Citizen request pattern review
A six-week reading of contact-centre logs, repair jobs, and complaint files, drawn into a briefing pack a scrutiny committee can follow without a specialist sitting beside them.
Who it is for
District, borough, and county officers who must explain to members why the same streets, estates, or household types keep appearing in the request queue.
What you hold at the end
A bound briefing (usually 24–40 pages) plus two A3 maps: one of request volume by ward, one of jobs that passed the published timescale. Members receive a one-page reading note in plain language.
Scope
One service family per review — for example housing repairs, missed collections, planning enforcement, or adult social care contacts — covering a period you name, typically the last twelve months.
Included
- On-site or secure remote reading of extracts you supply (CSV, case-management exports, or redacted PDFs)
- A coded count of repeat callers, reopened jobs, and transfers between teams
- Draft maps and tables sent to the named officer for factual check before print
- One presentation to a scrutiny working group or equivalent, in person in England or by video if travel is disproportionate
- A short method note so Internal Audit can see how figures were counted
Not included
- Live access to your case system or writing of software
- Staffing recommendations or restructures
- Legal advice on individual complaints or ombudsman cases
- Freedom of Information responses drafted in your name
Who does the work
Miriam Hale leads the reading. Owen Pritchard draws the maps. A named junior researcher assists on counts. You meet the same three people throughout.
How the weeks run
- Week 1: scoping call, data-sharing agreement, and a walk-through of how your contact centre codes a request.
- Weeks 2–4: coding, mapping, and a mid-review note flagging gaps (missing wards, truncated timestamps, mixed service codes).
- Week 5: officer factual check.
- Week 6: print-ready pack, member reading note, and the committee session if booked.
Time
Six working weeks from receipt of a usable extract. Rush work inside four weeks is offered only when the extract is already clean and the committee date is fixed.
Place
Reading can be done at 22 Wade Lane, Saltcotes, or in your civic offices. The committee session is almost always on your premises.
What you prepare
Nominate one officer who knows the codes. Supply a data dictionary if you have one. Redact names before transfer unless your information-governance lead agrees a lawful route for identifiable records.
Limits we will not blur
We do not work from screenshots of dashboards. We need row-level extracts or a supervised sit-with in the contact centre. Reviews pause if the extract cannot be reconciled to published performance figures within two working days.
Fees
From £4,800 plus VAT for a single service family and one authority. Additional districts in a shared service, or a second service family, are quoted after the scoping call.
Next step
Write to hello@desktop-pathline.click with the service family, the committee date if known, and whether the extract already exists.