Education Scotland customer service performance level information: FOI release

2021-22

2022-23

2023-24

2024-25

1. The average call wait times for your customer service phone lines are each year.

All telephone calls to Education Scotland are sent to an answer machine as stated on our website; all telephone calls are returned and actioned on the day they are received during the mailbox opening times of Monday to Friday 9am – 4pm.

2. The percentage of calls answered within your target time for each of those years.

100%

100%

100%

100%

3. The average response time for written correspondence (email, letter, or online submissions) in each of those years.

Education Scotland has a 10 day reply policy for all written correspondence, within the Enquries and Glow mailboxes, and an automatic acknowledgment is issued to confirm this.

All concerns, including safeguarding concerns, received by telephone message within our stated opening times are aimed to be dealt with on the same day they are received and no later than within 24 hours.

4. The percentage of correspondence responded to within the organisation’s target timeframe in each year.

100%

100%

100%

100%

5. The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year.

0

0

0

0

6. If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.

Please see answer to question three above.