Contact Centre Reports

Kevin Bowles made this Freedom of Information request to Hastings Borough Council This request has been closed to new correspondence. Contact us if you think it should be reopened.

The request was successful.

Kevin Bowles
Delivered

Dear Hastings Borough Council,

Can you please provide the following in regard to the HBC Contact Centre;

1. All reports written by Officers of the Council in regard to the setting-up, development and operating of the Contact Centre.

2. All reports written by outside agencies and/or companies and/or Consultants in regard to the setting-up, development and operating of the Contact Centre.

The above includes all reports from the start of the development of the Centre until today.

Yours faithfully,

Kevin Bowles

Link to this Report
Information Officer, Hastings Borough Council

Thank you for contacting us.

We aim to respond to requests for information within 20 working days, in
accordance with the requirements of the Freedom of Information Act. 

If your request is for personal information your request will be dealt
with according to the requirements of the Data Protection Act and the
timescale for response may be extended to 40 days.

The Freedom of Information area on our website, [1]www.hastings.gov.uk,
can be accessed via a 'Quick Hit' direct link from the site's home page
and contains advice about how to make a request for information.

Information about all our services, including contact details, location,
and links to information published by services on the site, is available
in the A to Z of Services area which can also be accessed via a 'Quick
Hit' direct link from the site's home page.

With Kind Regards

Information Officer
Hastings Borough Council
01424 451066
[2]www.hastings.gov.uk

show quoted sections

This message has been checked for all known viruses by Star Internet
delivered through the MessageLabs Virus Scanning Service. For further
information visit http://www.star.net.uk/stats.asp

References

Visible links
1. file://www.hastings.gov.uk
2. file://www.hastings.gov.uk

Link to this Report
Information Officer, Hastings Borough Council

Dear Mr Bowles

Many Thanks for your recent Freedom of Information request ref: 13/251,
as you will appreciate there are numerous years of paperwork to go
through and redact personal information from and this is taking longer
than anticipated.

Please accept my apologies for the delay, I will respond as soon as
possible.

With Kind Regards
Lisa Greathead
Information Officer

show quoted sections

Link to this Report
Information Officer, Hastings Borough Council

55 Attachments

Dear Mr Bowles,

I refer to your recent request for information from this Authority.  Our
answer(s) to your questions are below.

I trust we have interpreted your request correctly, and this is the
information you required.

You have a right to make a complaint to us if you are not happy with any
aspect of the way we have handled your
request for information.  Please contact me in writing with details of any
complaint you wish to make.  I will then arrange

for your complaint to be dealt with through our usual internal complaints
process.  If you are then still unhappy you may

Complain to the Information Commissioner who will decide whether the
request has-been handled properly.  Please note
that the Information Commissioner cannot generally make a decision unless
our complaints process has first been
exhausted.  The Information Commissioner can be contacted at The
Information Commissioners' Officer, Wycliffe House,
Water Lane, Wilmslow, Cheshire SK9 AF 

Yours sincerely,

Lisa Greathead
Information Officer
Town Hall
Queens Road
Hastings
TN34 1QR
01424 451066
E Mail: [email address]

Start of Request for Information

Can you please provide the following in regard to the HBC Contact Centre;
    
     1. All reports written by Officers of the Council in regard to the
setting-up, development and operating of the Contact Centre.

    
     2. All reports written by outside agencies and/or companies and/or
Consultants in regard to the setting-up, development and operating of the
Contact Centre.

    
     The above includes all reports from the start of the development of
the Centre until today

This information is held, please see below reports for 2010, this response
is 1 of 3, the remainder will follow in the next few days.

