EU Settlement Resolution Centre - performance metrics - follow up

The request was successful.

Dear Home Office,
In December 2019 I requested a list of call centre performance metrics routinely monitored and recorded for inbound and outbound calls to and from the EU Settlement Resolution Centre.
(Case Reference: 56743)
You refused my request under Section 22 of the FOI Act stating: "Publication before the planned date, in response to individual FOI requests, would undermine the Home Office pre-planned publication procedures and its ability to use staff resources in a way that avoids undermining reasonable publication timetables."

No publication of the requested information has taken place since. This delay in publication is not acceptable and I argue that in this case Section 22 is not applicable as a further delay is not reasonable in the circumstances. See ICO Freedom of Information Act 2000 Decision Note: Reference: FS50121803 (https://ico.org.uk/media/action-weve-tak...)

I therefore request the a list of call centre performance metrics and the actual performance against these for the latest full month(s) in any date format available.

Yours faithfully,

Axel Antoni

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FOI Requests, Home Office

Dear Mr Antoni,

Thank you for contacting the Home Office with your request.

This has been assigned to a caseworker (case ref 65241). We will aim to send you a full response by 23/08/2021 which is twenty working days from the date we received your request.

If you have any questions then please do not hesitate to contact us.

Thank you,

P. Zebedee
FOI Requests
Home Office

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FOI Responses, Home Office

3 Attachments

 

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Dear Mr Antoni,

 

Please find attached a letter in response to your FOI request of 22 July.

 

Yours sincerely

 

K Wells

CCT FOI

Customer Performance and Improvement

 

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Dear Home Office,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Home Office's handling of my FOI request 'EU Settlement Resolution Centre - performance metrics - follow up'. (FOI Reference: 65241)

You state that the Settlement Resolution Centre does not operate on a call centre model and as such you do not have set performance metrics for your call agents. Call agent metrics were only part of my enquiry though. I would like to understand which call metrics you monitor. Could you please confirm of the below which metrics you monitor:

1) Talk Time - (Talk time for call A + Talk time for call B + Talk time for call C +...+ Talk time for call N)/Total number of calls completed
2) Call Volume - Total number of calls handled in a given time period
3) On-Hold Time - (Hold time for call A + Hold time for call B + Hold time for call C +...+ Hold time for call N)/Total number of calls put on hold
4) Call Completion Rate - Successfully connected calls[within the hour, day, month]/Total number of attempted calls[within the hour, day, month]
5) Call Abandonment - Abandoned Calls / Total Incoming Calls
6) Average Handle Time - Average Talk Time + After Call Work

I am also very surprised by your response as your refusal to my original request (Case Reference: 56743) indicated that you do hold such call centre metrics and that you were to publish these in the future. Which is contradicting the response to this request. It can't be both.

Thus, I am repeating my request for the list of call centre performance metrics, in view of the above list of six and beyond, and the actual performance against those available for the latest full month(s) in any date format available.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/e...

Yours faithfully,

Axel Antoni

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FOI Requests, Home Office

Dear Mr Antoni,

Thank you for contacting the Home Office with your request for an Internal Review of FoI case ref 65241.

This has been assigned to a caseworker who will aim to send you a full response by 07/09/2021 which is twenty working days from the date we received your request.

If you have any questions then please do not hesitate to contact us.

Thank you,

P. Zebedee
FOI Requests
Home Office

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Dear FOI Requests,
Please provide me with an update on the internal review for case ref 65241. This is now overdue.

Yours sincerely,

Axel Antoni

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Dear Home Office,
please provide me with an update on where the case (ref 65241) stands, why it is delayed, and when I can expect a reply to my internal review request.

Yours faithfully,

Axel Antoni

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FOI Responses, Home Office

Dear Mr Antoni,

Thank you for your email. At the review stage I am investigating the original handling and response to identify if the original response was correct. Unfortunately we have not completed this work within 20 working days as it has been more complex. I can assure you I am working on the case and I apologise for the delay in responding.

Kind regards
S.Burgues
Information Rights Team

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Dear Home Office,
this request for internal review is now 40 working days old. Please provide me with an update on what is causing the delay and a specific date the response is scheduled for.

Yours faithfully,

Axel Antoni

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Dear Home Office,
Please provide me with an update on this request (case ref 65241) as this is now over 40 working days old.

If I do not receive a reply by October 12th, 2021 I will have no other option but to refer this request to the ICO.

Yours faithfully,

Axel Antoni

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Dear Home Office,
I have now referred this request to ICO due to the delay in your response.
Yours faithfully,

Axel Antoni

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FOI Responses, Home Office

1 Attachment

 

 

Dear Mr Antoni,

 

Please see the attached in relation to your request for an internal review
in response to your Freedom of Information request.

