Statistics

The number of enquiries and clients seen this year is down on last year, which is partially due to essential closures of the Bureau to facilitate the installation of the temporary accommodation and internal decoration of the main building.

Other factors that have had an effect on the statistics are the introduction of the computer system that required extensive training of all staff plus initially the additional time taken to complete the electronic files.

The new computer system has standardize the collection of statistics on a national basis. Therefore for this year a one-for-one direct comparison should only be used as a guide.

Total Enquiries for 2004 - 2005 was 14016
Total Enquiries for 2003 - 2004 was 16591
These enquiries can be broken down in to the following workload categories:

These enquiries may also be categorised as below:

The number of clients who accessed our service in 2004 - 2005 was
7070 from the 3 access points as follows:

The head count for 2003 - 2004 was 9555

It has been noted that over recent years the increasing complexity of clients problems has lead to many clients raising more than one enquiry, this past year has been no exception to this trend, indeed this year, on average each client raised nearly two enquiries.
The corollary is that each client on average, demands more adviser time than ever before.
For the Bureau staff to carry out background work on behalf of the client, it has been
noted that there has been an increase in the number of return appointments, which again is an indicator of the
complexity of the issues being raised by the clients.

This obviously has a significant impact on the number of clients the each adviser can see.

Back to Annual Review 2004-5