York Council staff absence through stress hits record high

The proportion of sickness absences recorded by Council employees, because of stress related issues, reached a record high during the last financial year.

21.8% of absences were put done to stress compared to a previous high of 19.5% seen in 2010/11

Dates Days Lost/FTE (all) Days Lost/FTE (stress) % of absence days lost because of stress
01/04/2009-31/03/2010 8.98 1.74 19.38
01/04/2010-31/03/2011 10.48 2.04 19.51
01/04/2011-31/03/2012 8.56 1.22 14.25
01/04/2012-31/03/2013 8.63 1.68 19.47
1/04/1013-31/03/2014 9.15 1.99 21.79

Overall the number of sickness days per employee has also risen to 9.2%

The Council has not yet commented on the worrying trend

York Council mobile phones

mobile-phones

The York Council has revealed that it rents nearly 2000 mobile phones and other mobile devices for use by its workforce.

Mostly these are Nokia 113, Samsung Galaxy Young and Samsung Galaxy S4 Mini models.

It has now decided to implement a management system for them called air watch

The Council has fewer than 4000 employees with 3500 registered for IT helpdesk support.

The relatively high ratio of corporate phones to employee numbers has not been the subject of any recent review by the Councils audit committee.

Complaints about the York Council continue at high level

The Council have belatedly published answers to questions posed at its meeting in December. One of the questions tabled asked about complaint levels towards the end of last year and also sought information about the source of service reports.

Concerns had been raised about whether some web generated reports had found their way into the system.

The number of complaints received by the Authority is reported as

Complaints
Jun – Nov   2013
Stage 1
511
Stage 2
126
Stage 3
2
Total
639

Stage 3 complaints are the most serious. The classification means that the complainant remains dissatisfied with the response provided by the Council

The overall number of contacts with the Council (by channel) are:

 

April

May

June

July

Aug

Sept

Total

Total telephone calls 2012

23980

23525

22654

22654

22373

23938

140851

Total footfall 2012

5775

6167

5706

6456

5997

6427

36528

Total Emails 2012

3716

2969

3232

4570

4134

3413

22034

“do it on line” calls 2012

1230

709

1101

1606

1291

1841

7778

Total telephone calls 2013

33587

29971

26320

34132

26385

32990

183385

Total footfall 2013

10415

9757

8061

10123

10259

12226

60841

Total Emails 2013

7088

5199

4474

5823

4825

4697

32106

“do it on line” calls 2013

755

634

934

1667

1471

2387

7848

 

“Smarter York” App 2013 – 200 reports.

So the number of reports of public service failings being made by York residents to the Council continues to grow.

The much vaunted Smarter York mobile phone “app” has proved to be a flop. The “app” was under-developed when launched and is very limited in its scope when compared to commercial alternatives like “My Council”.

The costs of dealing with contacts made by residents are much higher than were expected when the Council moved to its new HQ.

They bring further into question the wisdom of the decision by Labour Councillors to close down local branch offices in sub-urbs like Acomb.

Several days out in Dusseldorf, Seoul, Rio, Shanghai, Chicago, New York, Paris, Nice, Cape Town, etc

Seoul

Seoul

The York Council has now published a list of foreign travel trips made by members and officials in the period from May 2011 to June 2013.

The list ends before the latest round of Tour De France related trips to Paris.

The full list can be downloaded from here.

NB. Some of the travel and hotel costs were covered by third party sponsorship

York Council explains telephone contact delays

Time taken to answer telephone calls to the York Council

Time taken to answer telephone calls to the York Council

The number of complaint calls to the Council almost doubled when the ill-fated new refuse collection schedules were introduced on 9th September.

Over 5500 residents tried to raise issues with the Council

Callers faced an average wait of nearly 3 minutes before being answered.

42% gave up waiting and hung up.

Commercial switchboard operators typically have a target “Time to Answer” of less than 20 seconds.

Swiychboard
The problems were exacerbated last week by the failure of the Council to update its database to allow its web site to be used to report missed bins.

The Council has promised to take action to align staff resources to more closely match demand levels in the future.