Management Board statistics - commentary January Quarter 3
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1 Management Board statistics - commentary January Quarter 3 FOI Highest ever Q3 receipts matched by record closures. Very low front end caseloads. Taking longer to close cases. DP 13% more referrals but a decrease in the percentage of cases where compliance with DP was unlikely. Helpline 23% increase in calls received so far this year. Changes in telephony system implemented which should reduce receipts. Simon Entwisle 1
2 FOI complaint casework January Quarter 3 212/13 213/14 Quarter 1 1,18 1,335 Quarter 2 1,121 1,269 Quarter 3 1,86 1,168 Quarter 4 1,34 4,691 3,2 1,4 1,2 1, Receipts in Quarter 3 1,19 1,86 1,168 4, 3,5 3, 2,5 2, 1,5 1, 5 Comparative Receipts YTD 3,28 3,38 3,2 +11% 212/13 213/14 Quarter 1 1,94 1,29 Quarter 2 1,84 1,285 Quarter ,256 Quarter 4 1,524 4,696 3,838 1,4 1,2 1, Closures in Quarter 3 1,23 1, ,5 4, 3,5 3, 2,5 2, 1,5 1, 5 Comparative Closures YTD 3,422 3,12 3, % Receipt & Closures by Quarter 1, 1,6 1,5 1,4 1,3 1,2 1,1 1, ,281 1,23 1,339 1,94 1, ,524 1,29 1,256 1,285 1,269 1,338 1,34 1,335 1,18 1,84 1,85 1,19 1,86 1,168 1, Caseload at end of each Quarter % ytd1-9 % yt- 9 % y- 18 % -18 % yt-365 % yt65 + % ytd FOI and EIR Complaints - s of finished casework Q3 % - 3 days 69 54% 31-9 days 113 9% days % days % days 2 2% 1 yr - 18 months 1 % 1,256 1% 4% 35% 3% 25% 2% 15% 1% 3% 36% FOI Complaint Comparative Outcomes Q3 25% 24% 18% 18% 18% 19% Decision Notices Served 212/13 213/14 Quarter Quarter Quarter Quarter , % 5% % Complaint made too early (no internal review) Decision notice served Ineligible Complaint Informally resolved 2% 2% Complaint not progressed Not upheld Decision Notices Served by outcome 212/13 Partially upheld Upheld Not upheld 213/14 Partially upheld Upheld Quarter Quarter Quarter Quarter , Some complaints that are originally classified as FOI receipts are subsequently reclassified and removed from the receipt total. This affects the caseload and causes it not to balance with quarterly receipts and closures. 2
3 DP complaint casework January Quarter 3 212/13 213/14 Quarter 1 3,311 3,66 Quarter 2 3,14 3,838 Quarter 3 3,355 3,532 Quarter 4 3,965 13,1 11,46 4, 3,6 3,2 2,8 2,4 2, 1,6 1,2 8 4 Receipts In Quarter 3 3,355 3,532 2,82 13, 11, 9,, 5, 3, 1, Comparative Receipts YTD 9,15 9,86 11,46 +13% 212/13 213/14 Quarter 1 2,695 3,42 Quarter 2 3,332 3,842 Quarter 3 3,44 4,115 Quarter 4 4,611 14,42 11,359 4,5 4, 3,5 3, 2,5 2, 1,5 1, 5 Closures in Quarter 3 4,115 3,123 3,44 13, 11, 9,, 5, 3, 1, Comparative Closures YTD 11,359 9,14 9,431 +2% Receipts and Closures by Quarter Caseload at the end of each Quarter 5, 4, ,5 4, 3,5 3, 3,58 3,292 3,123 2,695 2,32 3,332 3,44 3,42 3,842 4, ,5 2, 1,5 3,85 3,838 3,145 3,228 3,311 3,14 3,965 3,66 3,355 3,532 2, , 5 5 Complaint Comparative Outcomes Q3 DP Complaints - s of finished casework - 3 days 31-9 days days days days Q3 % 2,426 59% % % 133 3% 1 % 4,115 1% 45% 4% 35% 3% 25% 2% 15% 39% 32% 33% 26% 22% 19% 13% 15% % 5% % Some complaints that are originally classified as DP receipts are subsequently reclassified and removed from the receipt total. The affects the caseload and causes it not to balance with quarterly receipts and closures. Assessment made - compliance unlikely Complaint made too early Assessment made - compliance likely Complaint not progressed 3
4 PECR concerns January Quarter 3 Concerns reported 212/13 213/14 Quarter 1 13,265 5,236 Quarter 2 2,61 4,82 Quarter 3 4,318 29,82 Quarter 4 8, ,898 12,19 5, 45, 4, 35, 3, 25, 2, 15, 1, 5, Concerns reported in Quarter 3 4,318 29, , 12, 1, 8, 6, 4, 2, Comparative concerns reported YTD 12,19 81, Nature of telesales and SPAM texts reported 212/13 213/14 heard a SPAM Texts heard a SPAM Texts spoke to a spoke to a recorded recorded person person voice voice Quarter 1 6,11 1,983 4,88 34,66 15,34,445 Quarter 2 5,3 6,92 8,99 1, 15,68,8 Quarter 3 1,56 18,425 18,44 1,548 12,5 6,96 Quarter 4 53,922 15,42 11,21 5,838 42,422 42,31 61,621 43,84 21,51 Nature of telesales and SPAM texts reported Q3 23% 41% 36% heard a recorded voice spoke to a person SPAM Texts Cookie concerns reported 3 Cookie concerns reported 212/13 213/14 Quarter Quarter Quarter Quarter
