COMHAIRLE CONTAE ÁTHA CLIATH THEAS
SOUTH DUBLIN COUNTY COUNCIL
MEETING OF CLONDALKIN AREA COMMITTEE
Wednesday, September 21, 2011
MOTION NO. 5
MOTION: Councillor T. Gilligan
That the Manager outline how many queries from the public have been received from the Clondalkin / Rathcoole / Saggart areas by phone, email, etc. broken down across all Departments from January to June this year. How many requests/queries have been successful?
REPORT:
The current Customer Care System used by the Council is designed to capture data in relation to customer queries in a variety of ways and in so doing make best possible use of the system to enhance customer care and efficiency in dealing with issues relating to the services of the Council.
Search facilities on the system allows for searching for particular areas of service, history of timescale to resolve issue, contact with customer etc. As the customer does not always indicate the exact area i.e., Saggart, Rathcoole etc., it is not reliable to use the area as a search term therefore service area rather than geographical location is a more reliable search.
Where the customer has indicated an exact location the following is a breakdown of three service areas for the period 1st January to 30th June 2011, however this is not a true reflection of all business.
If the Member has any particular query or issue it can be dealt with through the appropriate Manager.
| Department | Source | Area | Total Queries referred from 01/01/11 to 30/06/11 |
| Environment | phone | Saggart | 103 |
| phone | Rathcoole | 101 | |
| phone | Clondalkin | 723 | |
| Saggart | 16 | ||
| Rathcoole | 10 | ||
| Clondalkin | 52 | ||
| web | Saggart | 23 | |
| web | Rathcoole | 20 | |
| web | Clondalkin | 156 | |
| 1204 | |||
| Housing | phone | Saggart | 10 |
| phone | Rathcoole | 11 | |
| phone | Clondalkin | 267 | |
| Saggart | 4 | ||
| Rathcoole | 0 | ||
| Clondalkin | 34 | ||
| web | Saggart | 3 | |
| web | Rathcoole | 1 | |
| web | Clondalkin | 51 | |
| Roads | phone | Saggart | 4 |
| phone | Rathcoole | 7 | |
| phone | Clondalkin | 30 | |
| Saggart | 3 | ||
| Rathcoole | 3 | ||
| Clondalkin | 11 | ||
| web | Saggart | 8 | |
| web | Rathcoole | 3 | |
| web | Clondalkin | 37 |
The total number of queries which came by email, telephone and web to the Customer Care System for the period specified is:
| Total Enquiries Received 01/01-30/06 | Of the total, received for Clondalkin area | Of the total received for Rathcoole area | Of the total received for Saggart area |
| 63530 | 6306 | 347 | 441 |
All queries were successfully resolved and closed.