Please note that personal names have been redacted as these fall under
Section 40 (1) of the Freedom of Information Act - Personal Data and will
not be disclosed

26th February 2010

<<CC - WG - 2010 02 26 - Final - Minutes.doc>>

29th March 2010
<<CC - SG - 2010 03 29 - Agenda.doc>> <<CC - WG - 2010 03 11 - Draft -
Minutes.doc>> <<MB Contact Centre PID v0.4.doc>> <<HBC Contact Centre
Structural Approach.doc>> <<HBC Contact Centre Generic Groupings.doc>>
<<01. CC - SG - 2010 05 26 - Agenda.doc>>

26th May 2010
<<02. CC - SG - 2010 03 29 - Minutes.doc>> <<04. Microsoft Office Project
- Contact Centre - V1.pdf>> <<05a. Checkpoint Report Type 2.doc>> <<05b.
Highlight Report Type 2.doc>> <<05c. Issue Log.doc>> <<05d. Risk Log.doc>>
<<06. Telephone Performance Targets.doc>> <<06. Performance Analysis
(0-2-5 Minutes).xls>> <<01. CC - SG - 2010 05 26 - Agenda.doc>>

24th June 2010
<<02. CC - SG - 2010 05 26 - Minutes 26th May.doc>> <<03a. Highlight
Report Type 2.doc>> <<03c. Risk Log.doc>> <<03b. Issue Log.doc>> <<04a.
Telephone Performance Targets.doc>> <<04b. Queue Analysis.pdf>> <<05a. HBC
Contact Centre (R&B).doc>> <<05b. Contact Centre facilities.doc>> <<01. CC
- SG - 2010 07 29 - Agenda.doc>>

29th July 2010
<<02. CC - SG - 2010 06 24 - Minutes.doc>> <<03a. Highlight Report Type
2.doc>> <<03b. Issue Log.doc>> <<03c. Risk Log.doc>> <<05a. HBC Contact
Centre (R&B).doc>> <<05b. Contact Centre facilities.doc>> <<01. CC - SG -
2010 09 30 - Agenda.doc>>

30th September 2010
<<02. CC - SG - 2010 07 29 - Minutes.doc>> <<03a. Highlight Report Type
2.doc>> <<03b. Issue Log.doc>> <<03c. Risk Log.doc>> <<04. Site Visit
Report.doc>> <<05. Contact Centre Staffing.doc>> <<06a. Contact Centre
Timeline.doc>> <<06b. Appendix 1 - Contact Centre Revised Timeline Sept
10.pdf>> <<06c. Appendix 2 - Phase 1 Tasks.doc>> <<01. CC - SG - 2010 11
04 - Agenda.doc>>

4th November 2010
<<02. CC - SG - 2010 09 30 - Minutes.doc>> <<03a. Highlight Report Type
2.doc>> <<03b. Issue Log.doc>> <<03c. Risk Log.doc>> <<20101104 Contact
Centre Board minutes.doc>> <<20101104 Contact Centre Board minutes.doc>>

10th December 2010
<<01. CC - SG - 2010 12 10 - Agenda.doc>> <<02. CC - SG - 2010 11 04 -
Minutes.doc>> <<03a. Highlight Report Type 2.doc>> <<03b. Issue Log.doc>>
<<03c. Risk Log.doc>> <<04. Contact Centre Accommodation.doc>> <<06.
Planning Soft Launch.doc>> <<07a. Project Costs and Timelines.doc>> <<07b.
Costs.pdf>> <<07c. Contact Centre Project Timeline.pdf>>

End of Request for Information
Please note:
This information is copyrighted to Hastings Borough Council and is
supplied for your personal use only. Except as permitted under the
Copyright, Designs and Patents Act 1988, the information supplied may not
be copied, distributed, published, or exploited for commercial purposes or
financial gain without the explicit written consent of Hastings Borough
Council.

We do not give permission for this information to be used for the purposes
of direct marketing.

show quoted sections

This message has been checked for all known viruses by Star Internet
delivered through the MessageLabs Virus Scanning Service. For further
information visit http://www.star.net.uk/stats.asp

Link to this Report
Information Officer, Hastings Borough Council

43 Attachments

Dear Mr Bowles,

I refer to your recent request for information from this Authority.  Our
answer(s) to your questions are below.

I trust we have interpreted your request correctly, and this is the
information you required.

