UK National Archives Contact Centre Call Volumes for 2019-20

National Archives data details the number of calls received and answered by its public and staff Contact Centre during the 2018-19 and 2019-20 periods. The dataset is provided by the Government Digital Service as supplementary transparency information beyond standard commitments. It is available as an Excel file under a CC-BY-4.0 license.

Use Cases

• Analyze call volume trends and service demand based on the reported number of calls received and answered.
• Benchmark public inquiry handling efficiency based on the described First Point of Contact (FPoC) function.
• Study referral patterns to other institutions and archives based on the Contact Centre's described role.
• Assess supplementary government transparency data based on the description of its purpose.

Strengths

• Provides specific data for two fiscal years: 2018-19 and 2019-20.
• Published by an authoritative government source, the Government Digital Service.
• Released under a permissive CC-BY-4.0 license for reuse.

Limitations

• Column-level documentation is absent; field semantics must be inferred after download.
• Row count is unknown, which may limit suitability assessment.
• Last update date is unknown; freshness unverified.

Provenance

Source

Government Digital Service

Collection Method

Likely collected from the National Archives Contact Centre's operational records.

Time Range

2018-19 and 2019-20 fiscal years

Freshness

Covers data up to the 2019-20 period; last update date is unknown.

Geography

Likely United Kingdom, given the source is the UK National Archives.