Citizen Enquiries

Alan Stevenson made this Freedom of Information request to Fife Council

This request has been closed to new correspondence. Contact us if you think it should be reopened.

The request was successful.

Dear Fife Council,

Please could you indicate in the latest year available, the following:

(a) The number of enquiries you received from citizens
(b) The split by media type e.g. % enquiring by phone, % by web, % email, % face-to-face
(c) The nature of the enquiry e.g. council tax, refuse collection, nearest school etc.

Yours faithfully,

Mr. A. Stevenson

Fife Council

Your e-mail has been forwarded to Laura Reid in Policy & Organisational
support for her attention and response.

Thank you for contacting Fife Council.

Alison Bathgate,

Customer Services Advisor,

Contact Centre.

"Think Green" and only print this email if absolutely necessary

>>> Alan Stevenson <[FOI #31777 email]> 30/03/2010
16:27 >>>
Dear Fife Council,

Please could you indicate in the latest year available, the
following:

(a) The number of enquiries you received from citizens
(b) The split by media type e.g. % enquiring by phone, % by web, %
email, % face-to-face
(c) The nature of the enquiry e.g. council tax, refuse collection,
nearest school etc.

Yours faithfully,

Mr. A. Stevenson

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Susan-M Russell, Fife Council

Dear Alan

FREEDOM OF INFORMATION (SCOTLAND) ACT 2002 – REQUEST FOR INFORMATION

Thank you for your information request dated 30th March, 2010 and received
on 31st March, 2010, our reference:POS . This is being dealt with in
terms of the Freedom of Information (Scotland) Act 2002.

The Act allows us 20 working days to deal with your request from the date
that we received it, but we hope to provide you with the information you
are looking for at an earlier date where possible.

Yours sincerely

Susan

SM Russell

Administrative Assistant & Info Gov

Communications & Technology Team

Policy & Organisational Support

Fife Council

Fife House

North Street

Glenrothes

Fife KY7 5LT

"Think Green" and only print this email if absolutely necessary

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Susan-M Russell, Fife Council

4 Attachments

Dear Alan

FREEDOM OF INFORMATION (SCOTLAND) ACT 2002 – REQUEST FOR INFORMATION

I refer to your email dated and received on 30th March, 2010 our ref: POS
40161.

I am pleased to enclose the information you requested and trust that it
meets your requirements.

Your requested answers to the following for the latest year available
2009/2010 (01/04/09 to 31/03/2010)

(a) The number of enquiries you received from citizens

17,642,866

(b) The split by media type e.g. % enquiring by phone, % by web, %
email, % face-to-face

Phone 2,457,976

Website 14,994,718 2008/2009 still working on
2009/2010

Face to Face 190,172

No note of emails, however, 15,057 forms are submitted to
website. Customers can also sign up for job, school and facility
closures

alerts by sms text messaging. In the financial year 2008/9,
199,887 texts were sent to customer. This cuts down the need for

customers to complete an enquiry themselves and alleviates
contact and response by e-mail, telephone and face to face.

(c) The nature of the enquiry e.g. council tax, refuse collection,
nearest school etc.

See information attached for:

Breakdown of telephone calls (subtracting the internal calls
made by staff) giving various departments

with information and reasons, and breakdown of calls. Calls
answered (Enquiries) by the contact centre and other service lines.

Visits to website – various reasons. Customers can also sign
up for job, school and facility closures alerts by sms text messaging.

In the financial year 2008/9, 199,887 texts were sent to
customer. This cuts down the need for customers to complete an enquiry

themselves and alleviates contact and response by e-mail,
telephone and face to face.

Breakdown of reasons for face to face contact

I would like to draw your attention to the copyright situation in relation
to the material.

The Council holds the copyright for all of the material provided and it
may be reproduced free of charge in any format or media without requiring
specific permission. This is subject to the material not being used in a
derogatory manner or in a misleading context. The source of the material
must be acknowledged as Fife Council and the title of the document must be
included when being reproduced as part of another publication or service.

If you are not satisfied with the way we have handled your request, you
have the right to request a review of the decision. Please write to:
Chief Legal Officer, Legal Services, Performance & Organisational Support,
Fife House, North Street, Glenrothes, KY7 5LT, or e-mail to
[1][email address] within 3 calendar months of receipt of our
decision. If this fails to resolve the matter to your complete
satisfaction, you have the right to apply to the Scottish Information
Commissioner for a decision.

Yours sincerely

Susan

SM Russell

Administrative Assistant & Info Gov

Communications & Technology Team

Policy & Organisational Support

Fife Council

Fife House

North Street

Glenrothes

Fife KY7 5LT

"Think Green" and only print this email if absolutely necessary

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References

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