Customer Feedback Systems

Steve Roberts made this Freedom of Information request to Copeland Borough Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Copeland Borough Council,

Please can you provide information regarding the system or systems you utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments
• Members enquiries
• Mayors enquiries
• Freedom of information requests
• Subject Access Requests
For each system can you please list.
Please list the number of council staff that use the system.
The first year’s costs associated with this contract to the Council, please include all payments to the provider.
The last years (2018/19) costs associated with this contract, please include all payments to the provider.
When the current contract expires.
The number of each you processed in the last year April 2018 to now

Yours faithfully,

Steve Roberts

info@copeland.gov.uk, Copeland Borough Council

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Hello [FOI #571822 email],

Thank you for your email. We have received your message and it is being
handled by one of our Customer Service Officers. Please expect a reply
shortly.

 

Thank you.

 

Copeland Borough Council, Market Hall, Market Place, Whitehaven, CA28 7JG.
Tel: 01946 598300. Fax: 01946 598303. [5]www.copeland.gov.uk,
[6][Copeland Borough Council request email] 

Working to improve lives, communities and the prosperity of Copeland

 

[7]Description: Description: Description: Description: Description:
cid:image001.png@01CE1E63.A016AFC0

Working to improve lives, communities and the prosperity of Copeland

 

 

 

Copeland - the best place to live in Cumbria This email is confidential
and is for the attention of the addressee only. Copeland Borough Council
accept no responsibility for information, errors or omissions contained in
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5. http://www.copeland.gov.uk/
6. mailto:[Copeland Borough Council request email]

Copeland Borough Council

1 Attachment

Dear Mr Roberts
 
Thank you for your Freedom of Information Request.  Your request for
information has been forwarded on to our Freedom of Information Officer,
who will respond to your request as soon as possible, and not later than
20 days after receiving your request.
 
Yours sincerely,

Kathryn
 
Customer Services Officer
 
Tel: 01946 598300
Email: [1][Copeland Borough Council request email]
Website: [2]www.copeland.gov.uk
Copeland Borough Council, Market Hall, Market Place, Whitehaven, Cumbria,
CA28 7JG. Tel: 01946 598300. Fax: 01946 598303. [3]www.copeland.gov.uk,
[4][Copeland Borough Council request email]
 

 

--------------------------------------------------------------------------

From: Steve Roberts <[FOI #571822 email]>
Date: Monday, April 29, 2019, 10:28:07 AM
To: FOI requests at Copeland Borough Council <[Copeland Borough Council request email]>
Subject: Freedom of Information request - Customer Feedback Systems
Dear Copeland Borough Council,

Please can you provide information regarding the system or systems you
utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments
• Members enquiries
• Mayors enquiries
• Freedom of information requests
• Subject Access Requests
For each system can you please list.
Please list the number of council staff that use the system.
The first year’s costs associated with this contract to the Council,
please include all payments to the provider.
The last years (2018/19) costs associated with this contract, please
include all payments to the provider.
When the current contract expires.
The number of each you processed in the last year April 2018 to now

Yours faithfully,

Steve Roberts

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[FOI #571822 email]

Is [Copeland Borough Council request email] the wrong address for Freedom of Information
requests to Copeland Borough Council? If so, please contact us using this
form:
https://eur03.safelinks.protection.outlo...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
https://eur03.safelinks.protection.outlo...

For more detailed guidance on safely disclosing information, read the
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Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections

Freedom of Information, Copeland Borough Council

1 Attachment

Dear Mr Roberts

 

I acknowledge receipt of your Request for Information under the Freedom of
Information Act 2000.

 

Your request is being considered and you will receive any recorded
information held by Copeland Borough Council within the statutory
timescale of 20 working days as defined by the Freedom of Information Act
2000, subject to the information not being exempt or containing a
reference to a third party.

 

For your information, the Act defines a number of exemptions, which may
prevent release of the information you have requested.  There will be an
assessment and if any of the exemption categories apply then the
information will not be released.  You will be informed if this is the
case, including your rights of appeal.

 

If the information you request contains reference to a third party then
they may be consulted prior to a decision being taken on whether or not to
release the information to you.  You will be informed if this is the case.

 

There may be a fee payable for this information.  This will be considered
and you will be informed if a fee is payable.  In this event the fee must
be paid before the information is processed and released.  The 20 working
day time limit for responses is suspended until receipt of the payment.

 

If you have any queries or concerns then please contact me.

