FOI/EIR Request 2208150932
Dear Philip Mansfield,
I am writing to confirm receipt of your FOI request.  Arrangements have
been made to assign this to the relevant Service Area for a response.   
Please quote the above case number in all queries to the FOI Team about
this matter.
 
Kind regards
FOI TEAM
Information Governance
Peterborough City Council
Sand Martin House
Bittern Way
Fletton Quays
Peterborough
PE2 8TY
Contact details:
Kevin Taylor, Access to Information Officer - 01733 452576
Tazeem Akhtar, Access to Information Officer - 01733 207138
Sadaf Abdullah, Access to Records Officer - 01733 864668
Tracey Wright, Information Manager - 01733 452533
Ben Stevenson, Head of Information Governance/Data Protection Officer on
01733 452387 (non-working day Wed)
Emma Doran, 
Business Support Officer - 01733 453571
Email: [1]f[2][email address] 
To find out more about Peterborough City Council please go
to [3]www.peterborough.gov.uk. 
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FREEDOM OF INFORMATION REQUEST – FOI 2208150932

   

Dear Philip Mansfield, 

   

Your request for information, with reference number FOI 2208150932 has now
been considered and the information requested is given below.  

  

Request and Response

Dear Peterborough City 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. 

 

Yes we do. 

 

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

 

The contact centre service is delivered via Serco on behalf of
Peterborough City Council. 

 

c.      How many contact centre agents do you have? 

 

We are unable to provide this information as stated above this service is
delivered by Serco Ltd on behalf of Peterborough.  Serco Ltd are a private
company, and not subject to Freedom of Information requests.  

As a private company, Serco Ltd is not bound by the provisions of the
Freedom of Information Act 2000 and therefore the requested information
will not be disclosed.  

This message acts as a refusal notice in accordance with section 17 of the
Freedom of Information Act 2000.  

 

d.      Do agents work from home? Or just your offices? 

 

Staff work in an agile way - a mix of home and office based working. 

 

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

 

There is currently no CRM solution in place

 

f.      When is your contract renewal date? 

 

N/A

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

 

N/A

 

2.      CRM 

 

a.      Do you use a CRM in the contact centre? What platform is used? 

 

No. There is no CRM system used in the contact centre 

 

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

 

No 

 

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? 

 

No 

 

b.      Does your organisation utilise RPA technology? If so which RPA
technology provider do you use?  

 

No 

______________________________________________________________________________________________ 
       

Re-use of information  

You may re-use any documents supplied for your own use, including for
non-commercial research purposes. The documents may also be used for news
reporting. However, any other type of re-use, for example by publishing
the documents or issuing copies to the public will require the permission
of the copyright owner, where copyright exists.  Such a request would be
considered separately in accordance with the relevant Re-use of Public
Sector Information Regulations 2015 and is not automatic.  Therefore no
permission is implied in the re-use of these documents, until such a
request for re-use has been made and agreed, subject to any appropriate
conditions.   

   

You may re-use any dataset included in this response (excluding logos)
free of charge, in any format or medium, under the terms of the Open
Government Licence v2.0. To view this licence, visit the [1]National
Archives website or email [2][email address].  Where we
have identified any third-party copyright information, you will need to
obtain permission from the copyright holders concerned.  Users reproducing
Peterborough City Council content without adaptation should include a
source accreditation to Peterborough City Council: Source: Peterborough
City Council licensed under the Open Government Licence v.2.0.  Users
reproducing content which is adapted should include a source accreditation
to Peterborough City Council: Adapted from data from Peterborough City
Council licensed under the Open Government Licence v.2.0.  

   

If you have any queries or concerns then please do not hesitate to
contact me.  

   

If you are dissatisfied with the handling of your request please contact
the Information Manager, Peterborough City Council, Sand Martin House,
Bittern Way, Fletton Quays, Peterborough, PE2 8TY; Telephone: 01733
452533, e-mail: [3][Peterborough City Council request email]  

   

You can also complain to the Information Commissioner at:  

  

            The Information Commissioner's Office  

            Wycliffe House, Water lane  

            Wilmslow, Cheshire  

            SK9 5AF                                    

 

Tel: 01625 545700           

[4]http://www.ico.org.uk/  

  

   

Yours faithfully  

   

Tracey Wright  

Information Manager  

Peterborough City Council  

Sand Martin House, Bittern Way  

Fletton Quays  

Peterborough  

PE2 8TY  

   

foi[5]@peterborough.gov.uk  

Telephone 01733 452533  

Conditions apply to the confidentiality, copyright, legal liability and
use of this email.For full information relating to the transmission and
use of this email please visit www.peterborough.gov.uk/emaildisclaimer

References

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5. mailto:[Peterborough City Council request email]