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% |
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% |
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 |
- |