Council's website, app and/or online services that are designed for citizen use - Find a freedom of information request

I request the following information that covers the timeframe, 1st January 2023 - 31st December 2023. 

 

The FOI request pertains to the council's website, app and/or online services that are designed for citizen use. 

 

1. How many citizens used the council's website, app or online services that are designed for citizen use in the year between 1st January 2023 - 31st December 2023?

  

2. What was the total number of unresolved queries or tickets related to the council's website, app and online services in this period? 

  

3. What is the average waiting time for phone calls made to the council's customer service in this period?

   

4. What was the average resolution time for queries received through the council's website,  app and online services during this time period?

  

5. What was the total cost of specifically maintaining the council's website, app and online services in this time period? 

  

6. How many downtime incidents to the council's website, app or online services were recorded in the given timeframe, and what was the average downtime duration?

  

7. What is the average score for the council's website, app and online services user satisfaction survey in this time period? 
 

1. 1.6 million overall users.

2. None.

3. Calls answered: 263,930. Average wait time: 110 seconds.

4. The period will vary by service and the detail of the query. Lincolnshire County Council (LCC) always manage expectation by explaining to users how long they query will take within the content e.g five working days from query submission. For general queries, LCC recommend using its chat bot, Impy, which can answer most queries instantly.

5. For website hosting, support, maintenance, functionality, policy, and more - £91,000

This does not include internal staff salary.

6. One downtime incident due to scheduled maintenance, lasting for 30 minutes.

7. LCC look at customer satisfaction results on a quarterly basis. In question 4 2023, respondents to the survey were overall 'satisfied' with the council's website. Ratings are judged by satisfied, neutral, or dissatisfied.