FREEDOM OF INFORMATION ACT 2000 and/or ENVIRONMENTAL INFORMATION
REGULATIONS 2004 – INFORMATION REQUEST

Thank you for your request for information.

Please see the response below.

1. Contact Centre

a. Do you have a customer/ citizen facing contact centre? - Yes

b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to? – Employ and manage our own agents

c. How many contact centre agents do you have? – 16 agents

d. Do agents work from home? Or just your offices? – just in the office

e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place? - MITEL

f. When is your contract renewal date? – Contract just renewed

g. Who maintains your contact centre system(s)? - CloudClevr

2. CRM

a. Do you use a CRM in the contact centre? What platform is used? - No

b. Do you use the same CRM for the rest of the organisation? What platform
is used? – N/A

c. Do you use a knowledge base / knowledge management platform? What
platform is used? – N/A

3. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology? - No

b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use? - No

 For information where the copyright is owned by the Council, details of
the conditions on re-use can be found on our website.

 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 me within two months of the date of this
correspondence.

 If you are not content with the outcome of your complaint, you can also
complain to the Information Commissioner at [1]www.ico.org.uk or Tel: 0303
123 1113

Regards,

Information Governance Officer

Tel: 01553 616200

[2][email address]
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Thank you for your request. We acknowledge receipt of your Freedom of
Information Act (FOIA) request. We have to respond to Freedom of
Information Act (FOIA) requests within 20 working days and as soon as is
reasonably practicable. You will therefore receive a response from us in
due course.

Please note the following important information:

Requests Relating to Norfolk County Council: 

If your request relates to services provided by Norfolk County Council,
such as:

· Roads and Transport – e.g. potholes, road safety, on-street parking

· Education and Learning – e.g. schools

· Care, support and health – e.g. adult social care, blue badges

· Children and Families – e.g. children social care

· Libraries, local history and archives

· Trading Standards

We recommend that you refer your request to Norfolk County Council (NCC)
as these services are outside our jurisdiction. If your request relates
solely to these areas, this email serves as our response, confirming we do
not hold the requested information.

Details on how to make an FOI request to NCC can be found here:
[1]https://www.norfolk.gov.uk/what-we-do-an...

Information that is published on our website:

If your request relates to information that is already published on our
website, such as:

· Council Budgets - [2]Budgets and spending | Borough Council of
King's Lynn & West Norfolk (west-norfolk.gov.uk)

 
· Contracts - [3]Transparency | Transparency | Borough Council
of King's Lynn & West Norfolk
(west-norfolk.gov.uk)
· Business Rates - [4]Business rates and BID | Borough Council of
King's Lynn & West Norfolk (west-norfolk.gov.uk)
· Staff - [5]Transparency | Transparency | Borough Council
of King's Lynn & West Norfolk
(west-norfolk.gov.uk)

 
· Money spent - [6]Transparency | Transparency | Borough Council
of King's Lynn & West Norfolk
(west-norfolk.gov.uk)
· Public Health Funerals [7]Cemeteries, crematorium and bereavement |
Borough Council of King's Lynn & West Norfolk
(west-norfolk.gov.uk)

Please be advised that this information is exempt under Section 21 (1) of
the Freedom of Information Act 2000, as the information is reasonably
accessible via our website. In this case, this email serves as a Refusal
Notice under FOIA.

Right to Appeal

If you believe this response is incorrect or if you are dissatisfied with
our handling of your request, you have the right to request an internal
review. To request a review, please contact us by replying to [8][email
address].”

Please do not reply to this message - replies to this message are routed
to an unmonitored mailbox.

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