Contact Centre, CRM and AI & Automation

Philip Mansfield made this Freedom of Information request to Bracknell Forest Borough Council as part of a batch sent to 75 authorities

Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

The request was successful.

Dear Bracknell Forest Borough 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?

Yours faithfully,

Philip Mansfield

Information Compliance-Officer, Bracknell Forest Borough Council

Dear Philip Mansfield

Thank you for your request for information, below, which was received by the Council (15/08/2022) and we will answer your request under the Freedom of Information Act 2000. The FOI Act obliges us to respond to requests promptly, and in any case no later than 20 working days (by 13/09/2022 ) unless it is necessary to consider the public interest, in which case a full response must be provided within such a time as is reasonable in the circumstances and I will write to you again if this occurs.

If you have any queries about this letter, please contact me. Please remember to quote the reference number above in any future correspondence.

Yours sincerely

Information Compliance Team
Legal Services
Delivery
Bracknell Forest Council
Tel: 01344 352000
Email: [Bracknell Forest Borough Council request email]
Web: www.bracknell-forest.gov.uk

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Information Compliance-Officer, Bracknell Forest Borough Council

Dear Philip Mansfield

 

I am writing to confirm that the council has completed the processing of
your request for information.

 

Please find below a copy of your request, followed by the Council’s
response.

 

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. Yes

 

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

 

c.      How many contact centre agents do you have? 13 x Customer Service
Advisors

 

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? Netcall

 

f.      When is your contract renewal date? October 2026

 

g.      Who maintains your contact centre system(s)? Internal Teams
supplemented by Netcall

 

 

 

 

2.      CRM

 

a.      Do you use a CRM in the contact centre? What platform is used?
Yes. The council currently uses govService provided by Granicus. We are in
the process of moving to Liberty Create provided by Netcall.

 

b.      Do you use the same CRM for the rest of the organisation? What
platform is used? Yes. The council currently uses govService provided by
Granicus. We are currently in the process of moving to Liberty Create
provided by Netcall.

 

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? Yes. The council currently
uses the Liberty Connect Web Assistant widget provided by Netcall.

 

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

 

 

 

 

You may also find it helpful to refer to our web page
[1]https://www.bracknell-forest.gov.uk/busi...
which contains other helpful information as well.

 

 

If you have any queries about this matter please contact me. Please
remember to quote the reference number above in any future communications.

 

Please note that your request may itself be the subject of a FOI request
and will be disclosed in that event.

 

If you are unhappy with the service you have received in relation to our
handling of your request you can request an internal review.

Requests for an internal review must be made in writing, and within 40
working days from the date the authority issued an initial response to
your request. Public authorities are not obliged to accept internal
reviews after this date.

 

Requests for internal reviews should be acknowledged and the target date
for responding will be advised usually within 20 working days. In the
event that clarification of an internal review is required from the
applicant the normal 20 working day time period will not begin until it
has been received.

 

When requesting an internal review, please include your reference number,
the date of your original request and your contact details. Please also
include an explanation of why you are dissatisfied with our response.
Requests for an internal review should be sent to:
[Bracknell Forest Borough Council request email]

 

If you are not content with the outcome of your complaint, you may apply
directly to the Information Commissioner for a decision. Generally, the
ICO cannot make a decision unless you have exhausted the complaints
procedure provided by the Council. The Information Commission can be
contacted at: The Information Commissioner’s Office, Wycliffe House, Water
Lane, Wilmslow, Cheshire SK9 5AF.

 

Yours sincerely

 

Information Compliance Team

Legal Services

Delivery

Bracknell Forest Council

Tel: 01344 352000

Email: [email address]

Web: www.bracknell-forest.gov.uk

 

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References

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1. https://www.bracknell-forest.gov.uk/busi...