Customer Service Quarterly KPI Underlying Data 2019-20

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.