Customer Feedback Systems

Steve Roberts made this Rhyddid Gwybodaeth request to South Lakeland District 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 South Lakeland District 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, South Lakeland District Council

Information Request
 
Thank you for your email.  This is to acknowledge receipt of your
request.  Your request will be handled by an officer who will respond
under the terms of the Freedom of Information Act 2000 or Environmental
Information Regulations 2004 as appropriate.

In some circumstances a fee may be payable and if that is the case I will
let you know. A fees notice will be issued to you, and you will be
required to pay before I will proceed to deal with your request.

You will receive the information requested within 20 working days unless
the Council does not hold the information or there is a reason for it to
be withheld. I will write to you in any event.
 
Whilst it is the Council policy to provide information wherever possible,
I need to advise you that there are a number of exemptions under the
Freedom of Information Act 2000 or Exceptions under the Environmental
Information Regulations 2004.  These may prevent the Council from
releasing all or some of the information you have asked for.   You will,
however, be informed if this is the case and we will explain why.
 
Yours sincerely,
 
Paul Mountford | Principal Performance & Intelligence Officer
South Lakeland District Council, South Lakeland House, Lowther Street,
Kendal, Cumbria LA9 4DQ
Tel: 01539 733333
Email: [1][South Lakeland District Council request email] 
Website: [2]www.southlakeland.gov.uk  
 

  ________________________________  

South Lakeland District Council

Making South Lakeland the best place to live, work and explore

Information contained in this email is intended only for the individual to
whom it is addressed. It may contain privileged and confidential
information and if you are not the intended recipient you must not copy,
distribute or take any action in reliance on it. If you have received this
email in error please notify the sender immediately by telephone on 01539
733333. Please also destroy and delete the message from your computer.

All communications sent to or from South Lakeland District Council may be
subject to recording and/or monitoring in accordance with relevant
legislation.

Nothing in this email message amounts to a contractual or other legal
commitment on the part of South Lakeland District Council.

  ________________________________  
______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

References

Visible links
1. mailto:[South Lakeland District Council request email]
2. http://www.southlakeland.gov.uk/

FOI, South Lakeland District Council

Dear Steve,

 

I am writing in respect of your recent enquiry for information held by the
Council, I will respond under the provisions of the Freedom of Information
Act.

 

You asked the following:

 

Please can you provide information regarding the system or systems you
utilise to record, process or otherwise manage each of the following

1.       Customer complaints and compliments

2.       Members enquiries

3.       Mayors enquiries

4.       Freedom of information requests

5.       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

 

I confirm the Council holds the information requested and can confirm the
following:

 

1.       ESB Agile from Meritec, numbers not held

o   Information already publicly available as open data and I am refusing
your request under Section 21, it is on the councils open data directory
at
[1]https://www.southlakeland.gov.uk/your-co...
 search for contract or alternately the datasets are available on
Data.gov.uk at
[2]https://ckan.publishing.service.gov.uk/d...

2.       Microsoft Excel, which is part of our Microsoft enterprise
agreement, details as per Q1

3.       Not applicable

4.       Information at Work from Northgate, system is used across the
Council user numbers not held, 1 officer handles FOI. Information on
request numbers is already publicly available to you on the councils
website at
[3]http://democracy.southlakeland.gov.uk/do...

5.       Microsoft Excel, 1 officer handles SAR. Information on request
numbers is already publicly available to you on the councils website at
[4]http://democracy.southlakeland.gov.uk/do...

 

You are free to use any information supplied for your own personal use.
However, any other type of re-use, for example, by publishing the
information or issuing copies to the public will require the permission of
the copyright owner.

 

If you are not satisfied with the outcome of your request, you have the
right to ask us to review our handling of your request. Any request for an
Internal Review must be made in writing within 40 days of this response.
Should you wish to request a review, please email
[5][South Lakeland District Council request email] or write to Paul Mountford, Principal
Performance and Intelligence Officer at the address below. Our Internal
Review Process is available on our [6]website.

 

Should you remain dissatisfied following our internal review, you can
refer the matter directly to the Information Commissioner.

 

Further information is available from the Information Commissioner at:

Information Commissioner's Office,

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

[7]www.ico.org.uk

 

Yours sincerely,

 

Emma

Emma Nichols | Community Engagement Officer

South Lakeland District Council, South Lakeland House, Lowther Street,
Kendal, Cumbria LA9 4DQ

Tel: 01539 733333 | Direct Tel: 01539 793268 | Email:
[8][South Lakeland District Council request email]

Website: [9]www.southlakeland.gov.uk

 

South Lakeland District Council Making South Lakeland the best place to
live, work and explore

 

dangos adrannau a ddyfynnir

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

References

Visible links
1. https://www.southlakeland.gov.uk/your-co...
2. https://ckan.publishing.service.gov.uk/d...
3. http://democracy.southlakeland.gov.uk/do...
4. http://democracy.southlakeland.gov.uk/do...
5. mailto:[South Lakeland District Council request email]
6. https://www.southlakeland.gov.uk/your-co...
7. http://www.ico.org.uk/
8. mailto:[South Lakeland District Council request email]
9. http://www.southlakeland.gov.uk/