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Communication and Digital Services
REPORT CARD 2015/2016
Measure April 2015
May 2015
Jun 2015
July 2015
Aug 2015
Sept 2015
Oct 2015
Nov 2015
Dec 2015
Jan 2016
Feb 2016
Mar 2016
Qtr 1
Qtr 2
Qtr 3
Qtr 4
Financial:
% FFP savings at risk 0% 0% 0% 0% 0%
% revenue expenditure within budget
100% 100% 100% 100% 100%
% savings solutions identified for future year targets
Customer:
Average customer satisfaction score
U U U U U
No of compliments received 5 6 14 13 13
No of complaints received 0 0 0 0 0
Internal:
Average Days To Respond to Enquiries (Graph)
0=61% 1=23% 2=8% 3=4% 5=4%
0=75% 1=10% 2=5% 6=5% 7=5%
0=75% 1=13% 2=8% 3=4%
0=64% 1=24% 2=8% 3=4%
0=72% 1=15% 2=10% 3=3%
No of Communications issued and used (Graph)
PR 22 86%
Stat 4 25%
Res 26 53%
PR 12 75%
Resp 20 75%
Res 10 10%
PR 26 87%
Stat 1 100%
Resp 24 59% Res 5
0%
PR 28 78%
Stat 1 0%
Resp 26 46% Res 3
0%
PR 25 75%
Stat 1 0%
Resp 21 49% Res 3
0%
Overall Tone of Media Coverage (Graph)
53% 31% 16%
43% 12% 43%
68% 8%
24%
83% 12% 5%
89% 8% 3%
No of Actions to support Consultations/Engagement (Corporate Activities)
5
4
4
6
6
Social Media – Amplification Rates (Retweets)
72 56 90 91 90
Social Media – Applause Rates (favourites/retweets)
45 111 81 61 75
Social Media – Conversation Rates (Replies)
30 71 53 104 99
Social Media – Link clicks 247 475 587 637 640
Social Media – Engagement rates 2.8 2.5 2.7 2.8 2.7
View of In The Loop (Page Hits) 1341 962 1617 1309 751
Views of Media Bulletin (Page Hits) 728 701
Use of ‘How To’ Guides – Page Hits 72 64 102 169 52
No of visits to websites 240,981 232,190 223,669 220,439 222,543
No of website pages deleted No MicroSite pages deleted
813
80
837
80
1192 1266 1350
% website pages fully bilingual % MicroSite pages fully billingual
60% 60% 62% 64% 65%
% website projects in progress 4 3 5 6 7
No of interventions supported 2 5 5 5 5
No of transactional services web enabled
5 5 5 5 5
% take up of on line services
Bulks 25% 29% 27% 29% 29% 26%
Refuse and Recycling Equipment 53% 53% 51% 55% 61% 59%
Van Permits 56% 58% 58% 60% 62% 63%
Pest Control Appointments 24% 23% 22% 31% 33% 32%
Building Maintenance E-mails Rec 1 9(a) 7(a) 6(a) 1
Print Commissioning Service
Number of Jobs Received 71 63 107 66 39
Revenue Generated By Sales £11,813.18 £8092.03 14121.74 15490.85 5265.50
Customer Profile (Analytics of Customer)
SEE BELOW
SEE BELOW
SEE BELOW
See below
See below
Top 10 Items Printed SEE BELOW
SEE BELOW
SEE BELOW
See below
See below
Hits to Print Commissioning Web Page
% of cust. delivery requirements met
100% 100% 100% 100% 100%
Customer Feedback (Sept 2015) - - - - -
No of Preventable demands
Missed Collections 427 379 469 441 454 423
Refuse and Recycling Equip Non-Delivery
20 6 18 18 18 15
NPT Homes (average per month) 490 382 467 508 330 357
Employees:
% staff satisfied or very satisfied with their job (Directorate Wide)
- - - - 100% -
Average days lost due to sickness / FTE
1.5 0.8 0 1.6 0 0.8
No of staff ideas generated 0 1 0 1 0 1
% of staff ideas implemented 0 0 0 1 0 1
% of staff who have received a EDR in the last 12 months
100% 100% 100% 100% 100% 100%
