Management Board statistics - commentary October Quarter 2

(1)

FOI

A risk is developing with some 10 cases that are over 1 year old. These are all awaiting final sign off.

DP

PECR

A big increase in concerns lodged about recorded voice messages.

GENERAL

Fee income continues to rise.

Simon Entwisle

Helpline calls down as anticipated. Last year’s figures were inflated by calls about the new registration procedure. In addition, we are seeing the benefits of work on our telephony that reduces double handling.

Receipts are the same as the last quarter but down on last year. The difference is accounted for by the reduction in cases where there has been no internal review. This is a result of the successful implementation of our on-line complaints checker which steers applicants back to the public authority if there hasn’t been a review. We have closed slightly more cases overall and issued more decision notices. The percentage of cases where we don’t uphold the appeal to the ICO remains the same at approximately 61%

Receipts down, again due to the complaints tracker heading off ineligible concerns. Note the new categories showing the outcome. 68.8% resulted in the ICO engaging the data controller.

Management Board statistics - commentary

October 2014 - Quarter 2

(2)

2013/14 2014/15 Quarter 1 1,335 1,225 Quarter 2 1,268 1,218 Quarter 3 1,163 Quarter 4 1,385 Total 5,151 2,443 2013/14 2014/15 Quarter 1 1,296 1,285 Quarter 2 1,284 1,319 Quarter 3 1,255 Quarter 4 1,461 Total 5,296 2,604 Q2 % 715 54% 218 17% 278 21% 81 6% 17 1% 10 1% 1,319 100%

0-30 % ytd31-90 % ytd0 - 90 % ytd91 - 180 % ytd0-180 % ytd0-365 % ytd365 + % ytd

2013/14 2014/15 Not

upheld

Partially

upheld Upheld Total Not upheld

Partially

upheld Upheld Total

Quarter 1 232 309 Quarter 1 139 28 65 232 184 43 82 309 Quarter 2 298 365 Quarter 2 176 48 74 298 236 55 74 365 Quarter 3 316 Quarter 3 202 43 71 316 Quarter 4 415 Quarter 4 257 54 104 415 Total 1,106 674 Total 774 173 314 1,261 420 98 156 674 Received Closed -6.1% 1.0%

Decision Notices Served

1 yr - 18 months

2013/14

Decision Notices Served by outcome 271 - 365 days Total

2014/15 FOI and EIR Complaints - Age profiles of finished casework Age profile 0 - 30 days 31 - 90 days 91 - 180 days 181 - 270 days 1,121 1,268 1,218 0 200 400 600 800 1,000 1,200 1,400 12 13 13 14 14 15 Receipts in Quarter 2 2,299 2,603 2,443 0 500 1,000 1,500 2,000 2,500 3,000 12 13 13 14 14 15

Comparative Receipts YTD

1,094 1,284 1,319 0 200 400 600 800 1,000 1,200 1,400 12 13 13 14 14 15 Closures in Quarter 2 2,196 2,580 2,604 0 500 1,000 1,500 2,000 2,500 3,000 12 13 13 14 14 15

Comparative Closures YTD

1,178 1,121 1,086 1,303 1,335 1,268 1,163 1,385 1,225 1,218 1,102 1,094 1,002 1,536 1,296 1,284 1,255 1,461 1,285 1,319 0 100 200 300 400 500 600 700 800 900 1,000 1,100 1,200 1,300 1,400 1,500 1,600 1,700

Receipt & Closures by Quarter

Received Closed

FOI complaint casework

October 2014 - Quarter 2

35% 23% 19% 21% 2% 27% 27% 19% 25% 2% 0% 5% 10% 15% 20% 25% 30% 35% 40% C o m p la in t m a d e to o e a rl y ( n o in te rn a l re v ie w ) D e c is io n n o ti c e s e rv e d In e li g ib le C o m p la in t In fo rm a ll y re s o lv e d C o m p la in t n o t p ro g re s s e d

FOI Complaint casework comparison outcomes Q2

(3)

