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About Us   |   1823 Performance
In this platform we are trying to present public information in a more easily understood format and to make it easier for you to submit information or pictures that help us understand your concerns. Please explore the platform and share with us your ideas about how we can develop this site and improve public services for you.
Trees   |   Slopes   |   Rates and Government Rent   |   Motoring and Cycling
In this part of the platform we aim to provide topical information about subjects on which 1823 frequently gets calls. We aim to provide information that helps you understand the subject more fully. We aim to help you make enquiries, reports or complaints through easy-to-use forms that allow you to link to maps and upload pictures, helping us to understand and address your concerns better. We also welcome your ideas on how we can develop this site further and help improve services for you.
1823 - 24 hours a day, 365 days a year, serving you non-stop

1823 - 24 hours a day, 365 days a year, serving you non-stop

 

1823 Performance


Call Handling

  Target 2011
No. of Calls Received   3,331,268
Calls Answered within 12 Seconds
(Planning Target)		 >=80% 70%
(80% within 30 seconds)
Call Abandoned Rate <10% 4%
Customer Satisfaction (5-point scale) >=4.0 4.4
Average Call Handling Time   382 seconds

 

Case Profile (2011)

Case Profile (2011)

Enquiry Handling

  Target 2011
No. of Enquiry Cases   2,452,931
First Time Resolution of Enquiry >=95% 98%

 

Complaint Handling

  Target 2011
No. of Complaint Cases   298,731
% of Complaints Assigned within 3 Hours 70% 94%

 

Complaint Profile (2011)

Complaint Profile (2011)

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