Customer Feedback Systems

Steve Roberts made this Rhyddid Gwybodaeth request to City of York 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 City of York 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@york.gov.uk, City of York Council

Thank you for your email. Please note this is an automatically generated receipt to let you know we have received your email.

For information:

* The timescale for responding to Freedom of Information Act (FOIA) and Environmental Information Regulation (EIR) requests is up to 20 working days. We will contact you promptly if we need you to clarify your request or an extension to complete a public interest test.

o The timescale for responding to requests for a review, for FOIA or EIR responses, is up to 20 working days. You are also able to contact the Information Commissioner, contact details below:

* The timescale for responding to your rights in relation to personal data eg: subject access to records (SAR) request, is up to 1 month. We will contact you promptly if we require further information from you, or an extension.

o The timescale for responding to requests for a review, of responses to your rights regarding personal data, is up to 1 month. You are also able to contact the Information Commissioner, contact details below:

Information Commissioner's Office
Wycliffe House Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number
Fax: 01625 524 510
Or email: [email address]<mailto:[email address]> (please include your telephone number in your email)

Regards
Customer Feedback Team

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foi@york.gov.uk, City of York Council

3 Atodiad

Dear Mr Roberts,
 
Freedom of Information
 
Please see below the response to your enquiry under the Freedom of
Information Act received on 29^th April 2019.
 
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.

 1. Please list the number of council staff that use the system.
 1. The first year’s costs associated with this contract to the Council,
please include all payments to the provider.
 1. The last years (2018/19) costs associated with this contract, please
include all payments to the provider.
 1. When the current contract expires.
 1. The number of each you processed in the last year April 2018 to now

 
Customer complaints and compliments, Freedom of information (FOI) requests
a Subject Access Records (SAR) requests are co-ordinated by the
Information Governance, Complaints and Feedback Team (C&FT). Please see
below for the C&FT response to the above points:
 

 1. The C&FT hold up to 10 licences for the above systems.
 2. I can confirm that the C&FT hold this information.  However, this
information is exempt from disclosure under section 21 of the FOIA as
it is considered reasonably accessible to you by other means.

 
You can locate the information at:
[1]https://data.yorkopendata.org/dataset/al...
 

 3. As per point 2.

 

 4. The contract for the C&FT Customer Management System (CMS), Respond,
is on a rolling contract at this time, as the system requirements is
currently under review.

 

 5. I can confirm that the C&FT hold this information.  However, this
information is exempt from disclosure under section 21 of the FOIA as
it is considered reasonably accessible to you by other means.

 
This information is available online via the York Open Data platform for
FOIs and SARs can be locates at:
[2]https://data.yorkopendata.org/group/free...
 
Complaints etc can be located at:
[3]https://democracy.york.gov.uk/ieListMeet...
 
However, for ease please see attached the published reports:
 
 
York Customer Centre (YCC) co-ordinates all members enquiries on behalf of
the council.
 
Please note that YCC primarily use an excel spread sheet to log, track and
process members enquires. However, the need may arise for the enquiry to
be recorded on a Customer Relationship Management system. This is a
corporate system use across the service to conduct council business for a
multitude of day to day services. There is no ability to identify the
portion of the ‘cost’ associated specifically with members enquires.
 
Please see below for the YCC response to the above points:
 

 1. YCC has three (3) people trained to process members enquires. However,
only one (1) person is scheduled to work this everyday, with the
exception of the period around the elections when we will have two (2)
staff scheduled for this time.

 

 2. YCC do not use a Customer Management System (CMS) to record or process
the members enquires. Therefore, this information is not held.
However, to assist you we can advise that the staffing cost to
manually mange this process for the first year is £24,960.

 

 3. YCC do not utilise a CMS to process members enquiries, therefore this
information is not held. However, to assist you we can advise the
staffing cost to manage this process for 2018/19 is £33,908. For
clarity, as per question 1 this cost amount includes an additional
staff member from January, covering the election period.

 

 4. YCC do not utilise a CMS to process member’s enquiries, therefore this
information is not held.

 

 5. The council processed 4107 new enquires.

 
Democratic Services co-ordinates all Mayors enquiries on behalf of the
council.
 
However, due to the elections held last week this service area has a
mandatory responsibility to oversee this process as matter of priority.
Therefore, the council is unable to respond to this part of your request
at this time. However, we  can provide a response by Friday 31^st May, at
the latest. Please accept the council apologies for these delays.
       
If you are dissatisfied with our response you have the right to ask for a
review of how your enquiry was handled and responded to. This can be done
by contacting us through [4][City of York Council request email] stating your reason(s) why you
are dissatisfied. If you remain dissatisfied after receiving the review
response you
can contact the Information Commissioner, contact details below:
Information Commissioner's Office
Wycliffe House Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a
national rate number
Fax: 01625 524 510
Or email: [5][email address] (please include your telephone number)
 
Yours sincerely
 
City of York Council  | Information Governance, Complaints and Feedback
Team
West Offices | Station Rise | York YO1 6GA
[6]www.york.gov.uk | [7]facebook.com/cityofyork | [8]@CityofYork
 
 
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Help protect the environment! - please don't print this email unless you
really need to.

dangos adrannau a ddyfynnir