2013/14 2014/15 Quarter 1 3,676 3,334 Quarter 2 3,834 3,541 Quarter 3 3,514 Quarter 4 3,714 Total 14,738 6,875 2013/14 2014/15 Quarter 1 3,401 4,005 Quarter 2 3,839 3,608 Quarter 3 4,111 Quarter 4 4,141 Total 15,492 7,613 Q2 % 2,643 73% 699 19% 224 6% 37 1% 4 0% 1 0% 3,608 100% +5% Received Closed -8.5%

DP concerns - Age profiles of finished casework Age profile 0 - 30 days 31 - 90 days Total 91 - 180 days 181 - 270 days 271 - 365 days 1yr - 18 months 3,138 3,834 3,541 0 400 800 1,200 1,600 2,000 2,400 2,800 3,200 3,600 4,000 4,400 12 13 13 14 14 15 Receipts In Quarter 2 6,447 7,510 6,875 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 12 13 13 14 14 15

3,332 3,839 3,608 0 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 4,500 12 13 13 14 14 15 Closures in Quarter 2 6,027 7,240 7,613 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 12 13 13 14 14 15

3,309 _3,138 3,349 3,964 3,676 3,834 3,514 3,714 _3,334 3,541 2,695 3,332 3,404 4,611 3,401 3,839 4,111 4,141 4,005 3,608 0 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 4,500 5,000

Receipts and Closures by Quarter

Received Closed

DP concerns

October 2014 - Quarter 2

1238 750 587 335 321 161 ₁₄₄ 39 28 ₂ ₂ ₁ 0 200 400 600 800 1000 1200 1400 N o a c ti o n f o r D C D C a c ti o n r e q u ir e d C o n c e rn t o b e ra is e d w it h D C R e s p o n s e n e e d e d fr o m D C C o m p li a n c e a d v ic e g iv e n t o D C N o t D P A G e n e ra l a d v ic e g iv e n t o D C D C o u ts id e U K Im p ro v e m e n t A c ti o n P la n a g re e d N o o rd e r m a d e O rd e r m a d e C ri m in a l In v e s ti g a ti o n p u rs u e d

(4)

2013/14 2014/15 Quarter 1 57,236 47,843 Quarter 2 40,082 50,611 Quarter 3 29,872 Quarter 4 34,530 Total 161,720 98,454 Telesales call where I heard a recorded voice Telesales call where I spoke to a person SPAM Texts Telesales call where I heard a recorded voice Telesales call where I spoke to a person SPAM Texts Quarter 1 34,066 15,347 7,445 22,105 18,635 6,830 Quarter 2 17,007 15,687 7,080 26,237 18,170 5,925 Quarter 3 10,548 12,050 6,976 Quarter 4 12,403 13,185 8,638 Total 74,024 56,269 30,139 48,342 36,805 12,755 2013/14 2014/15 Quarter 1 75 38 Quarter 2 85 39 Quarter 3 53 Quarter 4 65 Total 278 77 Concerns reported 2013/14 2014/15

Nature of telesales and SPAM texts reported

Cookie concerns reported

20,671 40,082 50,611 0 10,000 20,000 30,000 40,000 50,000 60,000 12 13 13 14 14 15

Concerns reported in Quarter 2

33,936 97,318 98,454 0 20,000 40,000 60,000 80,000 100,000 120,000 12 13 13 14 14 15

Comparative concerns reported YTD

PECR concerns

October 2014 - Quarter 2

258 226 114 87 75 85 53 65 38 39 0 50 100 150 200 250 300

Cookie concerns reported

52% 36%

12%

Nature of telesales and SPAM texts reported Q2

Telesales call where I heard a recorded voice Telesales call where I spoke to a person

(5)

FOI and EIR Complaints - Age profiles DP Concerns - Age profiles Caseload Q2 % Caseload Q2 % 228 30.5% 599 56.4% 238 31.9% 334 31.5% 191 25.6% 105 9.9% 65 8.7% 13 1.2% 14 1.9% 10 0.9% 11 1.5% 1 0.1% 747 100% 1,062 100% Caseload Q2 % Caseload Q2 % 233 98% 123 28% 3 1% 204 47% 2 1% 108 25% 238 100% 435 100% Caseload Q2 % Caseload Q2 % 6 3.4% 8 13.6%

