Customer Feedback Systems

Steve Roberts made this Rhyddid Gwybodaeth request to Blackburn with Darwen 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 Blackburn with Darwen 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

Accesstoinformation, Blackburn with Darwen Borough Council

Dear Steve,

Thank you for your request for information regarding ‘Customer Feedback’ (reference number 04580). Your request was received on the 29/4/2019 and I am dealing with it under the terms of the Freedom of Information Act 2000 and/or Environmental Information Regulations 2004.

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 we will proceed to deal with your request.

If you have any queries about this request, please contact Information Governance on 01254 585852. Alternatively, our email address is [Blackburn with Darwen Borough Council request email]

Please remember to quote the reference number above in any future communications.

Kind Regards,

Heather Wolstenholme
Information Governance Officer
Email: [email address]
Tel: 01254 585651

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Accesstoinformation, Blackburn with Darwen Borough Council

Dear Steve,

Thank you for your request for information regarding ‘Customer Feedback’ (reference number 04580).

Unfortunately it is taking a little longer than anticipated to collate a response.

I am therefore writing to you to request a short extension period of one week.

Please accept my sincere apologies for any inconvenience caused.

Kind regards,

Heather Wolstenholme
Information Governance Officer
Email: [email address]
Tel: 01254 585651

dangos adrannau a ddyfynnir

Accesstoinformation, Blackburn with Darwen Borough Council

2 Atodiad

Dear Mr Roberts

 

Thank you for your attached request for information regarding ‘Systems for
complaints, compliments, FOI and Mayor enquiries’ (our reference 04580);
Please find our response below:

 

•           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

 

Customer Complaints and Compliments

Sharepoint - Internal Resource (Free as part of Corporate Enterprise
Agreement Software Licence). Used by 5 dedicated staff.

 

Complaints - 2669

Compliments - 160

 

Member Enquiries

MS Office – no dedicated system

 

There is no recording of enquiry numbers for member enquiries. 

 

There are 8 staff in the Team which deal with members although they also
cover other work including Electoral Services, School Appeals and
Committee work.

 

Mayors Enquiries

MS Office – no dedicated system

 

There is no recording of enquiry numbers for Mayors enquiries. 

 

There is 1 member of staff who deals with Mayoral issues including
enquiries.

 

FOI requests

Sharepoint - Internal Resource (Free as part of Corporate Enterprise
Agreement Software Licence). Used by 4 dedicated staff with full admin
rights and 17 data flow recipients for processing information requests.

 

Requests received for year 1/4/18 to 31/3/19 – 2471 (includes EIR
Requests)

 

Subject Access Requests

As FOI Requests

 

Requests received for year 1/4/18 to 31/3/19 - 250

 

If you have any queries regarding your request for information then please
don’t hesitate to contact us.

 

If you are unhappy with the service you have received in relation to your
request and wish to make a complaint or request a review of our decision,
you should write to: Information Governance Manager, Information
Governance, Blackburn with Darwen Borough Council, G Floor, Town Hall,
Blackburn, Lancashire, BB1 7DY or email
[1][Blackburn with Darwen Borough Council request email]

 

If you are not content with the outcome of your complaint, you may apply
directly to the Information Commissioner for a decision. Generally, the
ICO cannot make a decision unless you have exhausted the complaints
procedure provided by the Council. The Information Commissioner can be
contacted at: The Information Commissioner’s Office, Wycliffe House, Water
Lane, Wilmslow, Cheshire SK9 5AF. 

 

Please find attached our 'have your say' feedback policy. 

 

Kind Regards,

 

Information Governance

Email: [2][Blackburn with Darwen Borough Council request email]

Tel: 01254 585852

 

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