 

Further information is also available from the Information Commissioner
at:

 

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Telephone 01625 545700

[1]https://ico.org.uk/

 

Yours sincerely

 

Data Protection Officer

Copeland Borough Council

 

01946 598300

[2][email address]

 

Copeland Borough Council, The Copeland Centre, Catherine Street,
Whitehaven, Cumbria, CA28 7SJ. Tel: 01946 598300. Fax: 01946 598303.
[3]www.copeland.gov.uk, [4][Copeland Borough Council request email]

 

[5]Description: Description: cid:image001.png@01CC9A38.1440D120

 

From: Steve Roberts <[6][FOI #571822 email]>
Date: Monday, April 29, 2019, 10:28:07 AM
To: FOI requests at Copeland Borough Council <[7][Copeland Borough Council request email]>
Subject: Freedom of Information request - Customer Feedback Systems

Dear Copeland Borough Council,

Please can you provide information regarding the system or systems you
utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments
• Members enquiries
• Mayors enquiries
• Freedom of information requests
• Subject Access Requests
For each system can you please list.
Please list the number of council staff that use the system.
The first year’s costs associated with this contract to the Council,
please include all payments to the provider.
The last years (2018/19) costs associated with this contract, please
include all payments to the provider.
When the current contract expires.
The number of each you processed in the last year April 2018 to now

Yours faithfully,

Steve Roberts

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[8][FOI #571822 email]

Is [9][Copeland Borough Council request email] the wrong address for Freedom of Information
requests to Copeland Borough Council? If so, please contact us using this
form:
[10]https://eur03.safelinks.protection.outlo...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[11]https://eur03.safelinks.protection.outlo...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[12]https://eur03.safelinks.protection.outlo...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections

Freedom of Information, Copeland Borough Council

1 Attachment

Dear Mr Roberts

 

Thank you for your request for information regarding Customer Feedback
Systems

 

I can advise that the information requested is as follows:

 

Please can you provide information regarding the system or systems you
utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments 354 Complaints, 45 Compliments
recorded April 2018 – 29 April 2019
• Members enquiries – Not recorded.
• Mayors enquiries – 161. Microsoft Excel.
• Freedom of information requests – 915. Pentana.
• Subject Access Requests – 7.Pentana.

For each system can you please list.
Please list the number of council staff that use the system. – Pentana
currently has 57 listed users
The first year’s costs associated with this contract to the Council,
please include all payments to the provider – 2007, Support and
Maintenance of Covalent (Pentana)       £3,775.  
The last years (2018/19) costs associated with this contract, please
include all payments to the provider:

 

2018/19

Pentana Performance Dashboard Module             £500

 

Annual Charge for Software 17 Aug 2018 to 16 Aug 2019

3 x £893.06                        £2,679.18

Feedback Module            £1,046.68

Site User Licence              £6,332.70

£10,058.56

 

The number of each you processed in the last year April 2018 to now – see
above

I hope this is the information you require, but do not hesitate to contact
me if you wish to clarify anything further.

 

The Council makes every effort to make sure that the services it provides
are as efficient and effective as possible, and this includes any requests
under the Freedom of Information Act.

 

If you believe that your request has not been dealt with satisfactorily
you should follow the Council’s complaints procedure.

 

If you have followed the complaints procedure and are still not happy with
how your request has been dealt with you may also contact the:

 

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Enquiry/Information Line: 01625 545 745

For more information: [1]https://ico.org.uk/

 

Yours sincerely

 

Data Protection Officer

Copeland Borough Council

 

01946 598300

[2][email address]

 

Copeland Borough Council, The Copeland Centre, Catherine Street,
Whitehaven, Cumbria, CA28 7SJ. Tel: 01946 598300. Fax: 01946 598303.
[3]www.copeland.gov.uk, [4][Copeland Borough Council request email]

 

[5]Description: Description: cid:image001.png@01CC9A38.1440D120

 

From: Steve Roberts <[6][FOI #571822 email]>
Date: Monday, April 29, 2019, 10:28:07 AM
To: FOI requests at Copeland Borough Council <[7][Copeland Borough Council request email]>
Subject: Freedom of Information request - Customer Feedback Systems

Dear Copeland Borough Council,

Please can you provide information regarding the system or systems you
utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments
• Members enquiries
• Mayors enquiries
• Freedom of information requests
• Subject Access Requests
For each system can you please list.
Please list the number of council staff that use the system.
The first year’s costs associated with this contract to the Council,
please include all payments to the provider.
The last years (2018/19) costs associated with this contract, please
include all payments to the provider.
When the current contract expires.
The number of each you processed in the last year April 2018 to now

Yours faithfully,

Steve Roberts

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[8][FOI #571822 email]

Is [9][Copeland Borough Council request email] the wrong address for Freedom of Information
requests to Copeland Borough Council? If so, please contact us using this
form:
[10]https://eur03.safelinks.protection.outlo...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[11]https://eur03.safelinks.protection.outlo...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[12]https://eur03.safelinks.protection.outlo...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections