Premature Complaints - Doncaster Council.doc

					                                                                                                                                            Appendix 1




Complaints, Compliments, Performance & Customer Satisfaction
                       Quarter 2 2009-10
1. Customer Satisfaction

The current corporate target for customer satisfaction is 90%. Customer satisfaction increased
slightly for the Contact Centre during quarter 2 (92% compared to 91% in quarter 1). Customer
satisfaction decreased slightly within the Libraries and Customer Services Centres compared to
quarter 1 although customer satisfaction continues to exceed the 90% target. The diagram shown
below provides a breakdown of customer satisfaction since April 2009. Expectation and public
perception of the services delivered by the Council is an important factor in further improving
customer satisfaction.
                                    Quarterly Customer Services Customer Satisfaction Survey 2009-10

      102.00%


      100.00%   99.40%


      98.00%

                                               96.00%
      96.00%


      94.00%
                                                                                                                                        CSC's
                                                                                                                                        Contact Centre
                                                         92.00%
      92.00%                                                                                                                            Target
                          91.00%


      90.00%              90%                             90%                          90%                         90%


      88.00%


      86.00%


      84.00%
                Quarter 1 2009-10              Quarter 2 2009-10         Quarter 3 2009-10               Quarter 4 2009-10




Customer satisfaction with the CAMC service continues to meet or exceed the 90% target and as
can be seen from the illustrated diagram below, satisfaction has improved by 3% in quarter 2.
                                                        CAMC Customer Satisfaction 2009-10

                 93.50%
                                                        93.00%
                 93.00%

                 92.50%

                 92.00%

                 91.50%

                 91.00%
                                                                                                                         Customer
                                                                                                                         Satisfaction
                 90.50%
                                90.00%
                 90.00%              90%                       90%               90%               90%                   90% Target

                 89.50%

                 89.00%

                 88.50%
                                   Quarter 1




                                                         Quarter 2




                                                                           Quarter 3




                                                                                             Quarter 4
                                    2009/10




                                                          2009/10




                                                                            2009/10




                                                                                              2009/10
                                                                                                                                                                                                                                                           0
                                                                                                                                                                                                                                                               5
                                                                                                                                                                                                                                                                   10
                                                                                                                                                                                                                                                                         15
                                                                                                                                                                                                                                                                              20
                                                                                                                                                                                                                                                                                    25
                                                                                                                                                                                                                                                                                                                                         below.
                                                                                                                                                                                                                                              Armthorpe




                                                                                                                                                                                                                                                                                   20
                                     M
                                        ex
                                                                                                                                                                                                                                            Hatfield and
                                                                                                                                                                                                                                                                                                                                                                                                                                              2. Complaints


                                           bo




                                                          10
                                                          12
                                                          14
                                                          16
                                                          18
                                                          20




                                                           0
                                                           2
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                                                           6
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                                                                                                                                         super output area.
                                          he
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                                            en                                                                                                                                                                                                Moorends




                                                                                           19 19
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                         e                   en




                                                                                                                                                                                                                                                                         12
                 E ss Ask tra
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                     in aca ern l                                                                                                                                                                                                              Tickhill
                                   r




                                                                                   17 17
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                     on                   sw
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                                                                           13 13
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                                              o




                                                                          12
                                     & rp
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                                                                      11
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                                                                                                                                                                                                                                                                                   21



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                                                                                                                                                                                                                                                                        11




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E                                     rn ds
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                                                                                                                                                                                                                                                                         12




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                              re w                    y




                                                                  9
                                 at n
              K                     N Mo
                irk                   or             o
                    S                    th r                                                                                                                                                                                              Edlington and
                                             R




                                                                  9
                       an
                                                                                                                                                                                                                                                                              17




                          da                     oa                                                                                                                                                                                        Sprotborough
                              l                       d
                                & Ha




                                                              8
                                   B          t fi
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                                        nb ld                                                                                                                                                                                               Mexborough
                                                                                                                                                                                                                                                                               19