5 Complaint Caseload January Quarter 3 FOI and EIR Complaints - s DP Complaints - s - 3 days 31-9 days days days days 1 yr - 18 months Caseload Q3 Caseload Q3 % % % - 3 days 23 36% % 31-9 days 84 39% 3 31% days % 96 1% days 58 3% 13 1% days 1 % 2 % 2,4 1% 96 1% Average age of caseload in days at end of each quarter FOI and EIR Complaints DP Complaints % ytd31-9 % ytd1-18 % ytd -18 % ytd-365 % ytd+ % ytd FOI and EIR Complaints over 6 months old DP Complaints over 6 months old months 9-12 months Over 12 months 211/12 212/13 213/ months 9-12 months Over 12 months 211/12 212/13 213/14 5
6 Advice January Quarter 3 Written Written casework received 212/13 213/14 General Registration General Quarter 1 2,91 4,11,612 3,64 Quarter 2 2,84 6,228 9,5 3,218 Quarter 3 2,593 3,494 6,8 2,829 Quarter 4 2,915 3,22 5,93 11,256 1,455 28,11 9,111 1, 9, 8,, 6, 5, 4, 3, 2, 1, Receipts in Quarter 3 6,645 6,8 2,829 25, 2, 15, 1, 5, Comparative Receipts YTD 24,164 22,4 9,111 Written casework closed 8, Closures in Quarter 3 18, Comparative Closures YTD 212/13 213/14 General Registration General Quarter 1 2,9 4,534,243 3,51 Quarter 2 3,15 5,82 8,835 3,39 Quarter 3 2,65 3,396 6,46 2,64 Quarter 4 3,211 3, 6,918 11,585 1,45 29,42 8,854 `, 6, 5, 4, 3, 2, 1,,5 6,46 2,64 15, 12, 9, 6, 3, 23,945 22,124 8,854 written - age profile Caseload at the end of each Quarter - 3 days 31-9 days days General Caseload Q3 % 19 96% 4% 1 1% 198 1% Since the introduction of our new registration service, requests for registration are no longer measured separately and are part of our overall registration service transactions. We will be developing MI to cover our new registration service during the financial year ,2 1,1 1, , 1, ,131 1, Helpline Helpline calls received Helpline calls answered 212/13 213/14 212/13 213/14 Quarter 1 52,966 64,231 Quarter 1 5,15 59,686 Quarter 2 56,39 3,3 Quarter 2 53,89 6,996 Quarter 3 54,629 63,553 Quarter 3 51,826 6,249 Quarter 4 61,234 Quarter 4 5, ,138 2, ,813 18,931 % calls answered Average wait time, 6, 5, 4, 3, 2, Helpline Calls in Quarter 3 63,553 6,249 54,629 48,18 51,826 46,32 Calls received +16% Calls answered +16% 212/13 213/14 Average Wait (CST) 212/13 213/14 Quarter 1 96% 93% Quarter Quarter 2 96% 93% Quarter Quarter 3 95% 95% Quarter Quarter 4 94% Quarter % 94% Average Wait YTD , Calls received Calls answered Comparative Calls YTD Helpline calls YTD 212/13 213/14 225,138 2,814 Answered 213,813 18,931 % Answ'd 95% 94% 25, 2, 15, Calls received +23% 1, 5, 156,12 148,56 163,94 156,42 2,814 18,931 Calls answered +2% Registration fee income Fee income received 212/13 213/14 Quarter 1 3,831,14 3,3,331 Quarter 2 3,9,398 3,891,318 Quarter 3 4,183,8 4,321,522 Quarter 4 4,461,358 16,23,64 11,986,11 5,, 4,, 3,, Registration Fee Income for Quarter 3 14,, 12,, 1,, 8,, Comparative fee income YTD 2,, 3,41,139 4,183,8 4,321,522 6,, 11,212,42 11,812,316 11,986,11 Fee income received in Q3 by fee tier 1,, 4,, 2,, % 18% T1 ( 35) T2 ( 5) 6
7 Enforcement Statistics January Quarter 3 Enforcement cases created Self-Reported Breaches Data Protection PECR FOI and EIR 212/13 213/14 Quarter Quarter Quarter Quarter /13 Quarter Quarter Quarter Quarter ,16 1,39 Quarter Quarter /14 Quarter Quarter 4 1, Outcome of Civil Enforcement work finished Enforcement cases finished 25 Data PECR FOI and EIR Protection Quarter /13 Quarter Quarter Quarter , Quarter /14 Quarter Quarter Quarter 4 1, DP PECR FOI *1158 cases finished with outcome investigated, remedial action identified YTD Age distribution of current caseload months 6-9 months 9-12 months Over 12 months Q3 13/14 Monetary Penalty Notice served Undertaking obtained Enforcement notice served Sector breakdown of Enforcement work finished Outcome of Criminal Investigation work finished Health 396 Local Government 243 Other 19 Education 12 General business 8 Solicitors/Barristers 61 Policing and criminal 56 Housing 39 Central Government 34 Charities 32 Lenders 28 Financial advisors 28 Direct marketing 23 Telecoms 18 Retail 18 Internet 18 Insurance 15 Courts/Justice system 14 Social services 12 Regulators Investigated; insufficient evidence to prosecute 6 Prosecuted DP FOI Investigated; remedial action identified - This category encompasses all cases investigated by the civil investigation team which do not result in formal regulatory action, such as a civil monetary penalty or enforcement notice. This also includes cases that may not breach the Data Protection Act, but where detailed can be provided to a data controller, to cases that require a full investigation of the circumstances of a breach but which eventually do not meet the criteria for formal action by the Commissioner.
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