You have a right to make a complaint to us if you are not happy with any
aspect of the way we have handled your
request for information.  Please contact me in writing with details of any
complaint you wish to make.  I will then arrange

for your complaint to be dealt with through our usual internal complaints
process.  If you are then still unhappy you may

complain to the Information Commissioner who will decide whether the
request has-been handled properly.  Please note
that the Information Commissioner cannot generally make a decision unless
our complaints process has first been
exhausted.  The Information Commissioner can be contacted at The
Information Commissioners' Officer, Wycliffe House,
Water Lane, Wilmslow, Cheshire SK9 AF 

Yours sincerely,

Lisa Greathead
Information Officer
Town Hall
Queens Road
Hastings
TN34 1QR
01424 451066
E Mail: [email address]

Start of Request for Information

This information is held, please see below reports for January 2011 - June
2011, this response is now 2 of 4 due to the size, the remainder will
follow shortly.

Please note that personal names have been redacted as these fall under
Section 40 (1) of the Freedom of Information Act - Personal Data and will
not be disclosed

27th January 2011

<<03b. Issue Log.doc>> <<03c. Risk Log.doc>> <<05. Telephone Area
Update.doc>> <<06a. Planning Soft Launch Update.doc>> <<06b. Planning Q
Performance.pdf>> <<02. CC - SG - 2010 12 10 - Minutes.doc>> <<03a.
Highlight Report Type 2.doc>> <<03b. Issue Log.doc>> <<03c. Risk Log.doc>>
<<04a. HIC Accommodation Update.doc>> <<04b. HIC Cost Plan Reduced
Scheme.pdf>> <<04c. HIC drawings.pdf>>

3rd March 2011
  <<01. CC - SG - 2011 03 03 - Agenda.doc>> <<02. CC - SG - 2011 01 27 -
Minutes.doc>> <<03a. Highlight Report Type 2.doc>> <<03c. Risk Log.doc>>
<<05. Contact Centre Communications.doc>> <<06. Costs.xls>> <<Contact
Centre - O and S Presentation - 22.10.10..ppt>>      

28th April
<<06a. Highlight Report Type 2 - April 2011.doc>> <<06b. Issue Log.doc>>
<<06c. Risk Log.doc>> <<28.03.11. Notes of Meeting.doc>> <<Briefing Note
Contact Centre Update April 2011.doc>> <<X Seconds Report 2 March to 25
April 2011.pdf>> <<Queue Service Level Report 2 March to 25 April
2011.pdf>> <<Queue Traffic Analysis Report 2 March to 25th April
2011.pdf>> <<11.04.28 Agenda CC Project Board.doc>>     

25th May 2011
<<X Seconds Report 2 March to 20 May 2011.pdf>> <<06a. Highlight Report
Type 2 - May 2011.doc>> <<06b. Issue Log.doc>> <<06c. Risk Log.doc>>
<<11.05.25 Agenda CC Project Board.doc>> <<28 04 11 Notes of Meeting.doc>>
<<Queue Service Level Report 2 March to 20 May 2011.pdf>> <<Queue Traffic
Analysis Report 2 March to 20 May 2011.pdf>> <<Contact Centre Gantt May
2011 - High Level.pdf>>        

29th June 2011
  <<29.06.11 Agenda CC Project Board.doc>> <<Contact Centre Notes
25.05.11..doc>> <<CC Board 2011 06 29 - X Seconds Report - Answered -
Absolute.pdf>>   <<CC Board 2011 06 29 - X Seconds Report - Answered -
Percentiles.pdf>> <<CC Board 2011 06 29 - X Seconds Report -
Abandons.pdf>>   <<CC Board 2011 06 29 - Queue Traffic Analysis
Report.pdf>>      

        
 

End of Request for Information
Please note:
This information is copyrighted to Hastings Borough Council and is
supplied for your personal use only. Except as permitted under the
Copyright, Designs and Patents Act 1988, the information supplied may not
be copied, distributed, published, or exploited for commercial purposes or
financial gain without the explicit written consent of Hastings Borough
Council.

We do not give permission for this information to be used for the purposes
of direct marketing.

show quoted sections

This message has been checked for all known viruses by Star Internet
delivered through the MessageLabs Virus Scanning Service. For further
information visit http://www.star.net.uk/stats.asp

Link to this Report
Information Officer, Hastings Borough Council

28 Attachments

Dear Mr Bowles,

I refer to your recent request for information from this Authority.  Our
answer(s) to your questions are below.

I trust we have interpreted your request correctly, and this is the
information you required.

