Thank you for your enquiry, please accept this as auto acknowledgement of
your email.

We are currently receiving large volumes of correspondence; these are
being dealt with in date order and you will receive a response as soon as
possible. There is no need to contact us again in respect of this matter.

Further information that may help to answer your query in the meantime,
may be located on our website [1]Stratford-on-Avon District Council

Missed bins must be reported within the 2 days of the schedule collection
day, these can be reported via:

[2]Report a missed bin collection

[3]Home | Stratford-on-Avon District Council

References

Visible links
1. https://gbr01.safelinks.protection.outlo...
https://www.stratford.gov.uk/
2. https://gbr01.safelinks.protection.outlo...
https://www.stratford.gov.uk/online-form...
3. https://www.stratford.gov.uk/

Processing Freedom of Information Request
Freedom of Information #24854
Dear Philip Mansfield,

We have started processing your Freedom of Information request. A response
may take up to 20 working days. If you have not received a response after
23/05/2024 , please contact the council ([email address]).

Your Freedom of Information reference number is #24854.

Regards,

Freedom of Information Officer
Stratford-on-Avon District Council

══════════════════════════════════════════════════════════════════════════

Dear Stratford on Avon District Council,

1. Contact Centre – target to organisations we know have a CC a. Do you
have a customer/ citizen facing contact centre? If not please skip these
questions.
b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform
is used?
c. Do you use a knowledge base / knowledge management platform? What
platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use?

Freedom of Information Response
#24854
Dear Philip Mansfield

Further to your request, please see the following response:

1. Contact Centre – target to organisations we know have a CC a. Do you
have a customer/ citizen facing contact centre? If not please skip these
questions.
Yes
b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to?
Employ our own staff
c. How many contact centre agents do you have?
26
d. Do agents work from home? Or just your offices?
Both
e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place?
Mitel
f. When is your contract renewal date?
July 2024
g. Who maintains your contact centre system(s)?
2. CRM
In house developed
a. Do you use a CRM in the contact centre? What platform is used?
In house
b. Do you use the same CRM for the rest of the organisation? What platform
is used?
In house
c. Do you use a knowledge base / knowledge management platform? What
platform is used?
No
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology?
In house currently being developed
b. Yes, NDL

If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review. An internal review request should be
submitted in writing within 40 working days of receiving the original
reply and should be addressed to:

Information Governance Department,
Stratford-on-Avon District Council,
Elizabeth House,
Church Street,
Stratford-upon-Avon,
Warwickshire
CV37 6HX.

You may make a request for an Internal Review in direct reply to this
message.

If you are dissatisfied with The Council's response to an internal review
you have requested, you have the right to make a complaint to the
Information Commissioner's Office. You can contact the ICO using the
information below;

Tel: 0303 123 1113
Live chat: https://ico.org.uk/make-a-complaint/

Regards,

Freedom of Information Officer
Stratford-on-Avon District Council