 

 

S Burgues

Information Rights Team

 

 

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Dear Home Office,
thank you for your reply and request for clarification.
Please provide me with the latest 12 months available by month for the below:
2) Call Volume - Total number of calls handled in a given time period
This information is held. Please provide a time period.
3) On-Hold Time - (Hold time for call A + Hold time for call B + Hold time for
call C +...+ Hold time for call N)/Total number of calls put on hold
Can you please clarify what you mean by ‘on hold’ time and provide a time
period.
4) Call Completion Rate - Successfully connected calls [within the hour, day,
month]/Total number of attempted calls [within the hour, day, month]
Calls attempted and calls answered are recorded. Please provide a specific start
and end date and time period.
5) Call Abandonment - Abandoned Calls / Total Incoming Calls
This information is held. Please provide a time period.
6) Average Handle Time - Average Talk Time + After Call Work
The average length of time for calls is held but not time spent after the call as
that may be linked to issues other than the call itself. Please note, as per 1, we
do not hold the length for each individual call.

Regarding point 3) I am referring to the average time it takes from the call connecting to the time answered by a call handler.
Regarding point 6) please provide average length of time for calls.

Yours faithfully,

Axel Antoni

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FOI Requests, Home Office

Dear Mr Antoni,

Thank you for contacting the Home Office with your request.

This has been assigned to a caseworker (case ref 66645). We will aim to send you a full response by 24/11/2021 which is twenty working days from the date we received your request.

If you have any questions then please do not hesitate to contact us.

Thank you,

P. Zebedee
FOI Requests
Home Office

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Dear FOI Requests,

This request (case ref 66645) is now overdue despite you assuring me in your internal review (case ref 65241) that you do hold the data and you will share it with me.

Please provide me with an update on the estimated time line for this request.

Yours sincerely,

Axel Antoni

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Dear Home Office,
Sorry, I realised that I mixed up my diary dates and the request is not overdue.

Sorry for chasing up prematurely.

Yours faithfully,

Axel Antoni

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FOI Requests, Home Office

Dear Axel Antoni,

Thank you for contacting the Home Office. FOI case ref 66645 is not due until 24/11/2021. I have notified the business area dealing with your request of your email.

Regards

N McKenzie
Home Office

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Dear FOI Requests,
This request (case ref 66645) is overdue now despite you assuring me in your internal review (case ref 65241) that you do hold the data and you will share it with me.

Please provide me with an update on the estimated time line for this request.

Yours sincerely,

Axel Antoni

FOI Requests, Home Office

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FOI Responses, Home Office

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Dear Mr Antoni,

 

Thank you for your further e-mail of 25 November, in which you ask for an
update of your FOI request of the 27 October.  Your request is being
handled as a request for information under the Freedom of Information Act
2000 (FOIA).

 

I regret that we are unable to send you a full response to your request
within 20 working days, as required by the FOIA.  This is because we are
carrying out further enquires on the data you requested about calls made
to the EU Resolution Centre .  I would like to apologise on behalf of the
Department for this delay, but I can assure you that we are dealing with
your request and we will send you a full reply as soon as we can.

 

 

Yours sincerely

 

CCT FOI

Central Operations

 

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FOI Responses, Home Office

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Dear Mr Antoni,

 

Please find attached a letter in response to your FOI request of 27
October.

 

Yours sincerely

 

CCT FOI

Central Operations

 

 

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Dear Home Office,
thank you very much for the data. Could you please confirm that the data sent relates to periods between November 2020 and October 2021. This is not clear from the Annex.

Yours faithfully,

Axel Antoni

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FOI Requests, Home Office

Axel Antoni,

Thank you for contacting the Home Office with your request.

This has been assigned to a caseworker (case ref 67305). We will aim to send you a full response by 05/01/2022 which is twenty working days from the date we received your request.

If you have any questions then please do not hesitate to contact us.

Thank you,

P. Zebedee
FOI Requests
Home Office

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Dear FOI Requests,
Thank you for your quick response. This is not a new request but a request for clarification on data (time period) you have provided me with. I am expecting this clarification in line with my previous request (case ref 66645) - not as a new FOI request.

Yours sincerely,

Axel Antoni

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FOI Requests, Home Office

Dear Mr Antoni,

In response to your previous FoI request we sought clarification and susequently closed it. Now that you have provided us with this clarity, we are treating your latest correspondence as a new request dated 2 December 2021 and have logged it as such.

Regards,

P. Zebedee
FOI Requests
Home Office

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FOI Requests, Home Office

Dear Mr Antoni,

Please be aware that we will now be processing your correspondence outside the provisions of the Freedom of Information Act and handling it as 'business as usual'.

As a result, FoI case ref 67305 has been cancelled and you can expect to receive a full response in due course.

Regards,

P. Zebedee
FOI Requests
Home Office

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FOI Responses, Home Office

Dear Mr Antoni,

We can confirm that the data you where provided with in our last response to you reference FOI number 66645 was data that did relate to the periods of November 2020 and October 2021.

Many Thanks

CCT FOI
Central Operations

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