Customer Feedback Systems

Steve Roberts made this Rhyddid Gwybodaeth request to North Tyneside Metropolitan Borough Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn llwyddiannus.

Dear North Tyneside Metropolitan Borough Council,

Please can you provide information regarding the system or systems you utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments
• Members enquiries
• Mayors enquiries
• Freedom of information requests
• Subject Access Requests
For each system can you please list.
Please list the number of council staff that use the system.
The first year’s costs associated with this contract to the Council, please include all payments to the provider.
The last years (2018/19) costs associated with this contract, please include all payments to the provider.
When the current contract expires.
The number of each you processed in the last year April 2018 to now

Yours faithfully,

Steve Roberts

FOI Officer, North Tyneside Metropolitan Borough Council

2 Atodiad

 

 

FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION

 

In all further correspondence please quote our reference FOI1166.  Thank
you for your request for information. 

 

Your request was received on 29/04/19 and the Council is dealing with it
under the terms of the Freedom of Information Act 2000.

 

We have made it easier to request information from us. Our new [1]Request
for Information application is now available online. Here you can submit,
manage and stay updated on all your requests within an account. Click on
the link to create an account and get started. You will need a valid email
address to verify your account.

 

As required by the legislation, the Council aims to answer your request
promptly, but no later than 20 working days after receipt. As stated in
the Information Commissioner’s guidance, Awareness Guidance 11 Time for
Compliance, the 20 working day clock starts the day after the Council
received the request. The due date has been calculated to be 29/05/19. 

 

If the information you have requested contains reference to a third party,
then they may be consulted prior to a decision being taken on whether or
not to release the information to you.

 

Very occasionally, fees may be payable for the supply of information under
the Freedom of Information Act.  This will be considered, and if fees are
payable in respect of this request the Council will contact you before
proceeding in order to be sure that you are happy to go ahead.  Any fees
that do apply must be paid before the information is processed and
released.

 

Please note that an anonymised copy of our response to your request may be
published in the Council’s Disclosure Log where appropriate.  This is a
record of responses to completed requests for information that the Council
has received and dealt with under the Freedom of Information Act 2000 and
Environmental Information Regulations 2004.

 

The Council’s Disclosure Log is available online at the following address:

 

[2]http://my.northtyneside.gov.uk/category/...

 

If you have any queries in the meantime, please do not hesitate to contact
us.

 

Adam Howorth

Information Officer

[3]North Tyneside Council.

 

Tel: (0191) 643 2333

[4]Description: Facebook[5]Description: Twitter email

 

From: Steve Roberts <[FOI #571837 email]>
Sent: 29 April 2019 13:03
To: FOI Officer <[email address]>
Subject: Freedom of Information request - Customer Feedback Systems
[Scanned]

 

*EXTRNL*
Dear North Tyneside Metropolitan Borough Council,

Please can you provide information regarding the system or systems you
utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments
• Members enquiries
• Mayors enquiries
• Freedom of information requests
• Subject Access Requests
For each system can you please list.
Please list the number of council staff that use the system.
The first year’s costs associated with this contract to the Council,
please include all payments to the provider.
The last years (2018/19) costs associated with this contract, please
include all payments to the provider.
When the current contract expires.
The number of each you processed in the last year April 2018 to now

Yours faithfully,

Steve Roberts

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[6][FOI #571837 email]

Is [7][North Tyneside Council request email] the wrong address for Freedom of
Information requests to North Tyneside Metropolitan Borough Council? If
so, please contact us using this form:
[8]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[9]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[10]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

dangos adrannau a ddyfynnir

FOI Officer, North Tyneside Metropolitan Borough Council

3 Atodiad

FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION

 

In all further correspondence please quote our reference FOI1166

 

Your request for information under the above legislation has now been
considered. Please see response attached.

 

We have made it easier to request information from us. Our new [1]Request
for Information application is now available online. Here you can submit,
manage and stay updated on all your requests within an account. Click on
the link to create an account and get started. You will need a valid email
address to verify your account.

 

Please note that an anonymised copy of this response may be published in
our Disclosure Log where appropriate.

 

This is a record of responses to completed requests for information that
the Council has received and dealt with under the Freedom of Information
Act 2000 and Environmental Information Regulations 2004. The Disclosure
Log is available online at the following address:

 

[2]http://my.northtyneside.gov.uk/category/...

 

I trust that this information answers your request, but if you have any
further requests please do not hesitate to contact me.

 

If you are unhappy with the way the Council has handled your request, you
may ask for an internal review. Please contact the Information Governance
Team no later than 40 working days after the date of this letter, after
which time we will consider the matter closed.

