Waiting times since launch of "One Front Door" initiative (FOI)

Request

Please provide the data collected on waiting times for visitors to the new 'One Front Door' Customer and Local Services building at La Motte Street since 22 October 2018.

Please also provide by way of comparison data collected of waiting times for customers using each of the following departments before 22 October 2018.

• Income Tax

• Treasury and Cashiers

• Passports and Customs

• Planning and Building Control

Response

Since the new ‘One Front Door’ Customer and Local Services was launched in October, 79% of customers who have needed to see a specialist advisor have been seen within 10 minutes. In addition around 180-200 customers every day have their enquiries resolved by ‘Welcome Hosts’ as they enter the department, without needing to see a specialist advisor.

Full waiting time data since 22 October until 16 December is provided on the spreadsheet below.

Waiting times October, November and December 2018

Waiting times were not previously collected for Treasury and Cashiers, Passports and Customs or Planning and Building Control and therefore no comparison data is available.

Income Tax waiting time was collected and is attached in the PDF below for comparison.

Helpdesk analysis Tax data