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)

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Top 10 Items Printed SEE BELOW

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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

Series1

Series2

Series3

Series4

Series5