% identified learning and development needs met
n/a ** ** 25% 30%
Employee turnover rate due to unplanned departures
0 0 0 0 0 0
0.00%5.00%
10.00%15.00%20.00%25.00%30.00%35.00%
Oct13
Nov13
Dec13
Jan14
Feb-14
Mar-14
Apr-14
May-14
Jun-14
Jul-14 Aug-14
Sep-14
Oct14
Nov14
Dec14
Jan15
Feb15
Mar15
Apr-15
May-15
Jun-15
Jul-15 Aug-15
Sep-15
Pe
rce
nta
ge o
nlin
e
Month
% Bulks Online - Oct 2013-Sep 2015
14
33 38.5 40.8 43 43
38 39 36
44 48 50
46 53 50 53 53 51
55 61 59
0
20
40
60
80
Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15
% Refuse and Recycling equipment ordered online January 2014 - Sep 2015
21.7 26.5 28.7
35.7 38.5 45.4
36.5 41 43.4
56 58 58 60 62 63
0
10
20
30
40
50
60
70
Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15
Pe
rce
nta
ge
Month
% Van Permits Requested Online July 2014 - Sep 2015
9.95 17.16 21.82 29.47 39.36 37
26 15
44 24 23 22
31 33 32
020406080
100
Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15
Nu
mb
er
Bo
oke
d
Month
Pest Control Appointment Booked Online July 2014 to June 2015
93
67 73
117 105
56
129 105
77 80
137
38 58 68 73 76
31 46
7 2 1 9 7 020406080
100120140160
Jul 13 Aug13
Sept13
Oct 13 Nov13
Dec13
Jan 14Feb 14Apr-14 May-14
Jun-14 Jul-14 Aug-14
Sep-14
Oct-14 Nov-14
Dec-14
Jan-15 Feb-15
Mar-15
Apr-15 May-15
Jun-15
No
of
Em
ails G
en
era
ted
Month
Number of Emails generated for Building Maintenance July 2013 - July 2015
2582
1355
2302 2199 2317
1293
810 713 822
656 632 580 569 364
611 546 504 370 354 378 346 299 364 324 309 277
465 426 493 490 382 467 508
329 357
0
500
1000
1500
2000
2500
3000
Nov-12Dec-12Jan-13Feb-13Mar-13Apr-13May-13Jun-13Jul-13Aug-13Sep-13Oct-13Nov-13Dec-13Jan-14Feb-14Mar-14Apr-14May-14Jun-14Jul-14Aug-14Sep-14Oct-14Nov-14Dec-14Jan-15Feb-15Mar-15Apr-15May-15Jun-15Jul-15Aug-15Sep-15
No
of
Co
nta
cts
Month
NPT Homes Contacts into Council November 2012 - Sep 2015
WEB MEASURES:
0
500
1000
1500
2000
2500
Live pages
Numberof pagestranslated
Pages nottranslated
No. of live pages v no. translated v not translated
0
500
1000
1500
2000
2500
Pagesdeleted
Livepages
Webpages Deleted
56
57
58
59
60
61
62
63
64
65
66N
ov-
14
De
c-1
4
Jan
-15
Feb
-15
Mar
-15
Ap
r-1
5
May
-15
Jun
-15
Jul-
15
Au
g-1
5
Pages translated %
0
10,000
20,000
30,000
40,000
50,000
60,000
Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15
Mobile
Tablet
Desktop
Mobile V Tablet V Desktop
Top 10 Web Site Search Terms September 2015 (external):
1. Jobs in NPT 6. School holidays
2. Neath fair 7. School holidays
3. Planning 8. School term dates
4. Bus pass scheme 9. Term dates
5. Allotments 10. Term dates neath port talbot
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
Hits to NPT website July 2014 - August 2015 Device Type %: External
June 15 Aug 15
Desktop 49.90% 40.96%
Mobile 32.52% 40.35%
Tablet 17.58% 18.69%
PRINT COMMISSIONING DEPARTMENTAL BREAKDOWN
PRINT COMMISSIONING DOCUMENT ALALYSIS Top items APRIL FORMS, OTHER, BUSINESS CARDS MAY FORMS, BOOKLETS, OTHER JUNE FORMS, LEAFLETS, OTHER JULY BOOKLETS, FORMS, BANNERS AUG FORMS, BANNERS SEP OCT NOV DEC JAN FEB MAR
0
2
4
6
8
10
12
14
16
18
20
APR
MAY
JUN
JUL
AUG
0
2
4
6
8
10
12
14
16
18
20
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