                                                                                                   Complaints by Ward Quarter2 2009-10
                                           y




                                                              8
                                                                                                                                                                                                                                                                                         Complaints by Neighbourhood Quarter 2 2009-10




                                              D
                                                   un
                                          Th




                                                              7
                                    R          o                                                                                                                                                                                              Balby and
                                                                                                                                                                                                                                                                              18




                                      os rn
                                         si e                                                                                                                                                                                                 Hexthorpe




                                                              7
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                                     pr t o
                                        ot n                                                                                                                                                                                                Hyde Park
                                          br
                                                                                                                                                                                                                                                                    9




                                                          4
                                              ou
                                                    gh                                                                                                                                                                                     and Belle Vue




                                                          3
                                                                                                                                                                                                                                              Intake and
                                                                                                                                                                                                                                                                              17




                                                                                                                                                                                                                                               Wheatley

                                                                                                                                                                                                                                           Town Centre
                                                                                                                                                                                                                                                                        10




                                                                                                                                         The following charts provide a breakdown of the total number of complaints received by ward and
                                                                                                                                                                                                                                                                                                                                         comparison to quarter 1. A breakdown of complaints received by each neighbourhood is provided
                                                                                                                                                                                                                                                                                                                                         A total of 223 complaints were received and recorded for quarter 2, a decrease of 71 complaints in
                                                                                                                                                                                                                                                                                                                                                                                                                                                              Appendix 1
                          E0
                      E0 10
              E0 1 07
                  10 00 50
                                7         8
              E0 074 48 -B
                  10        90 1-A en




                                                          0
                                                              1
                                                                  2
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                                 a
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              07       to         an ex ey
                                                                                                                      Quarter 2 - 2009-10




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                          n
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               60 es                S        or y
          E0 6-B sac pro oug
             10 es arr tbo h
                 07 sa an ro
                     61 ca d ug
                         4         rr       C         h
                                                                                                  Complaints by LSOA Where 2 or more Complaints Were Received




                  E0 -Ba an ant
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                          07 ry
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               63 10 -C Tic
                    9- 07 on                      k
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                                                      y
                                                                                                                                                                Appendix 1
              E0
                 100
                      74
                          6
                    E0 5-
                       10 Gre
                    E0 07 ate
                       10 47 r A
                    E0 07 5-A dw




                                                 0
                                                     0.2
                                                           0.4
                                                                 0.6
                                                                       0.8
                                                                             1
                                                                                 1.2
       E0 E0 1 4 r
          10 10 00 78 mt ick
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          10 49 489 80 mth pe
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        10 52                      1 t
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                                  15 nt
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      10 075 -B ac 51 en
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E0         53 -B sac an e y
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              55 ton 40 Be tle
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                    H nd n V
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          10 2- 00 and bor gh
       E0 07 Ha 75 St oug
          10 56 tfie 59- ain h
             07 6-I ld Ar fo
                57 nta an mt rth
E0                  0- ke d S ho
                                                                                                         Quarter 2 - 2009-10




   10                                    r
     07          E0 Inta an tai pe
                     10 ke d W nfo
        58                                 r
           5- E0 075 and he th
             Ed 10 7               W atle
                lin 07 7-M h
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E0                   0            e
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     07 01 -B 07 pr ro
        61 00 es 59 otb ug
                         s 0
      E0 7-E 761 ac -R oro h
                                                                                       Complaints by LSOA Where only 1 Complaint Was Received




         10 dli 0-B arr oss ug
      E0 07 ngt aw an ing h
         10 62 on try d C to
      E0 07 7-H an an an n
         10 63 atf d S d tle
      E0 07 2-T ield pro Tic y
         10 63 ho an tbo khi
            07 8-T rne d ro ll
              64 ho a St ug
                  2- rn nd ain h
                    T e            M fo
                E0 hor an oo rth
                           ne d
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                        07 an oo nds
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                                To or s
                                  w en
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                                        en
                                          tr e
                                                                                                                                                Appendix 1
                                                                                                                                                                                                                                                                Appendix 1

The chart below provides a breakdown of the top 10 complaints for each area for quarter 2
2009-10. Housing Benefits received the most complaints for quarter 2. However, the number
of complaints received should be viewed with the knowledge that the service received more
than 6,000 new claims and approximately 22,000 changes in circumstances during quarter 2.

