contractSCOTLAND: Review of the service extension pilot
The contactSCOTLAND review was undertaken to understand uptake and usage of the extended pilot service and gather information on stakeholders’ views and experiences of the contactSCOTLAND service.
Annex 1: Call information
There are two key sources of management information about the contactSCOTLAND service. The call records system collects the following information:
- User
- Time of call
- Duration of calls
- Abandoned calls
- Queue time
In addition, in order to provide supplementary information during the pilot period, interpreters complete forms following each call[13] which has provided additional information on the services contacted. Information is also collected on website traffic. The table below summarises the main information collected on service usage and website traffic.
Summary of key call statistics
During the period of the review (March-October 2015) calls have been connected to over half of local authorities, and 12 out of 14 NHS boards as well as a small number of other public bodies. The vast majority of calls have been from Deaf BSL users contacting public services.
Table 2 shows the services that have been contacted more than once between March - October 2015. It provides an indication of service use. Table 3 provides the monthly call information. The website traffic is shown in Chart 2.
Table 2: Snapshot of service use March - October 2015
Local authority | Public body | NHS |
---|---|---|
Aberdeenshire Council | DWP (Job Centre Plus) | Ayrshire & Arran |
Argyll and Bute Council | DVLA | Breathing Space |
City of Edinburgh Council | HMRC | Forth Valley |
Dundee City Council | Police Scotland | Fife |
East Dunbartonshire Council | SAAS | Grampian |
East Lothian Council | National Museum of Scotland | Greater Glasgow & Clyde |
Edinburgh City Council | Scottish Legal Aid Board | Highland |
Falkirk Council | Scottish Parliament | Inverclyde |
Fife Council | Court Service | Lanarkshire |
Glasgow City Council | Caledonian MacBrayne | Lothian |
Highland Council | Registry Office (Edinburgh) | NHS24 |
Inverclyde Council | Child support agency | Shetland |
Midlothian Council | Tayside | |
Moray Council | Western Isles | |
North Ayrshire Council | ||
North Ayrshire Council | ||
Perth and Kinross Council | ||
Renfrewshire Council | ||
Shetland Islands Council | ||
South Lanarkshire Council | ||
West Dunbartonshire Council | ||
West Lothian Council | ||
Western Isles |
Table 3: Monthly Calls March - October 2015
Month | Calls | Duration (total) |
---|---|---|
March | 249 | 18h 30m |
April | 346 | 21h 04m |
May | 295 | 21h 28 m |
June | 414 | 34h 31m |
July | 350 | 33h 05m |
August | 428 | 32h 12m |
September | 622 | 40h 50m |
October | 429 | 34h 18m |
Total | 3133 | 235h 58m |
Average (month) | 392 | 27h |
Chart 2: website traffic February - October 2015
Contact
Email: Alix Rosenberg
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