You have a right to make a complaint to us if you are not happy with any
aspect of the way we have handled your
request for information.  Please contact me in writing with details of any
complaint you wish to make.  I will then arrange

for your complaint to be dealt with through our usual internal complaints
process.  If you are then still unhappy you may

complain to the Information Commissioner who will decide whether the
request has-been handled properly.  Please note
that the Information Commissioner cannot generally make a decision unless
our complaints process has first been
exhausted.  The Information Commissioner can be contacted at The
Information Commissioners' Officer, Wycliffe House,
Water Lane, Wilmslow, Cheshire SK9 AF 

Yours sincerely,

Lisa Greathead
Information Officer
Town Hall
Queens Road
Hastings
TN34 1QR
01424 451066
E Mail: [email address]

Start of Request for Information

This information is held, please see below reports from July 2011 -
December 2011, this response is 3 of 4, the last one will follow shortly.

Please note that personal names have been redacted as these fall under
Section 40 (1) of the Freedom of Information Act - Personal Data and will
not be disclosed

20th July 2011
   <<19.07.11. Agenda CC Project Board.doc>> <<29.06.2011. Contact Centre
Notes.doc>> <<Contact Centre Board 200711 (2).doc>> <<20.7.11. - Appdx A -
KB Report.pdf>> <<20.7.11. - Timeline Appdx B report.pdf>> <<20.7.11. -
Contact Centre Project Working Group 12 July 2011.doc>>      

25th August 2011
   <<25 08 11 Agenda CC Project Board (2).doc>> <<20.07.2011. Contact
Centre Notes.doc>>      <<25.08.11. - Proj Mgr report.doc>> <<Contact
Centre Gantt - 2011 08 22.pdf>> <<EIA CC - 17.08.11..doc>> <<Briefing Note
Contact Centre Pilot Evaluation August 2011.doc>>    

22nd September 2011
<<22.09.11. Agenda for CC Project Board.doc>>   <<25.08.11. Contact Centre
Notes.doc>> <<22.09.11. Project Board - Prog Manager Report.doc>>
<<22.09.11. CC Project Board - Plan.pdf>> <<22.09.11. Board Meeting -
Staff Letter.doc>>        

17th October 2011
   <<17.10.11. Agenda for CC Project Board.doc>> <<22nd Sept 2011 -
Contact Centre Board Notes.doc>> <<17.10.11. CC Project Manager
Update.doc>>  

23rd November, 2011
   <<23.11.11. Agenda for CC Project Board.doc>> <<17.10.11. Contact
Centre Board Notes.doc>> <<Contact Centre Nov 2011.pdf>> <<Contact Centre
Board 231111.doc>>  

13th December 2011
  <<13.12.11. Agenda for CC Project Board.doc>> <<23.11.11. Contact Centre
Board Notes.doc>> <<Hasting Borough Council - Netcall.pptx>> <<EIA
formscontactcentre2010 Mike Format.doc>>

End of Request for Information
Please note:
This information is copyrighted to Hastings Borough Council and is
supplied for your personal use only. Except as permitted under the
Copyright, Designs and Patents Act 1988, the information supplied may not
be copied, distributed, published, or exploited for commercial purposes or
financial gain without the explicit written consent of Hastings Borough
Council.

We do not give permission for this information to be used for the purposes
of direct marketing.

show quoted sections

This message has been checked for all known viruses by Star Internet
delivered through the MessageLabs Virus Scanning Service. For further
information visit http://www.star.net.uk/stats.asp

Link to this Report
Information Officer, Hastings Borough Council

51 Attachments

Dear Mr Bowles,

I refer to your recent request for information from this Authority.  Our
answer(s) to your questions are below.

I trust we have interpreted your request correctly, and this is the
information you required.

You have a right to make a complaint to us if you are not happy with any
aspect of the way we have handled your
request for information.  Please contact me in writing with details of any
complaint you wish to make.  I will then arrange

for your complaint to be dealt with through our usual internal complaints
process.  If you are then still unhappy you may

complain to the Information Commissioner who will decide whether the
request has-been handled properly.  Please note
that the Information Commissioner cannot generally make a decision unless
our complaints process has first been
exhausted.  The Information Commissioner can be contacted at The
Information Commissioners' Officer, Wycliffe House,
Water Lane, Wilmslow, Cheshire SK9 AF 

Yours sincerely,

Lisa Greathead
Information Officer
Town Hall
Queens Road
Hastings
TN34 1QR
01424 451066
E Mail: [email address]

Start of Request for Information

This information is held, please see below reports for 2012, this response
is 4 of 4.

