Chamber and committees

I refer the member to the answer to question S6W-32136 on 18 December 2024. All answers to written Parliamentary Questions are available on the Parliament's website, the search facility for which can be found athttps://www.parliament.scot/chamber-and-committees/written-questions-and-answers.

The Scottish Public Finance Manual (SPFM) is issued by the Scottish Ministers to provide guidance on the proper handling and reporting of public funds.

Under the terms of SPFM, the Scottish Government and SEPA operate a joint Framework agreement. Sections 25-26 and Sections 32-34 of that agreement details SEPA’s duties to develop Corporate and annual business plans, which include reporting on key performance targets.

This is readily accessible on the SEPA website here: SEPA Framework | Beta | SEPA | Scottish Environment Protection Agency.

As SEPA are directly responsible for its day-to-day operations, I have asked Nicole Paterson, Chief Executive of SEPA to respond. Her response is as follows:

As part of the early implementation of the enhanced out-of-hours service, SEPA successfully managed 182 calls that were received outside of working hours during the first four weeks of operation. This included 24 emergency service calls and 158 general inquiries, with a total of 21 calls requiring escalation, all of which were resolved promptly.

SEPA will continue to monitor call performance and customer experience through continuous engagement and involvement of the customer hub team and colleagues across the service, and through customer feedback surveys. A customer experience manager with significant experience of managing contact centres has been appointed to ensure the effective planning and performance management of SEPA’s customer service.

As SEPA are directly responsible for its day-to-day operations, I have asked Nicole Paterson, Chief Executive of SEPA to respond. Her response is as follows:

SEPA plan the work it will deliver each year and regularly monitor, review and report on performance in a variety of formats.

The automated customer hub enables greater data insights for regular and accurate performance reporting. KPIs include first call resolution, average handling time, call abandoned, time spent customer facing as percentage of rota, forecast and adherence time and customer satisfaction.

The Scottish Government have previously published in an FOI response that £519,842.13 inc VAT was spent on investigating the creation of a Scottish public energy company. This information is available in detail at Public money spent on state run energy company: FOI release - gov.scot.

There is no change to how the public contact SEPA’s 24-7 service. The public are still able to use the same telephone number or online contact form to report incidents.

SEPA’s external website provides clear information on how to contact SEPA and report an incident Contact us | Beta | SEPA | Scottish Environment Protection Agency.

I refer the member to the answer to question S6W-32136 on 18 December 2024. All answers to written Parliamentary Questions are available on the Parliament's website, the search facility for which can be found athttps://www.parliament.scot/chamber-and-committees/written-questions-and-answers.

SEPA has robust resilience and emergency management processes in place with partners.

There is no change for stakeholders as they continue to use the unchanged Priority Partner number (emergency services). Previously callers would have used a specific number and spoke to a person in the Customer Hub and that process has not changed.

I refer the member to the answer to question S6W-32923 on 15 January 2025. All answers to written Parliamentary Questions are available on the Parliament's website, the search facility for which can be found at https://www.parliament.scot/chamber-and-committees/written-questions-and-answers.

SEPA’s 24-hour availability to the Scottish public remains fully in place, ensuring 24-7 coverage for critical support for Scotland’s communities and environment. Where appropriate, this includes direct access to a SEPA employee to ensure a timely and effective response.