, and includes some webforms. This does not affect the quality of the service but needs to be addressed to show the full level of email and webform contact across the council’s services.

本数据集提供了支撑 CSG 客户服务报告绩效背后的数据和规模，该数据按季度向绩效与合同管理委员会提交。众所周知，记录的电子邮件数量并不能反映委员会接收到的总电子邮件数量，这始终如此，且其中包含部分网络表单。这一情况并不影响服务质量，但仍需予以解决，以全面展示委员会各项服务中的电子邮件和网络表单接触程度。