Dear Information Commissioner’s Office,

1. Your helpline (0303 123 1113) presents callers with five or so options. Please provide details of each option and the number of calls each option received in December 2017. If you hold no relevant information for December, or the information cannot be retrieved, please provide the information for the most recent period that you do hold. If you are unable to break down the figure of total calls received into the options, please provide the total figure of calls received.

2. For December, please provide for each option the number of calls that were answered by a member of staff.

3. For December, please provide for each option the number of calls that went unanswered.

4. For December, please provide the length of the longest call for each option.

5. Please provide details of your telephony system. If you hold information that explains its functions and capabilities please send me it.

6. Please provide the most recent management report on the use of your helpline, and any minutes concerning its use prepared within the past three months.

7. How many staff (maximum) are currently available to answer calls to your helpline – specify the number available for each option.

Yours faithfully,

D Moore

AccessICOinformation, Information Commissioner’s Office

Thank you for contacting the Information Commissioner’s Office. We confirm
that we have received your correspondence.

 

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Yours sincerely

 

The Information Commissioner’s Office

 

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Information Commissioner’s Office

2 Attachments

12 February 2018

 

Case Reference Number IRQ0720411

 

Dear D Moore

Information request

I write in response to your email of 15 January 2018 in which you
submitted a request for information to the Information Commissioner’s
Office (ICO). Your request has been dealt with in accordance with the
Freedom of Information Act 2000 (FOIA).
 
Your request

“1. Your helpline (0303 123 1113) presents callers with five or so
options. Please provide details of each option and the number of calls
each option received in December 2017. If you hold no relevant information
for December, or the information cannot be retrieved, please provide the
information for the most recent period that you do hold.
 
If you are unable to break down the figure of total calls received into
the options, please provide the total figure of calls received.
 
2. For December, please provide for each option the number of calls that
were answered by a member of staff.
 
3. For December, please provide for each option the number of calls that
went unanswered.
 
4. For December, please provide the length of the longest call for each
option.
 
5. Please provide details of your telephony system. If you hold
information that explains its functions and capabilities please send me
it.
 
6. Please provide the most recent management report on the use of your
helpline, and any minutes concerning its use prepared within the past
three months.
 
7. How many staff (maximum) are currently available to answer calls to
your helpline -  specify the number available for each option”
 
Our response

I can confirm we hold information in the scope of your request and I have
addressed your questions in turn below.
In response to parts 1-4 and part 7 of your request please see the table
below:
 

December 2017
 Name of line Total Answered Unanswered Longest call Maximum
calls Agents
General enquiries 5277 3479 1798 01:27:21 11
Registration 5201 4957 244 00:36:29 6
Personal data breach 578 543 35 00:46:16 4
reporting
Small Organisation 1914 1317 597 00:52:35 11
Whistleblower 78 72 6 00:34:50 8

 
We would note that in respect of part 7 of your request and the ‘maximum
agents’ column provided above, that this is not necessarily the number of
different employees available to take calls at any one time. This is
because agents can be logged into more than one line at once. This means,
for example, that an agent logged on to take calls from the general
enquiries line may also be available to take calls from the small
organisation line or the whistleblowing line, depending on their training
and skills. However, due to the specific nature of calls relating to
registration and personal data breach reporting, agents on these lines
will usually be dedicated to those lines only.

We also publish some information about the performance of our helpline in
our annual reports:
[1]https://ico.org.uk/about-the-ico/our-inf...

In response to part 5 of your request we understand that you are asking
about our helpline telephony system. Our helpline and contact centre
service is a unified communications solution (Enghouse lnteractive
Communications Centre) provided by GCI Network Solutions Ltd (GCI) which
includes Skype for Business. Please find attached an extract from a
document provided to us by GCI that explains the functions and
capabilities of the system. Please note that this extract explains the
full functions and capabilities of the system and not all of these are
currently utilised by the ICO. Any information not in the scope of your
request contained within this document has been removed or redacted.

In response to part 6 of your request please find attached a ‘Performance
against service levels background report’ for quarter 3 of the 2017/18
financial year produced by our customer contact department. Some
information in this report has been redacted as it is not about the
helpline and therefore outside the scope of your request.
 
This concludes our response to your request. I hope the information
provided is helpful.

Review Procedure

If you are not satisfied that your request for information has been dealt
with correctly, please write to the Information Access Team at the address
below, reply directly to this email (with the reference number contained
within the square brackets left intact), or email us at
[2][ICO request email], quoting the reference number
IRQ0720411.

Your request for a review should be submitted to us within 40 working days
of receipt by you of this response.  Any such request received after this
time will only be considered at the discretion of the Commissioner.

Ultimately if you are not satisfied that your request for information has
been dealt with correctly you have a further right of appeal to this
office in our capacity as the statutory complaint handler under the
relevant legislation.  To make such an application, please write to our
Customer Contact Team at the address below, or visit the ‘Report a
Concern’ section of our website.
 
A copy of our review procedure is available here
[3]https://ico.org.uk/media/about-the-ico/p...
 
Yours sincerely

Ian Goddard
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545823  F. 01625 524510  [4]ico.org.uk  [5]twitter.com/iconews
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D. Moore left an annotation ()

I am struck by the large number of 'general enquiries' that went unanswered – 1798 out of 5277 (35 per cent). If this is a true reflection of the service over the course of a year it represents 4 months of unanswered calls.

I am also struck by the length of the longest call to general enquiries – 1 hour and 27 minutes.

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