Welsh language Standards Annual Report
Welsh Language Standards Annual Report 2023-24
The Welsh Language Standards were prepared under the Welsh Language (Wales) Measures 2011 (1) and the Welsh Language Standards (No.1) Regulations 2015, which came into force on 31 March 2015.
The full list of the standards, with which Pembrokeshire County Council is required to comply, are contained within a Compliance Notice, which is available on our website at Welsh Language Standards (opens in a new tab).
Standards 158,164 and 170 require us to publish an annual report, which sets out how we have complied with the:-
- Service delivery standards (1 to 87)
- Policy making standards (88 to 97)
- Operational standards (98 to 141)
This report touches on measures that have been in place since the introduction of the Standards but is primarily focused on activities undertaken during the period April 2023– March 2024.
Implementation of the Welsh Language Standards
The senior officer responsible for the implementation of the Welsh Language Standards within Pembrokeshire County Council is Steven Richards-Downes, Director for Education. He is supported in this work by the Welsh Language Strategy Delivery Group, which comprises officers whose remits relate to the delivery of objectives within the strategy. The group meets quarterly and Steven Richards-Downes reports to other senior officers and Cabinet members, as part of his membership of the Senior Leadership Team.
Comments on Progress 2023-24
Summary of Progress (Service Delivery) 2023–24
- The volume of calls to the Council’s Contact Centre has dropped since 2022–23, but the volume of Welsh language calls has fallen slightly more sharply (down 12%) than the volume of English language calls (down 9%).
- The time that customers have to wait for a response, when calling the Council’s Contact Centre has increased for both English and Welsh languages, with callers to the Welsh language line now waiting an average of 31 seconds and callers to the English language line waiting an average of 45 seconds. The response time for the Welsh language line is better than the English line. These wait times are within the service target for 2023-24 which were for calls to be answered within 2 minutes on average. This overall target applies to both English and Welsh queues.
- Number of users of the English website continues to grow (4% increase), while numbers of users of the Welsh site decreased slightly (1% decrease).
- Usage of the Council’s My Account continues to grow for both the English and Welsh Accounts. The growth in the number of customers registering for My Account and to receive My Account communication through the medium of Welsh is growing faster than English (62% increase in Welsh versus 41% in English).
- Interest in the Council’s Welsh language Facebook page continues to grow, with the number of followers increasing 29% from 309 in 2022/3 to 400 in 2023/4. Interest has continued to be boosted by coverage of the St David’s Day parade, Shwmae Day promotions and Welsh language education news stories.
- Compared with 2022/3, written translations of all lengths in 2023/4 have remained at a similar level.
Summary of progress (Policy Making Standards) 2023-24
- There continue to be some lapses in Corporate Integrated Impact Assessment processes, which has implications for the Welsh language and more widely. During 2024/5, we will review the Corporate Integrated Impact Assessment process. This review is in response to a number of factors including the decision of the Welsh Language Tribunal case TYG/22/01, and the subsequent seminar by the Commissioner held in November 2023.
Summary of progress (Operational) 2023–24
- The number of employees wishing to receive correspondence relating to their employment has remained static for the last three years.
- There has been a small fall in the number of employees completing the training needs self-assessment (1,774 in 2023/4 compared to 1,870 in 2022/3) but Welsh language skill levels remain largely static (868 at Level 1 or above in 2023/4 compared to 899 at Level 1 or above in 2022/3, and 170 at Level 3/4 in 2023/4 compared to 179 at Level 3/4 in 2022/3).
- Whilst the number of employees completing Health & Safety Training through the medium of Welsh more than doubled from 66 in 2021/2 to 152 in 2022/3, there was a decrease (38%) in the number of employees completing Health & Safety Training through the medium of Welsh in 2023-24 compared to 2022-23. This decrease may be due to many factors including the timing of renewals for mandatory courses e.g. every 3 years.
- The re-provision of Work Welsh 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 118 in 2022/3 to 203 in 2023/4.
- The designations of Welsh language requirements on posts advertised has remained largely static since 2021/2 and is currently 8% Welsh language essential, 75% Welsh language desirable, 1% Welsh to be learnt on appointment and 17% Welsh language not required.
