channel Migration and Website Expenditure

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Dear Mr Pawsey

Thank you for your request for information received on 01 October 2010. I
can confirm that this is being dealt with in accordance with the Freedom
of Information (Scotland) Act 2002. As such the request must be dealt
with within 20 working days and provided in a format of your choice.

A response to your request for information will be sent to you promptly;
and in any event not later than 29 October 2010.

Your request may not result in us supplying the information you asked for
as the Act imposes certain conditions and exemptions on the information we
may supply. If this is the case, we will let you know.

It is also possible that the information you request is controlled by
different legislation. Again, we will write to advise you of this.
Finally, we may have to charge for the information we give to you. If this
is the case, we will write requesting payment before we release the
information.

If you require further information please contact us on Tel: 0131 200
2340. Further information on the Freedom of Information Act (Scotland)
2002 can be obtained by visiting www.edinburgh.gov.uk|

Yours sincerely

Mark Francis
Contact Centre Manager

Freedom of Information, Level 1 Chesser House, 500 Gorgie Road, Edinburgh.
EH11 3YJ.
Tel: 0131 200 2340. Fax: 0131 200 2341. Email: [Edinburgh Council request email]

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Dear A Pawsey

Freedom of Information (Scotland) Act 2002 * Request for Information

Thank you for your request for information which has been dealt with under
the terms of the Freedom of Information (Scotland) Act 2002. You requested
information relating to contacts received by the City of Edinburgh Council
detailed by month for the last three years. You specifically requested:

- The number of contacts received via email

- The number of contacts received via the website

- The number of contacts received by telephone

- The number of face to face visitors

- Details, dates and costs of any investment made in our website
during the same three years

- If we have a channel migration or customer contact strategy
please provide a brief summary

Unfortunately, the Council is able to meet only part of your request in
full being the number of telephone calls recorded by the Contact Centre
detailed on the attached spreadsheet.

We hold only yearly figures for the website as opposed to monthly and
these are as follows:

Unique Visitors to Website

June 06 - June 07 - 2,315,657

June 07 - June 08 - 2,455,171

June 08 - June 09 - 3,253,580

June 09 *May 10 * 2,020,664

In response to your question relating to details and costs of any
investment made in our website during the same three years this
information is recorded in the table below.

+------------------------------------------------------------------------+
|Cost Element |Third Party|One off Cost|Annual Costs|
|----------------------------------+-----------+------------+------------|
|Implementation (Development, | | | |
|Design, Project Management) |Hyperwave | £95,000| £0|
|----------------------------------+-----------+------------+------------|
|Additional Functionality |Hyperwave | £7,800| £0|
|----------------------------------+-----------+------------+------------|
|Licenses - Corporate |Hyperwave | £0| £130,961|
|----------------------------------+-----------+------------+------------|
|Additional - Education licences |Hyperwave | £200,000| £0|
|----------------------------------+-----------+------------+------------|
|Infrastructure Support |BT | £0| £104,200|
|----------------------------------+-----------+------------+------------|
|Monitoring |Axzona | £0| £2,763|
+------------------------------------------------------------------------+

You also requested if we had a channel migration or customer contact
strategy. I can advise you that the most relevant strategy document which
you can access via our website at Council Papers on-line using the
following link.

[1]http://cpol.edinburgh.gov.uk/getdoc_ext....

Unfortunately the Council does not hold monthly website statistics and
does not hold statistics for the number of contacts received via email or
records of face to face visitors which you requested. Please note that in
terms of section 17 of the Freedom of Information (Scotland) Act 2002 this
is a formal notice that this information requested is not held.

Your right to seek a review

I appreciate that our decision may disappoint you and I am sorry that we
have not been able to release all the information you requested on this
occasion. If you are unhappy with the way we have dealt with your request,
you can ask us to review our actions and decisions by writing to the Head
of Legal and Administrative Services, The City of Edinburgh Council,
Waverley Court Business Centre 3:1, 4, East Market Street, Edinburgh, EH8
8BG or email: [2]legal.[Edinburgh City Council request email]

Please note that your request must be in a recordable format (email,
letter, audio tape etc.), and that you have 40 working days upon receipt
of this letter to ask for a review. You will receive a full response to
your review request within 20 working days of its receipt. Please remember
to quote the RFI reference number above in any future communications.

If you are not content with the outcome of the review, you can ask the
Scottish Information Commissioner to review our decision. You must submit
your complaint to the Commissioner within 6 months of receiving our review
response. The Commissioner can be contacted at:

The Office of the Scottish Information Commissioner

Kinburn Castle

Doubledykes Road

St Andrews

Fife

KY16 9DS

Telephone: 01334 464610

Fax: 01334 464611

Website [3]www.itspublicknowledge.info

E-mail: [4][email address]

Yours sincerely,

Lorraine Davidson

Corporate FOI Officer

Lorraine Davidson | Senior Legal Support Officer| The City of Edinburgh
Council I Corporate Services | Legal & Administrative Services I Waverley
Court Business Centre 3:1, 4 East Market Street, Edinburgh EH8 8BG.

Tel 0131 529 4135 | Fax 0131 529 3603|
[5][email address]

P SAVE PAPER - Please don't print this e-mail unless absolutely necessary

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References

Visible links
1. http://cpol.edinburgh.gov.uk/getdoc_ext....
http://cpol.edinburgh.gov.uk/getdoc_ext....
2. mailto:legal.[Edinburgh City Council request email]
3. http://www.itspublicknowledge.info/
4. mailto:[email address]
5. mailto:[email address]
mailto:[email address]