Management Board statistics - commentary October Quarter 2
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- Colleen Spencer
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1 Management Board statistics - commentary October 2 - Quarter 2 Receipts are the same as the last quarter but down on last year. The difference is accounted for by the reduction in cases where there has been no internal review. This is a result of the successful implementation of our on-line complaints checker which steers applicants back to the public authority if there hasn t been a review. We have closed slightly more cases overall and issued more decision notices. The percentage of cases where we don t uphold the appeal to the ICO remains the same at approximately 6 A risk is developing with some cases that are over year old. These are all awaiting final sign off. Receipts down, again due to the complaints tracker heading off ineligible concerns. Note the new categories showing the outcome resulted in the ICO engaging the data controller. A big increase in concerns lodged about recorded voice messages. GENERAL Helpline calls down as anticipated. Last year s figures were inflated by calls about the new registration procedure. In addition, we are seeing the benefits of work on our telephony that reduces double handling. Fee income continues to rise. Simon Entwisle
2 complaint casework October 2 - Quarter 2, Receipts in Quarter 2 3, Comparative Receipts YTD 23/ 2/5 Quarter,335,225 Quarter 2,268,28 Quarter 3,63 Quarter,385 5,5 2,3,2, 8 6 2,2,268,28 2,5 2,,5, 5 2,299 2,63 2,3-6., Closures in Quarter 2 3, Comparative Closures YTD 23/ 2/5 Quarter,296,285 Quarter 2,28,39 Quarter 3,255 Quarter,6 5,296 2,6,2, 8 6 2,9,28,39 2,5 2,,5, 5 2,96 2,58 2,6.,7,6,5,,3,2,, ,2,9,2 Receipt & Closures by Quarter,536,6,296,28,255,285,39,335,28,78,33,385,2,268,86,63,225 and EIR Complaints - s of finished casework - 3 days 3-9 days 9-8 days 8-27 days 27-3 days yr - 8 months ,39-3 ytd3-9 ytd - 9 ytd 9-8 ytd-8 ytd -3 3 ytd + ytd Complaint casework comparison outcomes Complaint made too early (no internal review) Decision notice served Ineligible Complaint Informally resolved Complaint not progressed Decision Notices Served Decision Notices Served by outcome 23/ 2/5 Not upheld 23/ Partially upheld Upheld Not upheld Partially upheld 2/5 Upheld Quarter Quarter Quarter Quarter Quarter 3 36 Quarter Quarter 5 Quarter , ,
3 concerns October 2 - Quarter 2 23/ 2/5 Quarter 3,676 3,33 Quarter 2 3,83 3,5 Quarter 3 3,5 Quarter 3,7,738 6,875,, 3,6 3,2 2,8 2, 2,,6,2 8 Receipts In Quarter 2 3,38 3,83 3,5 8, 7, 6, 5,, 3, 2,, Comparative Receipts YTD 6,7 7,5 6, / 2/5 Quarter 3,,5 Quarter 2 3,839 3,68 Quarter 3, Quarter, 5,92 7,63,5, 3,5 3, 2,5 2,,5, 5 Closures in Quarter 2 3,332 3,839 3,68 8, 7, 6, 5,, 3, 2,, Comparative Closures YTD 7,2 7,63 6, ,,5, 3,5 3, 2,5 2,695 Receipts and Closures by Quarter,6,, 3, 3, 3,839 3,332 3,96 3,83,5 3,68 concerns - s of finished casework - 3 days 3-9 days 9-8 days 8-27 days 27-3 days yr - 8 months 2, ,68 2,,5 3,39 3,38 3,39 3,676 3,5 3,7 3,33 3,5, 5 Outcomes of concerns finished in No action for DC DC action required Concern to be raised with DC Response needed from DC Compliance advice given to DC Not A General advice given to DC DC outside UK Improvement Action Plan agreed No order made Order made Criminal Investigation pursued 3
4 concerns October 2 - Quarter 2 Concerns reported 23/ 2/5 Quarter 57,236 7,83 Quarter 2,82 5,6 Quarter 3 29,872 Quarter 3,53 6,72 98,5 6, 5,, 3, 2, Concerns reported in Quarter 2 5,6,82 2,, 8, 6,, Comparative concerns reported YTD 97,38 98,5, 2,67 2, 33,936 Nature of telesales and SPAM texts reported 23/ 2/5 heard a SPAM Texts heard a SPAM Texts spoke to a spoke to a recorded recorded person person voice voice Quarter 3,66 5,37 7,5 22,5 8,635 6,83 Quarter 2 7,7 5,687 7,8 26,237 8,7 5,925 Quarter 3,58 2,5 6,976 Quarter 2,3 3,85 8,638 7,2 56,269 3,39 8,32 36,85 2,755 Nature of telesales and SPAM texts reported heard a recorded voice spoke to a person SPAM Texts Cookie concerns reported 3 Cookie concerns reported 25 23/ 2/5 Quarter Quarter Quarter 3 53 Quarter
