Contact Islington issue resolution performance

william perrin made this Freedom of Information request to Islington Borough Council

The request was successful.

From: william perrin

10 July 2010

Dear Islington Borough Council,

Contact Islington is the primary contact point for the public with
the council to report and resolve problems or ask questions. People
report an issue and it is resolved or not as contact islington
allocates the job to the correct part of the council. There is i
understand measurement of the time that process takes and targets
for that as one would expect in performance managing any modern
customer service system. These might include: date issue reported,
date issue job passed on as job for action, date issue fully
resolved.

For the last financial or reporting year could you please provide
documents, charts, spreadsheets, reports and other information
about the:

internal targets, particularly issue resolution for contact
islington

aggregate performance of contact islington in resolving issues
raised by the public - such as percent of issues resolved within
target

breakdown of that aggregate performance into meaningful sub units
such as council organisational/operational units (eg housing,
environment, roads etc), external contracters. for instance which
council units or contractors perform the best and worst.

breakdown of aggregate performance into themes/topics reported - eg
potholes, broken street lights, dog fouling etc

trends in performance over time in year and between financial
years, if available.

The above is all mundane management information and should be
readily available.

This is fundamental information about delivery of services to the
public and there is a strong public interest presumption in
releasing such information.

If you are relying on section 41 (the exemption for legal breach of
confidence) then I would like to know the following:
• When these confidentiality agreements were agreed
• All correspondence and email in which these confidentiality
agreements were discussed.
• The precise wording of the confidentiality agreements

I ask these questions because guidance issued by both the Lord
Chancellor (draft guidance on FOI implementation) and the Office of
Government Commerce (Model terms and conditions for goods and
services) specifically state that public authorities should not
enter into these types of agreements; they go directly against the
spirit of the laws of disclosure.

I would also point to the Information Commissioner’s guidance on
accepting blanket commercial confidentiality agreements:
‘Unless confidentiality clauses are necessary or reasonable, there
is a real risk that, in the event of a complaint, the Commissioner
would order disclosure in any case.’

Yours faithfully,

william perrin

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From: william perrin

11 August 2010

Dear Islington Borough Council,

by law you should have responded promptly to my request for
information about contact islington and by 10 august 2010.

your time is now up and i request a response.

Yours faithfully,

william perrin

Link to this

From: FOIA
Islington Borough Council

11 August 2010

Thank your for your email. If your email concerns a Freedom of Information
request to Islington Council, your email has been received and will be
processed shortly.

Kind regards,

The Information Governance team
Technology Solutions Group
Islington Council
60 Highbury New Park, N5 2DJ
[1]www.islington.gov.uk

References

Visible links
1. file:///tmp/outbind:/1-000000006FFB5AA1F75FCD4A9F4F9C622E59DE480700DC908BA5DE8E2E4CA57770AFA98CCA8500000003399E0000BB7A0CF93E9A084781CDC75884926B0D000009232C820000/www.islington.gov.uk

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From: Good, Kit
Islington Borough Council

16 August 2010

Dear Mr Perrin

FREEDOM OF INFORMATION REQUEST 342038

I am very sorry for the delay in responding to your request and any
inconvenience this has caused.

The council is pulling together the information and we aim to have a
response for you by the end of this week.

Yours sincerely,

Kit Good
Technology, Records and Information Manager
Technology Solutions Group
Corporate Resources
London Borough of Islington
60 Highbury New Park, N5 2DJ
Tel: 020 7527 1789

[1]http://www.islington.gov.uk

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References

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1. http://www.islington.gov.uk/
2. http://www.islington.gov.uk/freedomofinf...
3. mailto:[Islington Borough Council request email]
4. http://www.islington.gov.uk/

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From: Good, Kit
Islington Borough Council

