Customer Service Quarterly KPI Underlying Data Q3 2015-16

London Borough of Barnet's dataset provides the underlying data for quarterly performance reports on its Customer Service Group (CSG). The data includes volumes for calls, emails, and webforms, which are used to monitor KPIs presented to the Performance and Contract Management Committee. Email and webform volumes are noted as incomplete, not reflecting total council contact, but the data is still used for service quality assessment.

Use Cases

• Monitoring call center performance metrics based on telephony data
• Analyzing complaint trends and volumes for service improvement
• Assessing the completeness of digital contact channels (email and webforms) for reporting
• Preparing quarterly performance reports for committee oversight

Strengths

• Data is used for formal quarterly performance reporting to a governance committee, indicating an official use case.
• The dataset is hosted on multiple open data platforms (uk_data, eu_open_data), suggesting recognized public interest.

Limitations

• Critical metadata is missing: column names, row counts, and file formats are unknown, hindering detailed analysis.
• The description explicitly states email volumes do not reflect total council emails received, indicating a known data coverage gap.
• There is a significant conflict in 'last updated' dates between sources (2016 vs. 2026), casting doubt on data currency.

Provenance

Source

London Borough of Barnet, likely from its Customer Service Group (CSG) operations.

Collection Method

Likely collected as part of routine customer service operations and performance monitoring, possibly by contractor Capita.

Time Range

Q3 of the 2015-16 financial year.

Freshness

Last updated dates conflict: 2016-06-27 on eu_open_data and 2026-04-29 on uk_data.

Geography

London Borough of Barnet, United Kingdom.