Disclosure Scotland call statistics: FOI release

Information requested

I am specifically looking for the following key performance measurements:

1. Total Number of calls
2. Number of calls dropped (unanswered before leaving the call queue)
3. Average wait duration of a call before answer
4. Average call length with agent

I am looking for the lowest level of detail you can provide, on a monthly basis. I am happy to make all these calculations if you are able to provide me the raw data in a csv file from your call logging system. (excluding source phone number which is PII.)

I would also like all KPI information on call answering for the last 2 years as a monthly summary. Including June 2025.

Response

Please find below the call handling information which includes the total number of calls, the number of calls abandoned , the average wait duration of a call before answer, and the average call length. We have provided all information available since our new telephony system was introduced in October 2023. We no longer hold data prior to that date.

MONTH/YEAR	Total calls received	Calls abandoned	Average wait time (minutes)	Average call length (minutes)
Oct-23	4308	700	00:05:14	00:04:12
Nov-23	8044	1706	00:05:22	00:04:12
Dec-23	5193	1101	00:05:05	00:04:40
Jan-24	6693	1068	00:03:46	00:04:34
Feb-24	7399	1015	00:02:49	00:04:06
Mar-24	6921	948	00:02:55	00:04:10
Apr-24	6827	1108	00:03:34	00:04:08
May-24	6498	757	00:02:15	00:04:01
Jun-24	5711	605	00:01:57	00:03:59
Jul-24	6299	459	00:01:27	00:04:08
Aug-24	6489	134	00:00:27	00:04:09
Sep-24	5712	117	00:00:22	00:04:18
Oct-24	8473	221	00:00:32	00:04:16
Nov-24	8466	348	00:00:47	00:04:22
Dec-24	6440	563	00:01:32	00:05:01
Jan-25	8092	413	00:00:59	00:04:38
Feb-25	7732	408	00:00:59	00:04:39
Mar-25	10427	952	00:01:54	00:04:43
Apr-25	14221	3226	00:06:44	00:05:01
May-25	19262	8114	00:23:14	00:05:33
Jun-25	17393	7194	00:31:20	00:05:33

Disclosure Scotland has experienced a significant increase in the volume of applications it received since the introduction of the Disclosure (Scotland) Act 2020. This has resulted in a significant increase in the number of calls to the helpline as applicants and accredited bodies adjust to the changes in the process of making applications and sharing results. We are closely monitoring customer feedback through this period and are prioritising actions to improve our customer service.

In relation to your request for KPI information, Disclosure Scotland monitors two Key Performance Indicators. These are call-handling time (i.e. the length of each call) and the percentage of calls answered. Performance is reported at operational, Senior Leadership Team and Board level.

Call handling time (target is 4.5 minutes)

Month	2023-24	2024-25	2025/26
April	4.36	4.1	5.0
May	4.31	4.0	5.3
June	4.5	3.6	5.3
July	4.26	4.1
August	4.35	4.1
September	4.29	4.2
October	4.1	4.2
November	5.2	4.2
December	4.4	5.0
January	4.34	4.4
February	4.06	4.4
March	4.1	4.4

Percentage of calls answered (target is 95%):

Month	2023/24	2024-25	2025/26
April	89.30%	83.77%	79.79%
May	90.40%	88.35%	57.92%
June	95.00%	89.40%	59.00%
July	95.60%	82.71%
August	95.10%	98.00%
September	90.00%	98.38%
October	83.75%	97.51%
November	78.79%	96.00%
December	78.80%	93.33%
January	84.04%	95.00%
February	86.28%	95.00%
March	86.30%	91.01%

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.