Welsh language Standards Annual Report

Delivery of Services

The Council has responsbility for delivering the complete range of local government services for residents, businesses and visitors

We provide a wide range of services for our customers, which include schools, waste and recycling services, social care and housing, public protection and area maintenance etc.

Our employees each work within one of five Directorates: Chief Executive Office; Resources; Community Services; Social Services and Housing, and Education.

Our staff operate from a wide range of locations including offices, depots, libraries and leisure centres, as well as from our headquarters at County Hall in Haverfordwest. Following the coronavirus pandemic, the majority of our office based employees have moved to hybrid working, dividing their time between office bases and home.

With staff operating from so many different locations, ensuring that all employees engaged in the delivery of services have an awareness of the Welsh Language Standards, and act in compliance with them can be challenging.

We have addressed this by ensuring that the requirements of the Welsh Language Standards have been embedded into our key communications employee guidance document: Communications Standards, Services & Resources – Guidelines for Employees. This document is made available to employees via the Intranet and as a downloadable PDF. The guidelines are highlighted are part of corporate induction, and are supplemented by a number of fact sheets, containing ‘bite-sized’ information on the requirements of the Standards.

In addition to the services, which we deliver directly ourselves, we also commission a range of goods and services from external contractors and other providers.

A Supplementary Guidance for Mangers and Senior Officers document (which includes guidance on the provision of education courses to the public, the awarding of grants and procurement of goods and services) sits alongside the Communications Standards document on the dedicated Welsh language page on our Intranet, and can also be downloaded as a PDF. We have also provided periodic training for managers and officers engaged in the commissioning of third party services, which has included guidance on the requirements of the Welsh Language Standards.

Table 1. Delivery of services

 

Calls to the main Council number (01437 764551). 

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Number of calls in English 300,233  299,501  296,817  293,829  253,425  ↓ 15%
Number of calls in Welsh 4,551  6,872  8,173  8,791  7,727  ↓ 13%

 

Average queue time on the main Council number (01437 764551).

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Queue time for calls in English 115 sec  334 sec  194 sec  273 sec  41 sec ↓ 85%
Queue time for calls in Welsh 59 sec 87 sec 50 sec 53 sec 26 sec ↓ 50%

 

Website - Pembrokeshire County Council

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Number of page views  604,258  577,431  -  2,237,565  2,609,687  ↑ 15%
Number of users  -  -  391,875  446,304  585,664  ↑ 34%

 

Website -  Cyngor Sir Benfro

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Number of page views  1,821  6,223  -  4,652  8,225  ↑ 44%
Number of users  -  -  1,636  1,670  2,903  ↑ 43%

 

My Account – English (n.b. New My Account from 01/04/21 – 31/03/22)

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Number of users  Not available 44,117 51,443 26,292 42,966  ↑ 39%
Number wishing to receive communication in Welsh  Not available  Not available 25,450 26,292 42,966  -

 

My Account – Welsh (n.b. New My Account from 01/04/21 – 31/03/22) 

What a re we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Number of users  Not available  164  196  197  278  ↑ 30%
Number wishing to receive communication in Welsh  Not available  Not available  95  197 278   -

 

Social Media - English

What are we monitoring? (opens in a new tab) 
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Facebook - No. of likes  16,753   19,479   21,400   25,611   27,527   ↑ 7%
Twitter  - No. of followers  13,440   14,400   15,200   15,600   16,000   ↑ 2%
Instagram - No of followers  -  -  -  2,005  2,379  ↑ 18%

 

Social Media - Welsh

What are we monitoring? (opens in a new tab) 
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Facebook - No. of likes  97  121  151  265  309  ↑ 16%
Twitter - No. of followers  462  514  550  603  625  ↑ 3%
Instagram - No of followers  -  -  -  193  205  ↑ 6%

 

Written Translation Requests (English to Welsh and Welsh to English)

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Proof read requests Not available Not available Not available Total 28 Total 32  ↑
Category A – under 200 words Not available Not available Not available 1,666 1,429  ↓
Category B – 200 – 1,999 words Not available Not available Not available 1,599 1,571  ↓
Category C – 2000+ words Not available Not available Not available 340 304  ↓
Category D – urgent, fast turnaround Not available Not available Not available 1,445 1,345  ↓
Category E – specialist, technical (legal) Not available Not available Not available 14 13  ↓
Category F – specialist, technical (construction, planning, engineering, environmental) Not available Not available Not available 5 2  ↓
Total for all categories A - F Not available Not available Not available 5069 4664  ↓

 

Meetings

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
No. of requests to the corporate translation service for simultaneous translation Not available 5 1 (1/11/20 – 31/03/21) 1 8

 

Tenders

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
Number of tenders submitted in Welsh Not available 0 3 0 0 -

 

Complaints (Standard 158)

What are we monitoring?
2018 - 19
2019-20
2020-21
2021-22
2022-23
@ % change
No. of complaints relating to Welsh language service delivery standards  3 2 0 0 - -

 

Complaints (Standard 164)

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
No. of complaints relating to Welsh language policy making standards 0 0  0  0  0  -

 

Complaints (Standard 170)

What are we monitoring?
2018-19
2019-20
2020-21
2021-22
2022-23
@ % change
No. of complaints relating to Welsh language operational standards 0 0 0 0 0  -

 

 

ID: 10355, revised 30/06/2023
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