Underlying data and volumes behind reported performance for the CSG Customer Service, presented quarterly to a performance committee. The dataset includes metrics on calls, complaints, and telephony, though recorded email volumes do not reflect total council email receipts. Organization is the London Borough of Barnet.
Use Cases
- Analyze call volume trends against complaint metrics to assess service performance
- Correlate telephony data with complaint categories to identify operational pain points
- Benchmark quarterly KPI performance using the underlying volume data for committee reporting
Strengths
- Data is used for formal quarterly reporting to a Performance and Contract Management Committee
- Includes multiple performance dimensions such as Calls, Complaints, and Telephony
Limitations
- Email volume metrics are acknowledged as incomplete, excluding some council emails and including webforms
- Temporal coverage is limited to a single quarter (Q3 2017-18)
Provenance
- Source
- London Borough of Barnet
- Collection Method
- null
- Time Range
- Q3 2017-18
- Freshness
- null
- Geography
- London Borough of Barnet, UK