Delivery of Services
The Council has responsibility 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 work within the following structures under the Chief Executive Office: Assistant Chief Executive; Resources; Social Services and Housing; Education; Infrastructure and Environment; and Law and Governance.
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. Hybrid working continues to be favoured by office-based employees, dividing their time between office bases and home working.
To continue to ensure that all employees engaged in the delivery of services have an awareness of the Welsh Language Standards, and act in compliance with them they are embedded into our Communications Standards, Services & Resources – Guidelines for Employees. This document is available to employees via the Intranet and as a downloadable PDF. The guidelines form 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.
The Welsh language page on the intranet will be reviewed and updated during 2024/5. This will ensure that key Welsh Language resources are available and can be easily accessed to support Welsh language related processes, procedures and learning.
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 |
2023-24 |
@ % change |
| Number of calls in English | 300,233 | 299,501 | 296,817 | 293,829 | 253,425 | 229,353 | down 9% |
| Number of calls in Welsh | 4,551 | 6,872 | 8,173 | 8,791 | 7,727 | 6,764 | down 12% |
Average queue time on the main Council number (01437 764551).
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| Queue time for calls in English | 115 sec | 334 sec | 194 sec | 273 sec | 41 sec | 45 sec | up 10% |
| Queue time for calls in Welsh | 59 sec | 87 sec | 50 sec | 53 sec | 26 sec | 31 sec | up 19% |
Website - Pembrokeshire County Council
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| Number of page views | 604,258 | 577,431 | N/A | 2,237,565 | 2,609,687 | 2,368,437 | down 9% |
| Number of users | N/A | N/A | 391,875 | 446,304 | 585,664 | 609,354 | up 4% |
Website - Cyngor Sir Benfro
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| Number of page views | 1,821 | 6,223 | N/A | 4,652 | 8,225 | 7,361 | down 10% |
| Number of users | N/A | N/A | 1,636 | 1,670 | 2,903 | 2,856 | down 1% |
My Account – English
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| Number of users | N/A | 44,117 | 51,443 | 26,292 | 42,966 | 72,795 | up 41% |
| Number wishing to receive communication in English | N/A | N/A | 25,450 | 26,292 | 42,966 | 72,795 | N/A |
My Account – Welsh
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| Number of users | N/A | 164 | 196 | 197 | 278 | 739 | up 62% |
| Number wishing to receive communication in Welsh | N/A | N/A | 95 | 197 | 278 | 739 | N/A |
Social Media - English
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| Facebook (opens in a new tab) - No. of likes | 16,753 | 19,479 | 21,400 | 25,611 | 27,527 | 29,720 | up 8% |
| X (opens in a new tab) - No. of followers | 13,440 | 14,400 | 15,200 | 15,600 | 16,000 | 16,058 | up 1% |
| Instagram (opens in a new tab) - No of followers | N/A | N/A | N/A | 2,005 | 2,379 | 2,525 | up 6% |
Social Media - Welsh
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| Facebook (opens in a new tab) - No. of likes | 97 | 121 | 151 | 265 | 309 | 400 | up 29% |
| X (opens in a new tab) - No. of followers | 462 | 514 | 550 | 603 | 625 | 653 | up 4% |
| Instagram (opens in a new tab) - No of followers | N/A | N/A | N/A | 193 | 205 | 210 | up 2% |
Written Translation Requests (English to Welsh and Welsh to English)
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| Proof read requests | N/A | N/A | N/A | 28 | 32 | 35 | up 9% |
| Category A – under 200 words | N/A | N/A | N/A | 1,666 | 1,429 | 1,400 | down 2% |
| Category B – 200 – 1,999 words | N/A | N/A | N/A | 1,599 | 1,571 | 1,525 | down 2% |
| Category C – 2000+ words | N/A | N/A | N/A | 340 | 304 | 283 | down 7% |
| Category D – urgent, fast turnaround | N/A | N/A | N/A | 1,445 | 1,345 | 1,433 | up 6% |
