APPENDIX A: TABLES OF DATA Table 1 CAB Workload: Contacts by Nature of Contact 2014 2016 Enquiry Contacts By Work type Client Party Total Client Third Party Total Face to Face 2,955 76 3,031 1,679 21 1,700 Phone call 3,900 1,889 5,789 4,406 1,179 5,585 Letter 12,314 2,704 15,018 17,403 412 17,815 149 133 282 91 87 178 19,318 4,802 24,120 23,579 1,699 25,278 Total Gateway and 2014 2016 Daysheet Contacts Gateway Daysheet Total Gateway Daysheet Total by channel Face to Face 4,715 167 4,882 2,994 1,553 4,547 Adviceline Phone 76 3 79 30 17 47 Telephone 312 1 313 1,481 124 1,605 Letter/Mail 8 0 8 4 0 4 Email 1,114 14 1,128 658 25 683 Total 6,225 185 6,410 5,167 1,719 6,886 Table 2: CAB Workload: Contacts by Channel 2014 2016 Total Contacts Third Casework Casework by channel Client Total Client Total Party Prep Party Prep Face to Face 7,837 76 11 7,924 6,226 21 4 6,251 Adviceline 79 0 0 79 47 0 0 47 Phone Telephone 4,213 1,889 8 6,110 6,011 1,179 203 7,393 Letter/Mail 12,322 2,704 732 15,758 17,407 412 759 18,578 Email 1,277 133 67 1,477 774 87 2 863 Total 25,728 4,802 818 31,348 30,465 1,699 968 33,132 % of All 82.07 15.32 2.61 100.00 91.95 5.13 2.92 100.00 Table 3: Clients Seen Client Numbers % of All Clients 2014 Clients 2016 % 2014 % 2016 Clients with a new gateway or enquiry 6,562 4,925 93% 71% Clients helped with ongoing enquiries 327 317 5% 5% Daysheet records (proxy for a client) 185 1,719 3% 25% Total clients seen in the period 7,074 6,961 100% 100%
APPENDIX A: TABLES OF DATA Table 1 CAB Workload: Contacts by Nature of Contact Enquiry Contacts By Work type 2014 2016 Client Party Total Client Third Party Total Face to Face 2,955 76 3,031 1,679 21 1,700 Phone call 3,900 1,889 5,789 4,406 1,179 5,585 Letter 12,314 2,704 15,018 17,403 412 17,815 149 133 282 91 87 178 Total 19,318 4,802 24,120 23,579 1,699 25,278 Gateway and Daysheet Contacts by channel 2014 2016 Gateway Daysheet Total Gateway Daysheet Total Face to Face 4,715 167 4,882 2,994 1,553 4,547 Adviceline Phone 76 3 79 30 17 47 Telephone 312 1 313 1,481 124 1,605 Letter/Mail 8 0 8 4 0 4 Email 1,114 14 1,128 658 25 683 Total 6,225 185 6,410 5,167 1,719 6,886 Table 2: CAB Workload: Contacts by Channel Total Contacts by channel 2014 2016 Client Third Party Casework Prep Total Client Party Casework Prep Total Face to Face 7,837 76 11 7,924 6,226 21 4 6,251 Adviceline Phone 79 0 0 79 47 0 0 47 Telephone 4,213 1,889 8 6,110 6,011 1,179 203 7,393 Letter/Mail 12,322 2,704 732 15,758 17,407 412 759 18,578 Email 1,277 133 67 1,477 774 87 2 863 Total 25,728 4,802 818 31,348 30,465 1,699 968 33,132 % of All 82.07 15.32 2.61 100.00 91.95 5.13 2.92 100.00 Table 3: Clients Seen Client Numbers % of All Clients 2014 Clients 2016 % 2014 % 2016 Clients with a new gateway or enquiry 6,562 4,925 93% 71% Clients helped with ongoing enquiries 327 317 5% 5% Daysheet records (proxy for a client) 185 1,719 3% 25% Total clients seen in the period 7,074 6,961 100% 100%
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