Please note that personal names have been redacted as these fall under
Section 40 (1) of the Freedom of Information Act - Personal Data and will
not be disclosed

18th January 2012

<<Risk Assessment Working in reception areas.doc>> <<13.12.11. Final
Contact Board Notes.doc>> <<Agenda for CC Project Board 18.01.2012..doc>>

21st February 2012
<<Dress and Appearance Policy.doc>> <<18.01.12. Contact Board Notes.doc>>
<<Agenda for CC Project Board 21.02.2012..doc>> <<Contact Centre Board
210212 Measuring Success (2).doc>> <<Contact Centre Board Report 210212
(2).doc>> <<Contact Centre Budgets 16 02 2012.pdf>> <<Contact Centre Issue
Log 140212 (2).doc>> <<Contact Centre Risk Log 140212 (2).doc>>

26th March 2012
<<Final 21 02 12 Contact Board Notes.doc>> <<Agenda for CC Project Board
26.03.12..doc>> <<Draft Dress and Appearance Policy.doc>>

23rd April, 2012
<<Contact Centre Risk Log 170412.doc>> <<26.03.2012. Notes of
Meeting.doc>> <<Agenda for CC Project Board 23.04.2012..doc>> <<Contact
Centre Board Report 230412.doc>> <<Contact Centre Issue Log 170412.doc>>

21st May 2012
<<Final - 23 04 2012 Notes of Meeting (3).doc>> <<Agenda for CC Project
Board 21.05.12..doc>>
4th July 2012
<<Project Managers Report - 4 July.doc>> <<21st May 2012 Notes of
Meeting.doc>> <<Agenda for CC Project Board 4.07.12..doc>> <<Contact
Centre Issue Log 280612.doc>> <<Contact Centre Risk Log 280612.doc>>

20th August 2012
<<fINAL Contact Centre Performance Report 210812.doc>> <<Proposed HBC
survey forms Draft JS Aug 2012.doc>> <<Template Performance Aug 2012.xls>>
<<1. Contact Centre Board Report 210812.doc>> <<2. Notes of Meeting 4th
July 2012.doc>> <<Agenda for CC Project Board 21.08.12..doc>> <<Contact
Centre Issue Log 150812.doc>> <<Contact Centre Performance Report
210812.doc>> <<Contact Centre Risk Log 150812.doc>>

4th October 2012
<<Prog Managers Report 28.09.12..doc>> <<2. Notes of Meeting 21st August
2012.doc>> <<Agenda for CC Project Board 04.10.12..doc>> <<CC Project
Board Proposals for NCSW 2012.doc>> <<Contact Centre Issue Log
270912.doc>> <<Contact Centre Risk Log 270912.doc>> <<Final Notes of
Meeting 21st August 2012.doc>> <<Institute CS NCSW Programme 2012.doc>>

10th December 2012
<<Notes of Meeting 18th December 2012.doc>> <<Agenda for 18.12.12.
meeting.doc>> <<Call stats.xls>> <<Contact Centre Board Report
181212.doc>> <<Contact Centre Issue Log 111212.doc>> <<Contact Centre Risk
Log 111212.doc>> <<Notes of Meeting 15th October 2012.doc>>

East Kent report

<<Headline HBC report.docx>>

End of Request for Information
Please note:
This information is copyrighted to Hastings Borough Council and is
supplied for your personal use only. Except as permitted under the
Copyright, Designs and Patents Act 1988, the information supplied may not
be copied, distributed, published, or exploited for commercial purposes or
financial gain without the explicit written consent of Hastings Borough
Council.

We do not give permission for this information to be used for the purposes
of direct marketing.

show quoted sections

This message has been checked for all known viruses by Star Internet
delivered through the MessageLabs Virus Scanning Service. For further
information visit http://www.star.net.uk/stats.asp

Link to this Report