The Bin Service category received 23 complaints during quarter 2, this is a decrease of 12
complaints on quarter 1. The Neighbourhood West Area again received the majority of these
complaints. Childrens Services received 18 complaints, an increase of 7 during quarter 1. Of
the 18 complaints received, 6 were regarding staff and 10 were regarding service provision.

                                                                        Top 10 Complaints by Area Quarter 2 2009-10


 30

 25
                        8
                                               5
 20
                                                                                                                                                                                                                                                                          Central
                                                                        5
 15                                                                                                                                                                                                                                                                       West
                        11                     10                                                                                                                                                                                                                         East

 10                                                                     6                            3                                                  2                        2
                                                                                                                                                                                                                                                            1
                                                                                                                                6                                                                              2
                                                                                                     4                                                  4
   5                    7                      8                        7
                                                                                                                                                                                 6                             2                    4
                                                                                                                                                                                                                                                            6
                                                                                                     4                          4                       4                                                      4                    3
                                                                                                                                                                                 2
   0

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Breaches in Timescale

Complaint breaches are complaints that have not been responded to within the 10 working
day timescale. Of the 223 complaints received during quarter 2, there were 26 complaints
that breached the response timescale (11.66%). This means that in total during quarter 2
88.34% of the complaints were dealt with in timescale.The following chart provides a
comparison of complaints and breaches since April 2009.

                                                                        Comparison of Complaints Received and Breaches 2009-10

 140
                             131


 120      114                                       113



 100


                                                                             78
  80                                                                                                  73                        72


  60



  40

                                      26

  20              16
                                                              11                                                                         12
                                                                                       9
                                                                                                                  5

  0
                                 May-09




                                                                                                                                                                               Nov-09
              Apr-09




                                                         Jun-09




                                                                              Jul-09




                                                                                                         Aug-09




                                                                                                                                    Sep-09




                                                                                                                                                        Oct-09




                                                                                                                                                                                                      Dec-09




                                                                                                                                                                                                                          Jan-10




                                                                                                                                                                                                                                                   Feb-10




                                                                                                                                                                                                                                                                 Mar-10




                                                                                                     Number of Complaints Received                                                  Number of Breaches
                                                                                Appendix 1
3. Local Government Ombudsman

Premature Complaints

Premature complaints are complaints the Local Government Ombudsman (LGO) has
received that have not been dealt with by the Council. The LGO does not investigate
premature complaints but asks the Council to do so through its own corporate complaints
procedure.

During quarter 2 2009-10, there were 12 premature complaints received (5 more than in
quarter 1). The following table provides the details.

Date                        Area                      Nature
06.07.09                    Thorne                    Trees
09.07.09                    Conisbrough               Alleygates
17.07.09                    Askern                    Housing Repairs (SLHD)
21.07.09                    Kirk Sandall              Planning Permission
22.07.09                    Conisbrough               Decent Homes Works (SLHD)
27.07.09                    Conisbrough               Planning Application
29.07.09                    Norton                    Ownership of land
03.08.09                    Adwick                    Decent Homes Works (SLHD)
10.08.09                    Isle of Wight             Planning Application
25.08.09                    Town Centre               Skills Payments
26.08.09                    Campsall                  Waste Recycling
18.09.09                    Bentley                   Housing Benefits

Investigative Complaints

Investigative Ombudsman complaints are complaints that the LGO has received when the
complaint has already been considered through the council’s complaints procedure and the
customer is not happy with the outcome.

