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Council Corporate Information Governance Team.  We confirm that we have
received your correspondence.

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Information Regulation request – we will respond to your request in
accordance with the appropriate legislation (20 working days). 

If we require further information from you before we process your request,
we will contact you directly to ask for this. 

City of Bradford Metropolitan District Council is registered with the
Information Commissioners Office (ICO) under the provisions of the Data
Protection Act 2018.  If you would like further information please click
on the following link: [1]Privacy notice | Bradford Council

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Dear Mr Mansfield

I refer to your request dated 8th February 2023 under the Freedom of
Information Act asking to supply the following information:

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.

Response:  Yes

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

Response: We employ and manage our own

c. How many contact centre agents do you have?

Response:  92

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

Response: A mixture of both

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

Response: The Telephone System is supplied by Mitel

f. When is your contract renewal date?

Response: 01/01/2024

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

Response: Mitel is maintained Council IT team along with 3rd party
support from N G Bailey

2. CRM

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

Response: Yes - Civica

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

used?

Response: Yes

c. Do you use a knowledge base / knowledge management platform? What
platform is used?

Response: No

3. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology?

Response: Not at present but will become available with next versions of
Mitel

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

Response: No

In accordance with the Freedom of Information Act, if you are not
satisfied with the reply to your request you can ask for an internal
review.

A request for an internal review must be submitted within 40 working days
in writing to the Corporate Information Governance Team, City of Bradford
Metropolitan District Council, City Hall, Centenary Square, Bradford, BD1
1HY or by emailing [Bradford City Council request email].

If you are still not satisfied with the outcome of the internal review you
have the right of appeal to the Information Commissioner who can be
contacted at:

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF. Tel: 0303 123 1113 URL: [1]www.ico.org.uk.  

City of Bradford Metropolitan District Council is registered with the
Information Commissioners Office (ICO) under the provisions of the Data
Protection Act 2018. The Council takes its responsibilities under the Act
very seriously. 

To find out more on how we handle your information, please click on the
following link: [2]https://www.bradford.gov.uk/privacy-notice

Regards

Giles Whistlecraft

Information Governance Officer

Finance, IT & Procurement Service

Telephone Number: 01274 434506

City of Bradford Metropolitan District Council

Department of Corporate Resources

City Hall, Centenary Square, Bradford, BD1 1HY

This email, and any attachments, may contain Protected or Restricted
information and is intended solely for the individual to whom it is
addressed. It may contain sensitive or protectively marked material and
should be handled accordingly. If this email has been misdirected, please
notify the author immediately. If you are not the intended recipient you
must not disclose, distribute, copy, print or rely on any of the
information contained in it or attached, and all copies must be deleted
immediately. Whilst we take reasonable steps to try to identify any
software viruses, any attachments to this email may nevertheless contain
viruses which our anti-virus software has failed to identify. You should
therefore carry out your own anti-virus checks before opening any
documents. Bradford Council will not accept any liability for damage
caused by computer viruses emanating from any attachment or other document
supplied with this email. Emails may be subject to recording and/or
monitoring in accordance with relevant legislation.

References

Visible links
1. http://www.ico.org.uk/
2. https://www.bradford.gov.uk/privacy-notice