20 August 2010

Attachment 200910 October Highways Main.xls
36K Download View as HTML

Attachment 200910 October SES Main.xls
43K Download View as HTML

Attachment 200910 October Tree.xls
15K Download View as HTML

Attachment 200911 November Highways Main.xls
32K Download View as HTML

Attachment 200911 November SES Main.xls
36K Download View as HTML

Attachment 200911 November Tree.xls
18K Download View as HTML

Attachment 200912 December Highways Main.xls
31K Download View as HTML

Attachment 200912 December SES Main.xls
36K Download View as HTML

Attachment 200912 December Tree.xls
17K Download View as HTML

Attachment 201001 January Highways Main.xls
32K Download View as HTML

Attachment 201001 January SES Main.xls
35K Download View as HTML

Attachment 201001 January Tree.xls
18K Download View as HTML

Attachment 201002 February Highways Main.xls
30K Download View as HTML

Attachment 201002 February SES Main.xls
35K Download View as HTML

Attachment 201002 February Trees.xls
18K Download View as HTML

Attachment 201003 March Highways Main.xls
34K Download View as HTML

Attachment 201003 March SES Main.xls
36K Download View as HTML

Attachment 201003 March Trees.xls
17K Download View as HTML

Attachment 201004 April Highways Main.xls
32K Download View as HTML

Attachment 201004 April SES Main.xls
35K Download View as HTML

Attachment 201004 April Trees.xls
17K Download View as HTML

Attachment 201005 May Highways Main.xls
34K Download View as HTML

Attachment 201005 May SES Main.xls
33K Download View as HTML

Attachment 201005 May Trees.xls
17K Download View as HTML

Attachment 201006 June Highways Main.xls
32K Download View as HTML

Attachment 201006 June SES Main.xls
20K Download View as HTML

Attachment 201006 June Trees.xls
17K Download View as HTML

Attachment 201007 July Highways Main 26JUL.xls
33K Download View as HTML

Attachment 201007 July SES Main26JUL.xls
19K Download View as HTML

Attachment 201007 July Trees All.xls
30K Download View as HTML

Attachment 201008 August Highways Main.xls
30K Download View as HTML

Attachment 201008 August SES Main.xls
19K Download View as HTML

Attachment 201008 August Trees.xls
17K Download View as HTML

Dear Mr Perrin

FREEDOM OF INFORMATION REQUEST REF No: 342038

Thank you for your information request, received on 10 July. I
apologise for the delay in responding to you and any inconvenience this
may have caused.

You requested the following information:

For the last financial or reporting year could you please provide
documents, charts, spreadsheets, reports and other information about
the:

- internal targets, particularly issue resolution for contact islington
- aggregate performance of contact islington in resolving issues raised
by the public - such as percent of issues resolved within target
- breakdown of that aggregate performance into meaningful sub units such
as council organisational/operational units (eg housing, environment,
roads etc), external contractors. for instance which council units or
contractors perform the best and worst.
- breakdown of aggregate performance into themes/topics reported - eg
potholes, broken street lights, dog fouling etc
- trends in performance over time in year and between financial years,
if available.

Contact Islington (CI) provides the first point of contact for many
council services. In some cases their role is to pass correspondence or
task to an officer in a specific service area. Resolution of that task
may not necessarily be recorded. In other cases members of the public
contact the council services directly without reference to Contact
Islington.

However CI does report on the resolution of street environment services
(which encompasses waste management), highways and trees issues. I
attach the following reports on resolution of these tasks back to
October 2009.

The council reports on performance in many other ways and publishes a
lot of historic information in this area. Historically the criteria has
been set by central government, such as 'Best Value Performance
Indicators' (BVPI) or the Corporate Performance Assessment (CPA).
Please check the following links on our website for more information:

http://www.islington.gov.uk/Council/coun...
gton_perf_glance/default.asp

http://www.islington.gov.uk/Council/coun...
ar/

http://www.islington.gov.uk/Council/coun...
ing_monitoring_performance.asp

Please let me know if you require any further information in this area.

If you have a complaint about the handling of this information request,
please contact: Jeremy Tuck, Chief Information Officer, Corporate
Resources, 60 Highbury New Park, London, N5 2DJ. Email:
[email address]

Further information is also available from the Information
Commissioner's Office, at Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF. Telephone: 01625 545 700. Web: www.ico.gov.uk

Yours sincerely,

Kit Good
Technology, Records and Information Manager
Technology Solutions Group
Corporate Resources
London Borough of Islington
60 Highbury New Park, N5 2DJ
Tel: 020 7527 1789

http://www.islington.gov.uk

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Francis Irving left an annotation (20 September 2010)

Blog post thanking officers for release of this information:

http://www.kingscrossenvironment.com/201...

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