Diolch am eich gohebiaeth.

Os ydych yn gwneud cais am wybodaeth, bydd y cyfnodau isod yn berthnasol:

 Deddf Rhyddid Gwybodaeth 2000 (DRhG) a’r Rheoliadau Gwybodaeth
Amgylcheddol 2004 (RhGA) - 20 diwrnod gwaith, oni bai bod angen eglurhad
arnom ynghylch y wybodaeth yr ydych yn gofyn amdano.

 Deddf Diogelu Data 2018 a Rheoliad Cyffredinol ar Ddiogelu Data y DU
(ceisiadau ynghylch data personol) – un mis ar ôl derbyn y cais.

Os bydd angen eglurhad arnom ar unrhyw agwedd o’ch cais, byddwn yn
cysylltu â chi mor gynted ag y bo modd.

Thank you for your correspondence.

If you are making a request for information, the following timescales will
apply:

 Freedom of Information Act 2000 (FOIA) & Environmental Information
Regulations 2004 (EIR) - 20 working days, unless we need clarification
regarding the information you are seeking.

 Data Protection Act 2018 and GDPR (requests relating to personal data) –
one month from the receipt of the request.

If we do need to clarify any aspect of your request, we will contact you
as soon as possible.

Tîm Rheoli Gwybodaeth | Information Governance Team
Gweithrediadau a Llywodraethu TG | ICT Operations & Governance
Adran y Prif Weithredwr | Chief Executive’s Department

Mae croeso i chi gysylltu â ni yn Gymraeg neu Saesneg |
You are welcome to contact us in Welsh or English

Dear Mr Mansfield,

Thank you for your request for information, which was received on 30th January 2023 and has been dealt with under the Freedom of Information Act 2000.

We will respond to your request in the order it was presented using numbered points as headings for ease of reference.

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?

Employed by the Council.

c. How many contact centre agents do you have?

17.

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

Hybrid working.

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

Mitel.

f. When is your contract renewal date?

February 2025.

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

Daisy Communications.

2. CRM

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

Yes, Granicus.

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

Multiple systems are in use.

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. Procured, but have not launched on the corporate website. The technology is WeBuildBots.

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

Not currently, however, we are in the process of concluding a contract with a provider.

Yours sincerely

Tîm Rheoli Gwybodaeth | Information Governance Team
Gweithrediadau a Llywodraethu TG | ICT Operations & Governance
Adran y Prif Weithredwr | Chief Executive’s Department

Mae croeso i chi gysylltu â ni yn Gymraeg neu Saesneg |
You are welcome to contact us in Welsh or English

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