During quarter 2 2009-10, there were 12 investigative complaints received (4 less than
quarter 1). 3 complaints were determined as Ombudsmans Discretion, 6 have not yet been
determined, 2 were determined as Local Settlement and 1 was closed with no or insufficient
evidence of maladministration. 6 of these complaints were recorded against St. Leger Homes
of Doncaster.

During quarter 2 there were no reports of maladministration against the Council by the LGO.
The table below provides details of the LGO investigative complaints received during quarter
2, 2009-10.

Date Received    Area               Nature                    Determination
02.07.09         Edlington          Housing Repairs           Local Settlement
13.07.09         Rossington         Housing Repairs           Local Settlement
15.07.09         Balby              Special Educational       Not yet determined
                                    Needs
21.07.09         Balby              Decent Homes Works        No maladministration

22.07.09         Barnburgh          School Admissions         Ombudsman’s Discretion

03.08.09         Hatfield           Planning - Modification   Ombudsman’s Discretion
                                    Order – Peat Extraction
10.08.09         Woodlands          Re-housing                Ombudsman;s Discretion
                                                                                                                                                      Appendix 1
12.08.09          Cantley                                       Anti Social Behaviour                                               Not yet determined
04.09.09          Rossington                                    Housing Allocation                                                  Not yet determined
17.09.09          Town Centre                                   Planning Application                                                Not yet determined
28.09.09          Balby                                         Adaptations                                                         Not yet determined
29.09.09          Cantley                                       Decent Homes Works                                                  Not yet determined

4. Compliments

116 compliments were received and recorded in quarter 2, a slight decrease on quarter 1
when 138 were recorded. Staff in the Neighbourhood Teams and other front-line service
areas continue to receive the majority of compliments from customers. Compliments for staff
in Customer Services and Adult Services remain fairly consistent. The following chart
provides a breakdown on compliments received by service area.
                                                        Compliments Received Quarter 2 2009-10

             50
                                                                      46
             45

             40

             35                                                                                                 32

             30
                                       26
             25

             20

             15
                                                                                                                                              8
             10
                                                         3
              5
                    1
                                                                                    0               0                                                             0
              0




                                                                                                                                                              Development &
                                                         SSSC
                  Childrens Services




                                                                                                                Customer Services
                                                                                    Finance
                                                                    Neighbourhood




                                                                                              Performance and




                                                                                                                                         Trading Facilities
                                       Adult Services




                                                                                                Improvement




                                                                                                                                                                Planning
                                                                                                  People &
                                                                        Teams




5. Freedom of Information Requests

184 FOI requests were received for quarter 2, compared to 126 for Quarter 1 (an increase of
46%). Again most of the requests received were for Neighbourhoods and Communities, in
particular, Stronger and Sustainable Communities (SSSC). This reflects the range of
services provided within this service area. Childrens Services and Finance also received a
comparatively high number of requests (32 and 31 respectively).

Of the 184 requests received during quarter 2, 25 were known to be from the press,
compared to 27 during quarter 1.

94.02% of the requests received were dealt with in timescale, which is an improvement on
quarter 1, however considering that the number of requests received increased dramatically,
the improved response times show greater compliance with the Act across the Council.

The following chart provides a breakdown of FOI requests received and breaches during
quarter 2 by service area.
                                                                                                                                                                                                                                                                                                                                                                                                                                          Appendix 1
                                                                                                                                             FOI Requests & Breaches Quarter 2 2009-10

               40
                                                                                                                           36
               35       32                                                                                                                                                                                                                                                            31
               30

               25
                                                                                                                                                                         19
               20

               15                                                                                                                                                                                                                                                                                                                                                                                           13
                                              9                                                                                                   10                                                                                                    8
               10
                                                                     5                                                                                                                                                                                                                                                                                                                     6
                             3                                                               3                                                              3                                                                                                                                                                       3                                                                                                     3
               5                                                                                                                                                                                                                                                                                                 2                                                                                                                                2 1
                                                  1                         1                                                    1                                                                     2                                                                                                                                                                                                                 1
                                                                                                          0                                                                           0                                 0                0 0                         0                      0                        0                         0                0 0                            0                                              0
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6. Performance - Contact Centre, Switchboard & Corporate Alarm Monitoring Centre

The current corporate target for answering telephone calls is 80% within 20 seconds.

