Quarterly performance data for the London Borough of Barnet's Customer Service Group, presented to the Performance and Contract Management Committee. The dataset includes underlying volumes for calls, complaints, and telephony, with noted caveats on email and webform recording.
Use Cases
- Analyze call volume trends against complaint categories to identify service pressure points.
- Benchmark telephony performance KPIs across quarterly periods from 2019 to 2020.
- Investigate the relationship between recorded email/webform volumes and complaint data.
Strengths
- Data is presented quarterly to a formal Performance and Contract Management Committee, indicating structured reporting.
- Covers multiple service channels including Calls, Complaints, and Telephony as indicated by the tags.
- Explicitly documents a known data boundary regarding email and webform volumes, aiding interpretation.
Limitations
- Email volumes do not reflect total council emails received, limiting completeness for that channel.
- Sample data and specific column definitions are unavailable, hindering immediate analysis.
- The raw description indicates the data scope 'needs to be addressed', suggesting known gaps.
Provenance
- Source
- London Borough of Barnet
- Collection Method
- Underlying data and volumes behind reported customer service performance.
- Time Range
- 2019-2020
- Freshness
- null
- Geography
- London Borough of Barnet, UK