1. ANNEX 1 - GOV.UK Contact Summary
from 17-Oct-2012
to 04-Mar-2013
Actual Forecast Variance
Total 134,917,328 111,540,041
Visits 20.96%
Daily Average 963,695.2 796,714.6
Values below based only on External volume
Contacts per Million Visits 235.2 211.0 11.5%
Total 31,731 23,536
Contacts Received 34.8%
Daily Average 226.7 168.1
by Category:
I Can't Find 30.49%
Ask a Question 30.66%
Can't Find + Question 61.15% 61.71% -0.56%
Report a Problem 32.51% 31.49% 1.02%
General Feedback 6.34% 6.79% -0.46%
Total 30,965
Contacts Resolved
Daily Average 221.2
Total 766
Backlog
Daily Average 910.0
In Avg. Res. / Day 3.46
Percentage of Contacts Resolved
95.3%
within 5 Bus. Days
Values derived from externally-generated volume received via the page-level feedback channel
Report a Problem Contacts Total 20,000
Received Daily Average 142.9
Report a Problem Contacts Total 18,634
Resolved Daily Average 140.1
Total 1,366
Report a Problem Backlog
Daily Average 1,221.3