During quarter 2 the Contact Centre received 65,000 calls compared to 56,000 during
Quarter 1 and on average answered 78.53% of these calls within 20 seconds compared to
84.88% during quarter 1. The decline in response times during quarter 2 was a direct result
of a sudden increase in calls about the new bin calendar distributed across the borough
towards the end of September. As stated in the report, the full effect of this will be reflected in
the report for quarter 3 and please be assured that all is back to normal now with
performance over 90%.

During quarter 2 the Switchboard received 78,883 calls, a slight increase on quarter 1
(77,707). The average time taken to answer calls within the 20 second target has improved
to 86.72% in quarter 2 compared to 84.88% in quarter 1. The Switchboard continues to
exceed the 80% target for answering calls which assists in maintaining good customer
satisfaction levels. The following diagrams show how the Contact Centre and Switchboard
have performed against the 80% target since April 2009.
                                                                                                                                                                         Contact Centre Totals 2009-10

                        7000


                        6000


                        5000


                        4000


                        3000


                        2000


                        1000


                             0
                                 05/04/2009


                                                  19/04/2009


                                                               03/05/2009


                                                                                17/05/2009


                                                                                             31/05/2009


                                                                                                              14/06/2009


                                                                                                                                28/06/2009


                                                                                                                                               12/07/2009


                                                                                                                                                            26/07/2009


                                                                                                                                                                         09/08/2009


                                                                                                                                                                                          23/08/2009


                                                                                                                                                                                                           06/09/2009


                                                                                                                                                                                                                            20/09/2009


                                                                                                                                                                                                                                           04/10/2009


                                                                                                                                                                                                                                                        18/10/2009


                                                                                                                                                                                                                                                                         01/11/2009


                                                                                                                                                                                                                                                                                       15/11/2009


                                                                                                                                                                                                                                                                                                    29/11/2009


                                                                                                                                                                                                                                                                                                                     13/12/2009


                                                                                                                                                                                                                                                                                                                                  27/12/2009


                                                                                                                                                                                                                                                                                                                                                   10/01/2010


                                                                                                                                                                                                                                                                                                                                                                 24/01/2010


                                                                                                                                                                                                                                                                                                                                                                              07/02/2010


                                                                                                                                                                                                                                                                                                                                                                                               21/02/2010


                                                                                                                                                                                                                                                                                                                                                                                                            07/03/2010


                                                                                                                                                                                                                                                                                                                                                                                                                             21/03/2010




                                                                                                                                                                                          Total Calls Answered
                                                                                                                                                                                          Number Answered within 20 Seconds
                                                                                                                                                                                          Target to be answered within 20 Seconds
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  Appendix 1
                                                                                                                                                                                                                                                                                               Switchboard Calls 2009-2010