10 5.6% 0-180 % ytd0-365 % ytd365 + % ytd 13 22.0%

19 10.7% 14 23.7% 54 30.3% 7 11.9% 39 21.9% 2 3.4% 50 28.1% 15 25.4% 178 100% 59 100% 91 - 180 days 91 - 180 days 181 - 270 days 1 yr - 18 months 365 days + 181 - 270 days

Average age of caseload in days at end of each quarter

271 - 365 days 271 - 365 days

FOI and EIR Complaints over 6 months old

Total Total

0 - 30 days 31 - 90 days

DP Concerns over 6 months old 31 - 90 days Age profile Age profile 0 - 30 days 0 - 30 days 31 - 90 days Caseload trend

Case types can change as work is progressed, which means work can move between caseloads.

Written advice - age profile

31 - 90 days 91 - 180 days Total Age profile 0 - 30 days Over 1 yr Age profile 0 - 30 days 31 - 90 days 91 - 180 days Total

Self reported Incidents - age profile

Age profile Total Age profile 0 - 30 days 31 - 90 days 91 - 180 days 181 - 270 days 271 - 365 days Over 1 yr Total

Enforcement - age profile Criminal Investigations - age profile

91 - 180 days 181 - 270 days 271 - 365 days

Caseload snapshot

October 2014 - Quarter 2

75 77 86 ₇₂ 81 87 91 75 85 86 0 20 40 60 80 100

FOI and EIR Complaints

65 57 ₅₄ 50 50 ₅₇ 61 52 46 43 0 10 20 30 40 50 60 70 DP Concerns 0 500 1000 1500 2000 2500 3000 3500 Q 1 1 2 1 3 Q 2 1 2 1 3 Q 3 1 2 1 3 Q 4 1 2 1 3 Q 1 1 3 1 4 Q 2 1 3 1 4 Q 3 1 3 1 4 Q 4 1 3 1 4 Q 1 1 4 1 5 Q 2 1 4 1 5 FOI DP Advice Enforcement Criminal Investigations Self reported Incidents

(6)

2013/14 2014/15 Quarter 1 3,064 2,881 Quarter 2 3,218 3,007 Quarter 3 2,826 Quarter 4 2,793 Total 11,901 5,888 2013/14 2014/15 Quarter 1 3,051 2,852 Quarter 2 3,043 2,718 Quarter 3 2,764 Quarter 4 2,722 Total 11,580 5,570 ` 2013/14 2014/15 2013/14 2014/15 Quarter 1 64,231 54,749 Quarter 1 59,686 52,170 Quarter 2 73,030 49,217 Quarter 2 67,996 46,933 Quarter 3 63,553 Quarter 3 60,249 Quarter 4 59,089 Quarter 4 55,506 Total 259,903 103,966 Total 243,437 99,103 2013/14 2014/15 Average Wait (CST) 2013/14 2014/15 Quarter 1 93% 95% Quarter 1 100 61 Quarter 2 93% 95% Quarter 2 94 61 Quarter 3 95% Quarter 3 72 Quarter 4 94% Quarter 4 74 Total 94% 95% Average Wait YTD 85 61 2013/14 2014/15 Received 259,903 103,966 Answered 243,437 99,103 % Answ'd 94% 95% 2013/14 2014/15 Quarter 1 £3,773,331 £3,993,100 Quarter 2 £3,891,318 £4,272,808 Quarter 3 £4,321,522 Quarter 4 £4,593,499 Total £16,579,670 £8,265,908 Helpline advice Helpline calls received

Registration fee income

Fee income received

Helpline calls answered

Written advice Written advice casework received

Written advice casework closed

% calls answered Average wait time

Helpline calls YTD

3,218 _3,007 1,000 1,500 2,000 2,500 3,000 3,500 13 14 14 15 Receipts in Quarter 2 6,282 5,888 3,600 4,100 4,600 5,100 5,600 6,100 6,600 13 14 14 15

3,043 2,718 1,500 1,700 1,900 2,100 2,300 2,500 2,700 2,900 3,100 3,300 13 14 14 15 Closures in Quarter 2 6,094 5,570 3,300 3,800 4,300 4,800 5,300 5,800 6,300 13 14 14 15