| Category E – specialist, technical (legal) | N/A | N/A | N/A | 14 | 13 | 3 | down 77% |
| Category F – specialist, technical (construction, planning, engineering, environmental) | N/A | N/A | N/A | 5 | 2 | 10 | up 400% |
| Total for all categories A - F | N/A | N/A | N/A | 5069 | 4664 | 4,654 | down 1% |
Meetings
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| No. of requests to the corporate translation service for simultaneous translation | N/A | 5 | 1 (1/11/20 – 31/03/21) | 1 | 8 | 5 | down 37% |
Tenders
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| Number of tenders submitted in Welsh | N/A | 0 | 3 | 0 | 0 | 2 | up 200% |
Complaints (Standard 158)
What are we monitoring? |
2018 - 19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| No. of complaints relating to Welsh language service delivery standards | 3 | 2 | 0 | 0 | N/A | N/A | N/A |
Complaints (Standard 164)
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| No. of complaints relating to Welsh language policy making standards | 0 | 0 | 0 | 0 | 0 | N/A | N/A |
Complaints (Standard 170)
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
@ % change |
| No. of complaints relating to Welsh language operational standards | 0 | 0 | 0 | 0 | 0 | N/A | N/A |
Policy making
The Council has a responsibility, when formulating a new policy or reviewing/revising an existing policy, to consider the effect that a policy decision has on the opportunities for persons to use the Welsh language.
For the 2022/3 Welsh Language Standards Annual Report a review was undertaken of all formal decisions taken by Council, Cabinet and independent cabinet members (and for which an integrated impact assessment was required) in respect of the Welsh Language Standards on policy development taken between 01/04/22 and 31/03/24. There were a number of lapses in the Integrated Impact Assessment processes including decreased effectiveness as a tool to support decisions due to some assessments being undertaken later in the project cycle. Additional guidance in relation to the Welsh language elements of the Integrated Impact Assessment has been added to corporate guidance.
For 2023/4, a similar review was undertake on a sample of the formal decisions taken. There continue to be some lapses in Integrated Impact Assessment processes, for example, for some assessments there is limited information included within the impact assessment on the Welsh language. It should be noted that this type of review exercise does not provide precise year on year assessment.
During 2024/5, we will review the Corporate Integrated Impact Assessment process. This review is in response to a number of factors including guidance published on the Welsh Language Commissioner’s website in relation to the findings of a recent tribunal involving the Welsh language policy making standards. This guidance will be used to support the review process. Following review, the revised Integrated Impact Assessment template and guidance will be piloted and tested to ensure that they are practical and simple to use, and meet our duties. Their required use to support formal decision making will be promoted to all staff to remind them of this requirement.
Operational Standards
We have developed a wide range of resources for employees and managers, to support the implementation of the operational standards. These include:
1). A dedicated Welsh Language Standards page on our Intranet. This contains:
- Communications Standards, Services & Resources – Guidelines for Employees, and associated Fact Sheets
- Welsh Language Training Needs Self-Assessment, and guidelines for completion
- Welsh Language Courses
- Performance Appraisal – guidance and paperwork
- Supplementary Guidance for Managers & Senior Officers
- Internal Use of Welsh Policy
- Policy on Awarding Grants and Application Form
The Internal Use of Welsh Policy is being reviewed during 2024-25 with reference to the Welsh Language Commissioners Internal Use of Welsh Guidance (2023).
