contractSCOTLAND: Review of the service extension pilot

Annex 1: Call information

There are two key sources of management information about the contactSCOTLAND service. The call records system collects the following information:

• User
• Time of call
• Duration of calls
• Abandoned calls
• Queue time

In addition, in order to provide supplementary information during the pilot period, interpreters complete forms following each call^[13] which has provided additional information on the services contacted. Information is also collected on website traffic. The table below summarises the main information collected on service usage and website traffic.

Summary of key call statistics

During the period of the review (March-October 2015) calls have been connected to over half of local authorities, and 12 out of 14 NHS boards as well as a small number of other public bodies. The vast majority of calls have been from Deaf BSL users contacting public services.

Table 2 shows the services that have been contacted more than once between March - October 2015. It provides an indication of service use. Table 3 provides the monthly call information. The website traffic is shown in Chart 2.

Table 2: Snapshot of service use March - October 2015

Table 3: Monthly Calls March - October 2015

Chart 2: website traffic February - October 2015