        8000


        7000


        6000


        5000


        4000


        3000


        2000


        1000


          0
                   05/04/2009
                                    12/04/2009
                                                 19/04/2009
                                                                 26/04/2009
                                                                              03/05/2009
                                                                                              10/05/2009
                                                                                                           17/05/2009
                                                                                                                          24/05/2009
                                                                                                                                       31/05/2009
                                                                                                                                                      07/06/2009
                                                                                                                                                                   14/06/2009
                                                                                                                                                                                  21/06/2009
                                                                                                                                                                                               28/06/2009
                                                                                                                                                                                                              05/07/2009
                                                                                                                                                                                                                           12/07/2009
                                                                                                                                                                                                                                         19/07/2009
                                                                                                                                                                                                                                                      26/07/2009
                                                                                                                                                                                                                                                                    02/08/2009
                                                                                                                                                                                                                                                                                 09/08/2009
                                                                                                                                                                                                                                                                                              16/08/2009
                                                                                                                                                                                                                                                                                                           23/08/2009
                                                                                                                                                                                                                                                                                                                        30/08/2009
                                                                                                                                                                                                                                                                                                                                     06/09/2009
                                                                                                                                                                                                                                                                                                                                                  13/09/2009
                                                                                                                                                                                                                                                                                                                                                               20/09/2009
                                                                                                                                                                                                                                                                                                                                                                            27/09/2009
                                                                                                                                                                                                                                                                                                                                                                                         04/10/2009
                                                                                                                                                                                                                                                                                                                                                                                                      11/10/2009
                                                                                                                                                                                                                                                                                                                                                                                                                   18/10/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                25/10/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                             01/11/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                          08/11/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                        15/11/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     22/11/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   29/11/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                06/12/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              13/12/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           20/12/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         2712/2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     03/01/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    10/01/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 17/01/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                24/01/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             31/01/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             07/02/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          14/02/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          21/02/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       28/02/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       07/03/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    14/03/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    21/03/2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 28/03/2010
                                                                                                                                                                                                                                                                                                       Total Calls Answered
                                                                                                                                                                                                                                                                                                       Actual Calls Answered in 20 Seconds
                                                                                                                                                                                                                                                                                                       Target Number To Be Answered in 20 Seconds




The Corporate Alarm Monitoring Centre (CAMC) service is provided by Doncaster Council to
help people live safely in their own home. The service is for elderly and vulnerable adults
living in Doncaster regardless of whether their accommodation is private, rented or owner
occupied. CAMC also take emergency alarm calls and also provide an out of hours service
for St. Leger Homes and other council services.

During quarter 2, CAMC received 49,697 emergency alarm calls and answered 89.2% of
these within 20 seconds. The number of calls received during quarter 2 increased by more
than 3,000 compared to quarter 1, and the percentage responded to within 20 seconds
increased by 1%.Calls received for the out of hours emergency repairs calls on behalf of St.
Leger Homes (SLHD) totalled 2880 for quarter 2 (compared to 3270 for quarter 1) and on
average 83.79% of these calls were answered within 20 seconds (compared to 85.17% for
quarter 1).

There has been a slight increase in the number of calls taken by CAMC on behalf of other
Councils services, 5210 calls were received for quarter 2, compared to 4926 for quarter 1.
98% of these calls were responded to within 20 seconds, which is a slight decrease
compared to quarter 1 (99%). The following three diagrams overleaf show how CAMC have
performed against their targets since April 2009.
                                                                                                                                                                                                                                                                                                           CAMC Alarm Calls 2009-10

         7000



         6000



         5000



         4000



         3000



         2000



         1000



               0
                                05/04/2009


                                                              19/04/2009


                                                                                           03/05/2009


                                                                                                                        17/05/2009


                                                                                                                                                    31/05/2009


                                                                                                                                                                                14/06/2009


                                                                                                                                                                                                            28/06/2009


                                                                                                                                                                                                                                        12/07/2009


                                                                                                                                                                                                                                                                   26/07/2009


                                                                                                                                                                                                                                                                                              09/08/2009


                                                                                                                                                                                                                                                                                                                        23/08/2009


                                                                                                                                                                                                                                                                                                                                                  06/09/2009


                                                                                                                                                                                                                                                                                                                                                                            20/09/2009


                                                                                                                                                                                                                                                                                                                                                                                                      04/10/2009


                                                                                                                                                                                                                                                                                                                                                                                                                                18/10/2009


                                                                                                                                                                                                                                                                                                                                                                                                                                                           01/11/2009


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      15/11/2009


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 29/11/2009


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            13/12/2009


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       27/12/2009


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   10/01/2010


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                24/01/2010


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             07/02/2010


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          21/02/2010


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       07/03/2010


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     21/03/2010




                                                                                                                                                                                                               No. CALLS ANSWERED                                                                                                                              NUMBER ANSWERED IN 20 SEC                                                                                                                                                                 TARGET 80%
                                                                                                                                                                                                                                                                                                                                                                                Appendix 1
                                                                                                                                              SLHD Out of Hours Calls 2009-10