5 snapshot October 2 - Quarter 2 trend Advice 5 Enforcement 5 Criminal Investigations Self reported Incidents Q Q3 2 3 Q 2 3 Q 3 3 Q3 3 Q 3 Q 5 5 Case types can change as work is progressed, which means work can move between caseloads. and EIR Complaints - s Concerns - s - 3 days days days days days days days days days days.9 yr - 8 months.5 3 days +. 77,62 Written advice - age profile Self reported Incidents - age profile - 3 days 3-9 days 9-8 days days days days Enforcement - age profile Criminal Investigations - age profile - 3 days 3-9 days 9-8 days 8-27 days 27-3 days Over yr days ytd-3 3 ytd + 3 ytd- 9 days days days days Over yr Average age of caseload in days at end of each quarter and EIR Complaints 7 6 Concerns and EIR Complaints over 6 months old Concerns over 6 months old months 9-2 months Over 2 months 22/3 23/ 2/ months 9-2 months Over 2 months 22/3 23/ 2/5 5
6 Advice October 2 - Quarter 2 Written advice Written advice casework received 3,5 Receipts in Quarter 2 6,6 Comparative Receipts YTD 23/ 2/5 Quarter 3,6 2,88 Quarter 2 3,28 3,7 Quarter 3 2,826 Quarter 2,793,9 5,888 3, 2,5 2,,5 3,28 3,7 6, 5,6 5,,6, 6,282 5,888, 3,6 Written advice casework closed 3,3 Closures in Quarter 2 6,3 Comparative Closures YTD 23/ 2/5 Quarter 3,5 2,852 Quarter 2 3,3 2,78 Quarter 3 2,76 Quarter 2,722,58 5,57 3, 2,9 2,7 2,5 2,3 2,,9,7 3,3 2,78 5,8 5,3,8,3 3,8 6,9 5,57 `,5 3,3 Helpline advice Helpline calls received 23/ 2/5 23/ 2/5 Quarter 6,23 5,79 Quarter 59,686 52,7 Quarter 2 73,3 9,27 Quarter 2 67,996 6,933 Quarter 3 63,553 Quarter 3 6,29 Quarter 59,89 Quarter 55,56 259,93 3,966 23,37 99,3 23/ 2/5 Average Wait (CST) 23/ 2/5 Quarter Quarter 6 Quarter Quarter Quarter 3 95 Quarter 3 72 Quarter 9 Quarter Average Wait YTD / 2/5 259,93 3,966 Answered 23,37 99,3 Answ'd 9 95 Helpline calls answered calls answered Average wait time Helpline calls YTD Registration fee income 8, 7, 6, 5,, 3, 2,, 6,, 2,, 8, 6,, 2, Helpline Calls in Quarter 2 73,3 67,996 56,39 53,879 9,27 6,933 Calls received Calls answered Comparative Calls YTD 37,26 27,682 9,275,59 3,966 99,3 Fee income received 23/ 2/5 Quarter 3,773,33 3,993, Quarter 2 3,89,38,272,88 Quarter 3,32,522 Quarter,593,99 6,579,67 8,2,98 5,,,, 3,, Registration Fee Income for Quarter 2 9,, 8,, 7,, 6,, 5,, Comparative fee income YTD Fee income received in by fee tier 2,,,, 3,797,398 3,89,38,272,88,, 3,, 2,, 7,628,538 7,66,69 8,2,98,, T ( 35) T2 ( 5) 6
7 Enforcement Statistics October 2 - Quarter 2 Self reported Incidents Finished Quarter 26 Quarter Quarter 3 Quarter Sectors generating most self reported incidents YTD Health 62 Local Government 57 Education 36 General business 25 Solicitors/Barristers 2 Housing Central Government 3 Charities 2 Lenders Financial advisors Telecoms 8 Insurance 8 Policing and criminal records 6 Pensions Outcomes YTD Q Enforcement and Criminal Investigations Enforcement Protection and EIR Finished Protection and EIR Quarter Quarter /5 Quarter 3 Quarter Sectors generating most Enforcement cases YTD Health Local Government Other Outcomes YTD Education General business Central Government Policing and criminal records Direct marketing 2 Solicitors/Barristers 2 2 Lenders General advice given to org 8 Improvement Action Plan agreed Compliance advice given to org DC action required Advisory Visit Compliance Audit Monitored - sufficient improvement Criminal Investigation pursued Housing 8 Charities Criminal Investigations Finished and and EIR Protection EIR Protection Quarter Quarter /5 Quarter 3 Quarter Health Local Government General business Lenders Sectors generating most criminal investigations cases Direct marketing 6 Courts/Justice system Recruitment agencies Outcomes YTD Insurance In line with Regulatory Action Policy insufficient evidence Other agency dealing DC does not support prosecution Legal advise not in public interest Legal advise insufficient evidence No action for DC DC action required Advisory Visit Improvement Action Plan agreed Criminal Investigation pursued DC outside UK Not A Compliance Audit Cases closed with a notices, cautions and prosecutions on all Enforcement work Quarter Quarter 2 Quarter 3 Protection Protection Protection Quarter Protection Undertaking served Enforcement notice served Prosecuted Caution served CMP served The above table shows the number of cases closed with a notice or undertaking outcome. The number of notices or undertakings actually served may be less as multiple cases with one Controller will result in a single notice or undertaking being served. 7
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