How we are performing against our standards : Cumbria County Council

The main telephone contact point for Cumbria County Council is our contact centre on 01228 606060. Our key service standard for telephone calls is to answer 85% of calls within 20 seconds. Against this service standard we have achieved the following (see table below):

Telephone Calls Performance 2010/11:
Dates monitored	No. of calls received to contact centre	No. of calls answered within 20 seconds	Standard Achieved (% of calls answered within 20 seconds)
April - June 2010	22886	19047	83.23%
July - September 2010	23613	20229	85.67%
October - December 2010	19431	16773	86.32%
January - March 2011	22997	19845	86.29%
2010 - 2011 Year performance	88927	75894	85.34%

Telephone Calls Performance 2011/12:
Dates monitored	No. of calls received to contact centre	No. of calls answered within 20 seconds	Standard Achieved (% of calls answered within 20 seconds)
April - June 2011	18921	16360	86.46%

Cumbria County Councils web site advertises information@cumbria.gov.uk as the main contact point for e-mail enquiries. Our service standard is to provide a detailed response to enquiries within 10 working days. Against this service standard we have achieved the following (see table below):

Emails Performance 2010/11:
Dates monitored	Standard Achieved (% of email enquiries given full response within 10 working days)
April - June 2010	95%
July - September 2010	88%
October - December 2010	88%
January - March 2011	93%
2010/11 Year Performance	91%

Emails Performance 2011/12:
Dates monitored	Standard Achieved (% email enquiries given full response within 10 working days)
April - June 2011	90%

N.B. Our performance is assessed by sampling 1 days worth of e-mails each month.