       400


       350


       300


       250


       200


       150


       100


        50


         0
               05/04/2009


                              19/04/2009


                                             03/05/2009


                                                            17/05/2009


                                                                          31/05/2009


                                                                                        14/06/2009


                                                                                                      28/06/2009


                                                                                                                    12/07/2009


                                                                                                                                 26/07/2009


                                                                                                                                              09/08/2009


                                                                                                                                                            23/08/2009


                                                                                                                                                                         06/09/2009


                                                                                                                                                                                        20/09/2009


                                                                                                                                                                                                     04/10/2009


                                                                                                                                                                                                                  18/10/2009


                                                                                                                                                                                                                               01/11/2009


                                                                                                                                                                                                                                            15/11/2009


                                                                                                                                                                                                                                                          29/11/2009


                                                                                                                                                                                                                                                                        13/12/2009


                                                                                                                                                                                                                                                                                        27/12/2009


                                                                                                                                                                                                                                                                                                      10/01/2010


                                                                                                                                                                                                                                                                                                                    24/01/2010


                                                                                                                                                                                                                                                                                                                                   07/02/2010


                                                                                                                                                                                                                                                                                                                                                  21/02/2010


                                                                                                                                                                                                                                                                                                                                                                 07/03/2010


                                                                                                                                                                                                                                                                                                                                                                                 21/03/2010
                                                                                                            No. CALLS ANSWERED                                                        NUMBER ANSWERED IN 20 SEC                                                                      TARGET 80%




                                                                                                                                                           Other CAMC Calls 2009-10

       600




       500




       400




       300




       200




       100




        0
             05/04/2009


                            19/04/2009


                                           03/05/2009


                                                          17/05/2009


                                                                         31/05/2009


                                                                                       14/06/2009


                                                                                                     28/06/2009


                                                                                                                   12/07/2009


                                                                                                                                 26/07/2009


                                                                                                                                              09/08/2009


                                                                                                                                                            23/08/2009


                                                                                                                                                                         06/09/2009


                                                                                                                                                                                        20/09/2009


                                                                                                                                                                                                     04/10/2009


                                                                                                                                                                                                                  18/10/2009


                                                                                                                                                                                                                               01/11/2009


                                                                                                                                                                                                                                             15/11/2009


                                                                                                                                                                                                                                                           29/11/2009


                                                                                                                                                                                                                                                                         13/12/2009


                                                                                                                                                                                                                                                                                         27/12/2009


                                                                                                                                                                                                                                                                                                       10/01/2010


                                                                                                                                                                                                                                                                                                                      24/01/2010


                                                                                                                                                                                                                                                                                                                                     07/02/2010


                                                                                                                                                                                                                                                                                                                                                    21/02/2010


                                                                                                                                                                                                                                                                                                                                                                   07/03/2010


                                                                                                                                                                                                                                                                                                                                                                                    21/03/2010




                                                                                                           No. CALLS ANSWERED                                                         NUMBER ANSWERED IN 20 SEC                                                                       TARGET 80%




7. Performance – Libraries

Following a request from the Chair and Deputy Chair of the Overview & Scrutiny
Management Committee, performance information for Libraries will now be included in this
quarterly report. The following diagram provides a comparison of the footfall for the Libraries
for quarters 1 and 2 (April to September) 2009-10.

The number of customers visiting the Council’s Libraries and Receptions during quarter 1
totalled just over 323,000 and for quarter 2 the total figure was 305,000.

