Customer Service Quarterly KPI Underlying Data Q3 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.本数据集涵盖CSG客户服务（CSG Customer Service）对外披露的服务表现所依托的底层数据与业务量统计信息，且按季度呈报至绩效与合同管理委员会（Performance and Contract Management Committee）。 需说明的是，所记录的电子邮件业务量并未完全反映该机构实际收到的电子邮件总数，此情况始终存在，且统计数据中包含部分网络表单（webforms）。该情况不会影响服务质量，但仍需优化统计方式，以全面呈现该机构各项服务所接收的电子邮件与网络表单交互总量。