 

Law and Governance

North Tyneside Council

Quadrant

The Silverlink North

Cobalt Business Park

North Tyneside

NE27 0BY

 

e-mail [3][North Tyneside Council request email]

 

Further information is also available from the Information Commissioner
at:

 

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

[4]www.ico.org.uk

Regards

Geoff Snary

Senior Information Governance Officer

[5]North Tyneside Council

 

Tel: 0191 643 5623  Fax: 0191 643 2451

 

[6]www.northtyneside.gov.uk 

 

From: FOI.Officer
Sent: 03 May 2019 14:05
To: Steve Roberts <[FOI #571837 email]>
Subject: FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION FOI1166

 

 

 

FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION

 

In all further correspondence please quote our reference FOI1166.  Thank
you for your request for information. 

 

Your request was received on 29/04/19 and the Council is dealing with it
under the terms of the Freedom of Information Act 2000.

 

We have made it easier to request information from us. Our new [7]Request
for Information application is now available online. Here you can submit,
manage and stay updated on all your requests within an account. Click on
the link to create an account and get started. You will need a valid email
address to verify your account.

 

As required by the legislation, the Council aims to answer your request
promptly, but no later than 20 working days after receipt. As stated in
the Information Commissioner’s guidance, Awareness Guidance 11 Time for
Compliance, the 20 working day clock starts the day after the Council
received the request. The due date has been calculated to be 29/05/19. 

 

If the information you have requested contains reference to a third party,
then they may be consulted prior to a decision being taken on whether or
not to release the information to you.

 

Very occasionally, fees may be payable for the supply of information under
the Freedom of Information Act.  This will be considered, and if fees are
payable in respect of this request the Council will contact you before
proceeding in order to be sure that you are happy to go ahead.  Any fees
that do apply must be paid before the information is processed and
released.

 

Please note that an anonymised copy of our response to your request may be
published in the Council’s Disclosure Log where appropriate.  This is a
record of responses to completed requests for information that the Council
has received and dealt with under the Freedom of Information Act 2000 and
Environmental Information Regulations 2004.

 

The Council’s Disclosure Log is available online at the following address:

 

[8]http://my.northtyneside.gov.uk/category/...

 

If you have any queries in the meantime, please do not hesitate to contact
us.

 

Adam Howorth

Information Officer

[9]North Tyneside Council.

 

Tel: (0191) 643 2333

[10]Description: Facebook[11]Description: Twitter email

 

From: Steve Roberts <[12][FOI #571837 email]>
Sent: 29 April 2019 13:03
To: FOI Officer <[13][email address]>
Subject: Freedom of Information request - Customer Feedback Systems
[Scanned]

 

*EXTRNL*
Dear North Tyneside Metropolitan Borough Council,

Please can you provide information regarding the system or systems you
utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments
• Members enquiries
• Mayors enquiries
• Freedom of information requests
• Subject Access Requests
For each system can you please list.
Please list the number of council staff that use the system.
The first year’s costs associated with this contract to the Council,
please include all payments to the provider.
The last years (2018/19) costs associated with this contract, please
include all payments to the provider.
When the current contract expires.
The number of each you processed in the last year April 2018 to now

Yours faithfully,

Steve Roberts

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[14][FOI #571837 email]

Is [15][North Tyneside Council request email] the wrong address for Freedom of
Information requests to North Tyneside Metropolitan Borough Council? If
so, please contact us using this form:
[16]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[17]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[18]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

dangos adrannau a ddyfynnir

Dear FOI Officer,

Thank you for your response, however you have not answered all of the questions provided. Could you please provide answers for the following:

The first year’s costs associated with this contract to the Council, please include all
payments to the provider.
The last years (2018/19) costs associated with this contract, please include all payments
to the provider.
When the current contract expires

Yours sincerely,

Steve Roberts

FOI Officer, North Tyneside Metropolitan Borough Council

Dear Mr Roberts

 

As the systems were developed in house there are no contracts or
associated costs.

 

Costs for these developments are not held.

Regards

Geoff Snary

Senior Information Governance Officer

[1]North Tyneside Council

 

Tel: 0191 643 5623  Fax: 0191 643 2451

 

[2]www.northtyneside.gov.uk 

 

From: Steve Roberts <[FOI #571837 email]>
Sent: 16 May 2019 14:54
To: FOI Officer <[email address]>
Subject: RE: FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION
FOI1166 [Scanned]

 

*EXTRNL*
Dear FOI Officer,

Thank you for your response, however you have not answered all of the
questions provided. Could you please provide answers for the following:

The first year’s costs associated with this contract to the Council,
please include all
payments to the provider.
The last years (2018/19) costs associated with this contract, please
include all payments
to the provider.
When the current contract expires

Yours sincerely,

Steve Roberts

dangos adrannau a ddyfynnir