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Reference:R29
 
Title (unofficial):Email response within 1 day
 
Category:14. Doing business with the council
 
Suggested Sponsor(s):Head of Customer Services
 
ODPM desc:100% of email enquiries from the public responded to within one working day, with documented corporate performance standards for both email acknowledgements and service replies.
 
IDeA guidance:The first stipulation of this outcome is that councils must acknowledge all email enquiries within one working day. It is important that the immediacy of web communication is recognised through the receipt of a speedy response. The outcome requires all incoming email communications to be logged and tracked as in R28.

Also, all responses whether by email or letter must be similarly logged and tracked.

The response times to all these communications should be logged and monitored on a corporate basis. This performance information must be published on the council website on a regular basis.

Corporate standards for these responses must be agreed by the council and published on the website and in other media as appropriate. The corporate standard for acknowledgement of email communications must be under one working day. Automated email responses are acceptable in this context. Corporate standards must also be set for answers to email enquiries. The timeframe for this latter element is at the discretion of individual councils.
 
ESD Toolkit:Click here for relevant ESD-Toolkit page
 
 
Nat Projects:Data is no longer maintained
 
LGSL refs:
 
Partnerships:Data is no longer maintained
 
Products:Data is no longer maintained
 
Other links:
 
Technology components:A - Customer Database
B - Customer Tracking
C - Data Warehousing
D - Middleware & Web Services
E - Workflow, Messaging & e-Forms
F - Document & Records Management
G - Content Management
H - Security, Authentication & Smartcards
L - Local Land & Property Gazetteer
M - Access Channels
 
 
URL for this page:http://www.brent.gov.uk/egr.nsf/POByRefLP/R29
 
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Last updated : 04/26/2005 11:40:27 AM