Welsh language Standards Annual Report

Comments on Progress 2022-23

Summary of Progress (Service Delivery) 2022–23

• The volume of calls to the Council’s Contact Centre has dropped since 2021 – 22, but the volume of English language calls has fallen slightly more sharply (down 15%) than the volume of Welsh language calls (down 13%)

• The time which customers have to wait for response, when calling the Council’s Contact Centre has dropped for both English and Welsh languages, with callers to the Welsh  language line now waiting an average of 26 seconds and callers to the English language line waiting an average of  41 seconds
• Usage of the Council’s website, and My Account function, continues to grow. The use of the Welsh language website is growing faster than that of the English language site (up 43% v. 34% increase for English language) but the growth in the number of customers registering for My Account, and to receive My Account communications, through the medium of Welsh is not growing as fast in Welsh as it is in English (30% increase in Welsh v. 34 in English)
• Interest in the Council’s Welsh language Facebook page continues to grow apace, with the number of followers increasing 16% from 265 in 2021/2 to 309 in 2022/3. Interest has been boosted by coverage of the St David’s Day parade, Shwmae Day promotions and Welsh language education news stories
• There has been a slight decrease in demand for written Welsh translations of all lengths but an increase in demand for simultaneous translation services for meetings, which now includes provision at full Council meetings, as well as other formal committee meetings

Summary of progress (Policy Making Standards) 

• There continue to be lapses in Integrated Impact Assessment processes, which has implications for the Welsh language and more widely. Additional guidance in relation to the Welsh language elements of the Integrated Impact Assessment has been added to corporate guidance, in line with recommendations made as a result of a recent findings in relation to a decision taken by Swansea Council.

Summary of Progress (Operational) 2022–23

• The number of employees wishing to receive correspondence relating to their employment has almost doubled from 33 to 62
• There has been a small fall in the number of employees completing the training needs self-assessment (1,870 in 2022/3 v. 1,969 in 2021/2) but Welsh language skill levels remain largely static (889 at Level 1 or above in 2022/3 v. 919 at Level 1 or above in 2021/2, and 179 at Level 3 / 4 in 2022/3 v. 177 at Level 3 / 4 in 2021/2)
• The number of employees completing Health & Safety Training through the medium of Welsh has more than doubled from 66 in 2021/2 to 152 in 2022/3
• The re-provision of Welsh in the Workplace learning, in partnership with the National Centre for Welsh, has prompted an increase in the number of employees taking up Welsh language learning opportunities from 79 in 2021/2 to 118 at present
• The designations of Welsh language requirements on posts advertised has remained largely unchanged since 2021/2 and is currently 10% Welsh language essential, 70% Welsh language desirable, 1% Welsh to be learnt on appointment and 19% Welsh language not required.