Dial a Ride (2)

Meeting: 
MQT on 2011-03-23
Session date: 
March 23, 2011
Reference: 
2011/0879
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

Please publish a table showing for each day in December 2010 and January 2011, the average waiting time for calls to Dial a Ride's centralised call centre, and also the waiting times for peak and off peak periods, the number of calls abandoned, and total number of calls received each day.

Answer

Answer for Dial a Ride (2)

Answer for Dial a Ride (2)

Answered By: 
The Mayor

The average waiting times, number of calls abandoned and total number of calls received each day during December 2010 and January 2011 by Dial-a-Ride are shown in the table attached as Appendix C. A significant percentage of abandoned calls are lost within 15 seconds of the call first connecting. This is often for reasons other than dissatisfaction with the time to get through to a booking agent, for example, through making an unintended selection on the call menu.

 

Day

Date

Peak Average Speed of Answer (seconds)

Off Peak Average Speed of Answer (seconds)

Calls Offered

Total Abandoned Calls

% Abandoned Calls

% Abandoned Calls within 15 secs

 (09:00 - 11:00hrs)

Wed

01/12/10

132

49

2,782

130

4.70%

36.20%

Thu

02/12/10

237

111

3,076

259

8.40%

18.90%

Fri

03/12/10

251

149

2,697

302

11.20%

19.50%

Sat

04/12/10

39

24

668

26

3.90%

65.40%

Sun

05/12/10

57

43

429

17

4.00%

29.40%

Mon

06/12/10

229

145

2,994

306

10.20%

21.20%

Tue

07/12/10

161

118

3,001

230

7.70%

27.00%

Wed

08/12/10

313

247

3,177

513

16.10%

14.60%

Thu

09/12/10

255

170

3,064

309

10.10%

20.70%

Fri

10/12/10

274

284

2,984

551

18.50%

29.20%

Sat

11/12/10

14

23

540

17

3.10%

29.40%

Sun

12/12/10

29

33

447

8

1.80%

37.50%

Mon

13/12/10

242

143

3,050

276

9.00%

26.10%

Tue

14/12/10

220

86

2,831

194

6.90%

29.90%

Wed

15/12/10

251

210

3,054

460

15.10%

20.00%

Thu

16/12/10

247

129

2,885

265

9.20%

33.20%

Fri

17/12/10

193

215

2,996

395

13.20%

22.00%

Sat

18/12/10

66

67

1,145

98

8.60%

24.50%

Sun

19/12/10

81

29

702

29

4.10%

27.60%

Mon

20/12/10

256

103

2,991

245

8.20%

28.60%

Tue

21/12/10

255

148

2,782

314

11.30%

23.20%

Wed

22/12/10

108

83

2,186

132

6.00%

43.20%

Thu

23/12/10

98

8

1,651

34

2.10%

29.40%

Fri

24/12/10

9

14

1,028

33

3.20%

48.50%

Sat

25/12/10

8

30

403

24

6.00%

45.80%

Sun

26/12/10

47

34

382

23

6.00%

34.80%

Mon

27/12/10

14

18

468

11

2.40%

54.50%

Tue

28/12/10

170

48

810

75

9.30%

28.00%

Wed

29/12/10

211

40

2,131

117

5.50%

30.80%

Thu

30/12/10

64

22

1,811

42

2.30%

57.10%

Fri

31/12/10

80

52

1,552

66

4.30%

39.40%

Sat

01/01/11

37

12

319

7

2.20%

71.40%

Sun

02/01/11

36

17

353

11

3.10%

54.50%

Mon

03/01/11

49

33

605

17

2.80%

52.90%

Tue

04/01/11

207

120

2,927

292

10.00%

27.40%

Wed

05/01/11

78

49

2,238

83

3.70%

36.10%

Thu

06/01/11

185

42

2,591

97

3.70%

33.00%

Fri

07/01/11

101

24

2,347

58

2.50%

48.30%

Sat

08/01/11

16

25

480

10

2.10%

50.00%

Sun

09/01/11

14

36

385

11

2.90%

63.60%

Mon

10/01/11

132

136

2,557

185

7.20%

21.60%

Tue

11/01/11

230

45

2,591

156

6.00%

31.40%

Wed

12/01/11

140

63

2,545

152

6.00%

33.60%

Thu

13/01/11

253

110

2,637

225

8.50%

24.90%

Fri

14/01/11

214

170

2,408

264

11.00%

20.80%

Sat

15/01/11

43

37

586

32

5.50%

34.40%

Sun

16/01/11

28

25

377

5

1.30%

80.00%

Mon

17/01/11

158

64

2,639

140

5.30%

24.30%

Tue

18/01/11

237

142

2,689

286

10.60%

22.00%

Wed

19/01/11

178

101

2,592

206

7.90%

29.10%

Thu

20/01/11

198

64

2,736

140

5.10%

33.60%

Fri

21/01/11

244

143

2,438

279

11.40%

19.40%

Sat

22/01/11

10

26

556

20

3.60%

35.00%

Sun

23/01/11

11

29

349

12

3.40%

50.00%

Mon

24/01/11

187

111

2,699

244

9.00%

29.90%

Tue

25/01/11

279

149

2,753

330

12.00%

19.10%

Wed

26/01/11

180

102

2,594

187

7.20%

32.60%

Thu

27/01/11

177

76

2,779

170

6.10%

36.50%

Fri

28/01/11

99

70

2,294

108

4.70%

36.10%

Sat

29/01/11

11

51

534

19

3.60%

52.60%

Sun

30/01/11

19

13

351

5

1.40%

40.00%

Mon

31/01/11

189

132

2,660

264

9.90%

23.10%