A number of initiatives have been introduced in a bid to increase Library usage and more are
planned. The initiatives so far include:

      New Book Clubs, including a Junior Book Club.
      First Choice and 6 Book Challenge for people with learning difficulties.
                                                                                       Appendix 1
         A programme of events including Author Talks, Archives Open Day, children's
          activities and the Summer Reading Challenge.
         Promotion of all services through internal and external venues, including attendance
          at events and via other communication channels.
         Websites and events calendar online updated regularly.
         Refugee Reach sessions to develop skills in English language.
         Programme of Get Online Myguide free computer sessions.
         Increased partnership working with others, for example, Children's University Family
          Learning Module, Fulfilling their Potential work with Young People, PCT, schools and
          excluded/at risk groups.
         The integration of branch libraries into the neighbourhood model.

As can be seen from the chart below there are increases in footfall for many sites, this trend
is being monitored very closely and it is hoped that future initiatives will continue this
increase.

                                                                                                                             Library Footfall Comparisons Quarter 1 & 2 2009-10
                                                                                                                                                                           33077




       35000
                                                                                                                                                                   29871




       30000



       25000




                                                                                                                                                                                                                                                                                                                                      21467
                    19114




                                                                                                                                                                                                                                                                                                                              19900
                                                                                                                                                                                                                                  17281




       20000
                            19113




                                                                                                                                                                                                                                          16115
                                                                                                                                                                                   16226
                                                                                                                                             14976
                                                                                                                                     13528




                                                                                                                                                                                      12302




       15000
                                                                                                                         11871
                                                                                                                                 11575




                                                                                                                                                                                                                                                                                                                                                                             11352
                                                             11089




                                                                                                                                                                                                                                                                                               10360
                                                                                                                                                                                                                                                                       10102




                                                                                                                                                                                                                                                                                                                                                                      9840
                                                          9276




                                                                                                                                                                                                                                                                                                                                                 9627




                                                                                                                                                                                                                                                                                                                                                                                             9528
                                                                                                                                                                                                                                                                9478
                                                                                                        9154
                                                                            8596
                                                   7802




                                                                                                                                                                                                                                                                                        8427




       10000
                                                                                                                                                                                                                                                                                                                       7756
                                                                     8113
                                     6943




                                                                                                                                                                                                                           7407




                                                                                                                                                                                                                                                                                                                                                                                               7401
                                                                                                 7775
                                                                                          7297




                                                                                                                                                                                                                                                                                                                                          7503
                                                                                                                                                                                                                    7305




                                                                                                                                                                                                                                                                                                                                                               6967
                                                                                                                                                                                                                                                                                                                7240




                                                                                                                                                                                                                                                                                                                                                                                                                 6523
                                            6732




                                                                                                                                                                                                                   6731
                                                                                                                                                                                                            6121
                              6089




                                                                                   5858




                                                                                                                                                                                                     5383




                                                                                                                                                                                                                                                                                                                                                        5698
                                                                                                                                                            4196
                                                                                                                      3934
                                                                                                               4050




                                                                                                                                                                                              4734




                                                                                                                                                                                                                                                                                                                                                                                                        4535
                                                                                                                                                                                                                                                                                                                                                                                                      4807

                                                                                                                                                                                                                                                                                                                                                                                                               4745
                                                                                                                                                                                                                                                                                                         3611
                                                                                                                                                     3442




                                                                                                                                                                                                                                                                                                  3323
                                                                                                                                                                                                                                                                                      3462
                                                                                                                                                                                                                                                         2836




       5000
                                                                                                                                                                                                                                                  3102




                                                                                                                                                                                                                                                                                                                                                                                      2447
                                                                                                                                                                                                                                                                                                                                                                               2719
                                                                                                                                                                                                                                                                               2380




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                                                                                                                                                                                                       Quarter 1 Footfall                                                      Quarter 2 Footfall

				
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