1. How many citizens used Devon County Council’s (DCC) website, app or online services that are designed for citizen use in the year between 1st January 2023 – 31st December 2023?
3.1 million visits were recorded on the main Devon County Council (DCC) website, Home – Devon County Council.
Please note the DCC digital presence is composed of a number of public facing websites (maintained by the Communications Team) and third party services (commissioned by different services and partnerships). We do not hold information on those third party services, only for the public facing websites managed directly by DCC.
2. What was the total number of unresolved queries or tickets related to the council’s website, app and online services in this period?
The main website is maintained by the Communications Team, and does not handle queries or service requests.
3. What is the average waiting time for phone calls made to the council’s customer service in this period?
The average time taken to answer for the customer service centre for the period of 2023 was 220 seconds.
4. What was the average resolution time for queries received through the council’s website, app and online services during this time period?
The main website is maintained by the Communications Team, and does not handle queries or service requests.
5. What was the total cost of specifically maintaining the council’s website, app and online services in this time period?
The cost of software and hosting for the DCC website managed by the Communications Team, is around £10,428.65 per annum.
This does not include staff costs, as communications staff work across multiple strands of work beyond the website.
This does not include online services commissioned by different departments.
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?
DCCs main website has had 2 downtime incidents, the average downtime was 1 minute.
7. What is the average score for the council’s website, app and online services user satisfaction survey in this time period?
We do not routinely measure that score.