Channel Migration and Website Expenditure

FOI Acknowledgement

Thank you for your request for information, which was received by Essex
County Council on 30th September 2010

We will determine and let you know whether we hold the information you
have requested and consider whether it is exempt from disclosure. Under
certain circumstances we may charge for providing information, but we will
let you know before we do any work that would incur a charge.

Your request is covered by the Freedom of Information Act, under which we
must respond within 20 working days.

Please contact me if you would like further advice or assistance about
your request or your right to access information held by Essex County
Council.

Regards

Margaret Bonner

Partnerships Manager

Customer Excellence

Essex County Council | telephone: 01245 431 040 | extension: 21040
| [mobile number] | email: [1][email address]

EssexWorks
For a better quality of life

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Via email Our Ref: Com/HRCE/M.Bonner
Your Ref : MB/P
[FOI #48542 email] Date: 26th October 2010

Dear Mr Pawsey

Freedom of information request

Thank you for your request for information, which was received by Essex
County Council (ECC) on 30th September.

You requested the following information;-

1) Number of contacts received

via email, website, telephone and face-to-face visitors by month

for the last 3 years.

2) Dates and costs of any investment made in your website during
the same 3

years.

3) Brief summary of channel migration or customer contact
strategy.

I will answer each question in the order in which you raise them

1) Email, website & Face to face - The information you requested is not
held by or on behalf of Essex County Council so I am not able to provide
it to you.

I can however advise that we received in excess of 5,250,000 visitors to
our web site over the past three years and we received just under 8
million visitors to our library service last year.

2) Telephone - The information you requested is not held by or on
behalf of Essex County Council so I am not able to provide it to you.

However I can advise that we receive approximately 630,000 calls to our
main contact centre ' ContactEssex ' each year, this number

excludes all other calls to the County Council.

2) Dates and costs of any investment made in your
website during the last 3 years.

Essex County Council is in the process of creating a new website. The
website will be re-hosted, re-written and re-designed and the work is
scheduled to be completed in late Autumn 2010. It will enable
residents to find information more easily and access services more
readily which will save the council and residents time and money. The
cost of this work is approximately £800,000. This price was arrived at
following a long tendering procedure and rigorous procurement process.
The council is committed to improving services for residents, and doing
so in a way that achieves value for money .

I have also attached some ECC cabinet papers above for your
information.

3) Summary of our channel migration strategy

Essex county council are working to transform the Council around the needs
of our customers. We are looking at improving the customer facing end of
our business, by consolidating our customer contact channels and, where
feasible, ensuring that the most cost effective channels are used. Our web
transformation is the first stage of our customer contact improvement
transformation programme.

You may reuse all or part of this information free of charge in any format
or medium. You must reuse it accurately and not in a misleading context.
The material must be acknowledged as Essex County Council copyright and
you must give the title of the source document/publication.

If you are not satisfied with my response to your request, please let me
know. If I am unable to resolve the issue immediately, I will explain our
complaints procedure.

If, after following our complaints procedure, you are still not satisfied,
you are entitled to ask the Information Commissioner to review our
decision. You can contact him at Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF, telephone 01625 545700.

Yours sincerely

Regards

Margaret Bonner

Customer Excellence

Essex County Council | telephone: 01245 431 040 | extension: 21040
| [mobile number] | email: [1][email address]

EssexWorks
For a better quality of life

show quoted sections