Publication - Research and analysis

contractSCOTLAND: Review of the service extension pilot

Published: 3 Mar 2016

The contactSCOTLAND review was undertaken to understand uptake and usage of the extended pilot service and gather information on stakeholders’ views and experiences of the contactSCOTLAND service.

contractSCOTLAND: Review of the service extension pilot
Annex 1: Call information

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

Local authority Public body NHS
Aberdeenshire Council DWP (Job Centre Plus) Ayrshire & Arran
Argyll and Bute Council DVLA Breathing Space
City of Edinburgh Council HMRC Forth Valley
Dundee City Council Police Scotland Fife
East Dunbartonshire Council SAAS Grampian
East Lothian Council National Museum of Scotland Greater Glasgow & Clyde
Edinburgh City Council Scottish Legal Aid Board Highland
Falkirk Council Scottish Parliament Inverclyde
Fife Council Court Service Lanarkshire
Glasgow City Council Caledonian MacBrayne Lothian
Highland Council Registry Office (Edinburgh) NHS24
Inverclyde Council Child support agency Shetland
Midlothian Council   Tayside
Moray Council   Western Isles
North Ayrshire Council    
North Ayrshire Council    
Perth and Kinross Council    
Renfrewshire Council    
Shetland Islands Council    
South Lanarkshire Council    
West Dunbartonshire Council    
West Lothian Council    
Western Isles    

Table 3: Monthly Calls March - October 2015

Month Calls Duration (total)
March 249 18h 30m
April 346 21h 04m
May 295 21h 28 m
June 414 34h 31m
July 350 33h 05m
August 428 32h 12m
September 622 40h 50m
October 429 34h 18m
Total 3133 235h 58m
Average (month) 392 27h

Chart 2: website traffic February - October 2015

Chart 2 website traffic February – October 2015


Email: Alix Rosenberg