FOI/202500480601 · FOI · unclear
Scottish Public Pensions Agency (SPPA) customer service performance levels: FOI release
Information requested
Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25:
1. The average call wait times for your customer service phone lines are each year.
2. The percentage of calls answered within your target time for each of those years.
3. The average response time for written correspondence (email, letter, or online submissions) in each of those years.
4. The percentage of correspondence responded to within the organisation’s target timeframe in each year.
5. The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year.
6. If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.
Response
1. 2021/22 - 05m22s
2022/23 - 03m18s
2023/24 - 02m29s
2024/25 - 02m36s
2. Target times have not been defined.
3. Average email response times are below, up to December 2024, at which point a change to webforms reduced reporting ability:
2021/22 - 1d19h
2022/23 - 3d22h
2023/24 - 5d4h
2024/25 - 6d13h
4. Target times have not been defined.
5.
Stage 1 2021/22 2022/23 2023/24 2024/25 Contact Experience 8 9 9 31 Response Time 61 82 92 65 Standard of Service 71 101 159 100 Stage 2 2021/22 2022/23 2023/24 2024/25 Contact Experience 0 0 0 1 Response Time 3 2 3 4 Standard of Service 11 16 17 10 Executive Correspondence 2021/22 2022/23 2023/24 2024/25 Contact Experience 0 0 2 1 Response Time 0 3 2 1 Standard of Service 2 3 7 0
6. Target times have not been defined.
About FOI
The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.
Contact Please quote the FOI reference Central Correspondence Unit Email: contactus@gov.scot Phone: 0300 244 4000 The Scottish Government St Andrew's House Regent Road Edinburgh EH1 3DG
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