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% |
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% |
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
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 |