Advice

October 2014 - Quarter 2 56,309 73,030 49,217 53,879 67,996 46,933 0 10,000 20,000 30,000 40,000 50,000 60,000 70,000 80,000 12 13 13 14 14 15

Total Helpline Calls Received in Quarter 2

Calls received Calls answered

109,275 137,261 103,966 104,594 127,682 99,103 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 12 13 13 14 14 15

Comparative Total Calls Received YTD

£3,797,398 £3,891,318 £4,272,808 £1,000,000 £2,000,000 £3,000,000 £4,000,000 £5,000,000 12 13 13 14 14 15

Registration Fee Income for Quarter 2

£7,628,538 £7,664,649 £8,265,908 £1,000,000 £2,000,000 £3,000,000 £4,000,000 £5,000,000 £6,000,000 £7,000,000 £8,000,000 £9,000,000 12 13 13 14 14 15

Comparative fee income YTD

83% 17%

Fee income received in Q2 by fee tier

(7)

Received Finished Quarter 1 441 206 Quarter 2 425 221 Quarter 3 Quarter 4 Total 866 427 Data

Protection PECR FOI and EIR

Data

Quarter 1 9 23 3 249 22 2 Quarter 2 8 13 5 100 25 4 Quarter 3 Quarter 4 Total 17 36 8 349 47 6 Data Protection PECR FOI and EIR Data

Quarter 1 57 0 2 61 0 2 Quarter 2 38 0 2 55 0 1 Quarter 3 Quarter 4 Total 95 0 4 116 0 3 2014/15

Enforcement and Criminal Investigations Self reported Incidents

Received Finished Enforcement Criminal Investigations Received Finished 2014/15 7 8 12 12 12 14 16 20 25 30 72 129 0 50 100 150 Charities Housing Lenders Solicitors/Barristers Direct marketing Policing and criminal

records Central Government General business Education Other Local Government Health

Sectors generating most Enforcement cases YTD Enforcement Statistics October 2014 - Quarter 2 168 48 55 20 21 9 2 15 1 11 13 1 6 0 20 40 60 80 100 120 140 160 180 G e n e ra l a d v ic e g iv e n t o o rg Im p ro v e m e n t A c ti o n P la n a g re e d C o m p li a n c e a d v ic e g iv e n to o rg D C a c ti o n r e q u ir e d A d v is o ry V is it re c o m m e n d e d C o m p li a n c e A u d it re c o m m e n d e d M o n it o re d s u ff ic ie n t im p ro v e m e n t C ri m in a l In v e s ti g a ti o n p u rs u e d Outcomes YTD DP PECR FOI 55 24 7 4 4 4 2 1 0 10 20 30 40 50 60 In l in e w it h R e g u la to ry A c ti o n P o li c y in s u ff ic ie n t e v id e n c e O th e r a g e n c y d e a li n g D C d o e s n o t s u p p o rt p ro se c u ti o n L e g a l a d v is e n o t in p u b li c in te re s t L e g a l a d v is e in s u ff ic ie n t e v id e n c e Outcomes YTD DP FOI 4 4 4 6 6 13 16 41 0 10 20 30 40 50 Insurance Recruitment agencies Courts/Justice system Direct marketing Lenders General business Local Government Health

Sectors generating most criminal investigations cases 72 15 1 107 2 9 148 46 15 ₉ 1 1 0 20 40 60 80 100 120 140 160 N o a c ti o n f o r D C D C a c ti o n re q u ir e d A d v is o ry V is it re c o m m e n d e d Im p ro v e m e n t A c ti o n P la n a g re e d C ri m in a l In v e st ig a ti o n p u rs u e d D C o u ts id e U K N o t D P A C o m p li a n c e A u d it re c o m m e n d e d Outcomes YTD Q1 Q2 4 6 8 8 11 11 12 13 14 20 25 36 57 162 0 50 100 150 200 Pensions

Policing and criminal records Insurance Telecoms Financial advisors Lenders Charities Central Government Housing Solicitors/Barristers General business Education Local Government Health