Call MI from 1/1 - present

J Simpson made this Freedom of Information request to Student Awards Agency for Scotland

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Student Awards Agency for Scotland,

Can you please provide a breakdown for calls received on all public enquiry lines for SaaS.

I require:
Total number of calls received by day
Average wait time of calls by day
Average talk time of calls by day
Total number of calls by day where the talk time was less than 5 seconds
Maximum number of agents logged on to take calls each day

I require this information from 1 January 2011 until now
If possible, can you please split this information by the telephone number the call was received on and the intended purpose of each number.

Yours faithfully,

James Simpson

Student Awards Agency for Scotland

Thank you for your email requesting information under the Freedom of
Information (Scotland) Act. A response will be issued within the next 20
working days.

Please note that if your email is not a FOI request it will be forwarded
to our General Enquiry Unit to deal with appropriately.

SAAS Chief Executive's Office,
Gyleview House
3 Redheughs Rigg
Edinburgh
EH12 9HH

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Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

Student Awards Agency for Scotland

Dear Mr Simpson

Thank you for your email of 29th August requesting information under the
Freedom of Information (Scotland) Act. A response will be issued within
the next 20 working days.

Yours sincerely

CATHERINE MCLEAN
Office Administrator
SAAS
Gyleview House
3 Redheughs Rigg
Edinburgh
EH12 9HH

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Student Awards Agency for Scotland

1 Attachment

Dear Mr Simpson,

Please find attached our response to your email dated 29 August from
Audrey Heatlie, Customer Services Manager.  Should you require any further
information please do not hesitate to contact us.

Kind regards,

Nicky Millar

<<RAG 3464 - Final Reply.doc>>

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Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

Dear Student Awards Agency for Scotland,

I am concerned that the information provided to me is

1. Not the full information I requested. The response states that the information is not held in the format requested - does this mean that the data is not held or that you are unable to break it down into the DDI (number on which the call was presented)

2. potentially inaccurate - the figures do not reflect the anecdotal data available to me, particularly the avg wait time.

Could you please review this information to ensure accuracy and provide all information requested, or state which information is not available.

Yours faithfully,

J Simpson

Student Awards Agency for Scotland

1 Attachment

Dear Mr Simpson,

Please accept our apologies for the delay in replying. Please find attached our response to your email below from Tracey Slaven, Chief Executive.

Kind regards,

Nicky Millar

Nicky Millar
BSU Office Manager
SAAS - Business Support Unit
Tel: 0131 244 5924

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