Information Governance
Corporate Services
Civic Offices, Guildhall Square, Portsmouth, PO1 2AL
Telephone: 023 9284 4385

Reference: 2022/1168

Dear Philip Mansfield,

INFORMATION REQUEST ACKNOWLEDGEMENT

Thank you for your request for information received on 15th August.

Your request will be considered in accordance with the Freedom of Information Act 2000 (FOIA) or the Environmental Information Regulations 2004 (EIR) if it relates to environmental information as defined in Part 1(2)(1) of the EIR. Subject to the points made below, you will receive the information requested as promptly as possible within the statutory timescale of 20 working days.

If we need to obtain clarification from you to help us understand what information you require, we will contact you as soon as possible. If this is the case, the 20 working day time limit will not begin until the necessary clarification has been received.

There are a number of lawful reasons why we may not be able to release certain information. These reasons are referred to as 'exemptions' in the FOIA or 'exceptions' in the EIR. The Council will consider whether any of these apply and, where required, will carry out a Public Interest Test to decide whether information should be disclosed. If any information is to be withheld, we will explain which exemption or exception applies. We may be entitled to extend the deadline in certain cases, for FOIA this would be to consider the Public Interest Test and for EIR where the request is particularly complex or voluminous. In both cases we will be permitted to extend deadline by a further 20 working days and will inform you if this is the case.

The Council’s standard approach is to provide the information in the form in which we hold it. If you require an alternative format, for example, an audio file, large print or information in a different language, please let us know and we will provide it if reasonably practicable to do so.

There may be a fee payable for providing the information, for example, if the cost of complying exceeds the appropriate limit set out in Section 12 of the FOIA or for photocopying or postage. If a fee is to be charged, we will send you a Fees Notice. Any fee must be paid before the information will be provided. The time between the issue of the Fees Notice and receipt of payment will be excluded from the calculation of the 20 working day time limit.

Any personal information you provide us with will only be used to enable us to comply with your request.

If you have any queries or concerns, please contact the Information Governance Team at Portsmouth City Council, Civic Offices, Guildhall Square, Portsmouth, Hampshire, PO1 2AL, telephone 023 9283 4385, e-mail [email address].

Yours sincerely

Sharlotte Hughes
Information Governance Specialist
Corporate Services

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Information Governance
Corporate Services
Civic Offices, Guildhall Square, Portsmouth, PO1 2AL
Telephone: 023 9284 4385

Reference: 2022/1168

Dear Philip Mansfield,

INFORMATION REQUEST RESPONSE

Thank you for your request for information received on 15th August, which was considered under the Freedom of Information Act.

In accordance with the Act, I confirm that the information you are seeking is held in part by Portsmouth City Council.

YOUR REQUEST:
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?

OUR RESPONSE:

Q1
a Yes
b PCC employed
c 20
d home & office
g PCC IT

Q2
a n/a
b n/a
c n/a

Q3
a no
b no

The information provided to you in this response may not be automatically re-used. You may use this information without further permission for the purposes of private study, non-commercial research and news reporting with the exception of pictures and photographs. The information may not be re-used for any other purpose without permission from Portsmouth City Council. This is in accordance with the Re-use of Public Sector Information Regulations 2015.

We trust that our response fulfils your request. You do have the right request an internal review of this outcome or to complain about our treatment of your request. If you wish to do so, please set out in writing your grounds of complaint and send to the Corporate Information Governance Officer at Portsmouth City Council, Civic Offices, Guildhall Square, Portsmouth, Hampshire, PO1 2AL, telephone 023 9283 4385, e-mail [email address]. Requests for internal reviews should be submitted within 40 working days of the date of receipt of this email.

Should you be dissatisfied with the outcome of the complaints decision you may wish to follow the Portsmouth City Council’s Compliments and Complaints procedure which can be found on the Portsmouth City Council website or by contacting the Civic Offices.

If you are dissatisfied with the outcome of the internal review or you have any other concerns, you may wish to contact the Information Commissioner's Office at:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
https://ico.org.uk

Yours sincerely

Sharlotte Hughes
Information Governance Specialist

Portsmouth City Council
Civic Offices
Portsmouth
PO1 2BQ

T: 023 9288 2659
E: [email address]
E: [Portsmouth City Council request email]
www.portsmouth.gov.uk

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