2). The Human Resources (HR) section on the Intranet contains the following resources:
- Internal Policies, Procedures and Guidance (in English and Welsh as applicable)
- Recruitment guidance, including Welsh Language Standard Requirements, for HR Advisors and service managers
Table 4: Operational Standards
Employee communication preference
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
Change |
| No. of employees wishing to receive paper correspondence that relates to his or her employment, and which is addressed to him or her personally, in Welsh | N/A | 13 | 24 | 33 | 32 | 33 | Figures remain static |
Welsh Language Skills of Employees
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
Change |
| Number of employees who completed the training needs self-assessment. | 1,685 | 1,663 | 1,655 | 1,969 | 1,870 | 1,774 | Decrease in numbers |
Welsh Language Skills of Employees at Level 1 or above
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
Change |
| The number that indicated Welsh language speaking skills at Level 1 or above that completed the training needs self-assessment. | 870 | 781 | 793 | 919 | 899 | 868 | Welsh language skill levels remain largely static. |
Welsh Language Skills of Employees at Level 3 or 4
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
Change |
| Number of employees as being able to speak Welsh at Level 3 or 4 that completed the training needs self-assessment. | 171 on 04/07/19 | 120 on 07/05/20 | 148 on 14/04/21 | 177 on 29/04/22 | 179 on 12/04 | 170 on 31/03/24 | Welsh language skill levels remain largely static. |
Training through the medium of Welsh
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
| Recruitment & Interviewing | 26 undertook one of the 6 listed training courses through the medium of Welsh | 0 | 0 | 0 | 0 | 1 |
| Performance Management | 26 undertook one of the 6 listed training courses through the medium of Welsh | N/A | N/A | 3 | 0 | 0 |
| Complaints & Disciplinary | 26 undertook one of the 6 listed training courses through the medium of Welsh | 0 | 0 | N/A | 0 | 0 |
| Induction | 26 undertook one of the 6 listed training courses through the medium of Welsh | 0 | 0 | 3 | 0 | 0 |
| Dealing with the public | 26 undertook one of the 6 listed training courses through the medium of Welsh | N/A | N/A | N/A | N/A | N/A |
| Health and Safety | 26 undertook one of the 6 listed training courses through the medium of Welsh | 30 | 7 | 66 (In addition Safeguarding Children, Young People & Adults 22 , VAWDASV 28 and Fire Safety 11 and Manual Handling 5) | 152 | 114 |
Change
Decrease (38%) in Health & Safety Training through medium of Welsh
Welsh Language Learning
- Work Welsh - designated tutor funded by National Centre for Learning Welsh
- Total 2021-22 learners = 79 (plus Say Something in Welsh, 2, and Work Welsh, 16)
- Total 2022-23 learners = 118 (Community Classes and Work Welsh)
- Total 2023-24 learners = 203 (Community Classes and Work Welsh)
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 Community Classes |
2022-23 Work Welsh |
2023-24 Community Classes |
2023-24 Work Welsh |
| Taster (online and face to face) | N/A | N/A | N/A | N/A | N/A | 26 | N/A | 105 |
| Entry | 43 | 40 | 47 | 27 | 11 | 47 | 80 | 40 |
| Foundation | 24 | 38 | 11 | 21 | 13 | 5 | 26 | 9 |
| Intermediate | 14 | 14 | 11 | 3 | 4 | 4 | 13 | 4 |
| Advanced | 3 | 2 | 12 | 9 | 6 | 0 | 22 | 4 |
| Proficiency | 5 | 3 | 2 | 0 | 2 | N/A | N/A | N/A |
| Other | N/A | N/A | N/A | 1 | N/A | N/A | N/A | N/A |
| Total learning | 89 | 97 | 85 | 61 | 36 | 82 | 141 | 162 |
Welsh Language Designated Posts
The designations of Welsh language requirements on posts advertised has remained largely static since 2021/2.
What are we monitoring? |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23
|
2023-24 |
| Welsh language essential | 51 (10%) | 80 (13%) | 51 (12%) | 70 (11%) | 72 (10%) | 85 (8%) |
| Welsh language desirable | 311 (62%) | 398 (64%) | 299 (68%) | 439 (66%) | 480 (70%) | 813 (75%) |
| Welsh to be learnt | 23 (5%) | 32 (5%) | 4 (1%) | 9 (1%) | 5 (1%) | 6 (1%) |
| Welsh not required | 117 (23%) | 113 (18%) | 84 (19%) | 143 (27%) | 130 (19%) | 186 (17%) |
| Total Welsh Language Designated Posts | 502 | 623 | 438 | 660 - Plus one advert for two posts (one post essential, one desirable) and one advert for a post that was desirable / to be learnt (subject to department need). | 687 | 1090 |