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Customer Feedback Systems

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Dear Lancaster City 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, Lancaster City Council

3 Attachments

Dear Mr Roberts,

I write to confirm receipt of your request for information, which was
received on 29th April 2019 and is now being processed under the Freedom
of Information Act 2000. Your request has been given the unique reference
number as stated in the subject header above and you should quote this
reference number in all correspondence. You should receive our response
within 20 working days; this means that you can expect to receive the
requested information by 29th May 2019. If we are unable to deal with your
request within that time limit or the Council does not hold the
information or there is a reason for it to be withheld, we will promptly
advise you in writing.

If you have any queries or concerns then please do not hesitate to contact
me. Please remember to quote the reference number above in any future
communications.

Kind regards,

Amy Holland

Information Governance Manager

Data Protection Officer

Email: [1][Lancaster City Council request email]

Tel:      (01524) 58 2000

 

Governance (Information Governance), Town Hall, Lancaster LA1 1PJ

Email:
[2][Lancaster City Council request email]                                                              

Website: [3]http://www.lancaster.gov.uk

 

[4]cid:image002.jpg@01D30F99.38449CF0   [5]cid:image002.jpg@01D29817.500BB520

     [6]www.gov.uk/register-to-vote

 

[7]cid:image003.png@01D4B723.AA64FB30

 

 

UK businesses use up 2 million tonnes of paper each year. Think before you
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An Investor in People/Positive about Disabled People.

[8]DISCLAIMER:

 

References

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1. mailto:[email address]
2. mailto:[Lancaster City Council request email]
3. http://www.lancaster.gov.uk/
5. https://www.yourvotematters.co.uk/
6. http://www.gov.uk/register-to-vote
8. http://www.lancaster.gov.uk/disclaimer

info, Lancaster City Council

3 Attachments

Dear Mr Roberts

 

Re: FOI 2545 - Customer Feedback Systems

 

Thank you for your request received on 29th April 2019 in which you asked
for the following information from Lancaster City 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

 

Your request has been handled under the Freedom of Information Act 2000
(FOIA).

 

Response

 

Please accept our apologies for the delay in responding to this request.

 

Customer complaints and compliments

o are recorded on LAGAN and the Council utilises a Microsoft Excel
Spreadsheet in addition to this system.
o More than 30 people use this system but its use is not restricted by
licence.
o The first year costs associated with this are not known as the
contract has been in more than 10 years.
o The 2018/19 costs associated with this contract were £19,600 plus VAT
o The current contract expires 31^st March 2020
o Stage 1 and 2 formal complaints 116. Comments/Compliments recorded via
e-form accessed from our website, 396

 

Members Enquiries

There is no specialist system used for Member enquiries.

The Council does not keep central records of Member enquiries and so this
information is not available.

 

Mayoral Enquiries

There is no specialist system used for Mayors Enquiries. Recently the
Council have introduced an online form for booking the Mayor which can be
completed by going to this site
[1]https://www.lancaster.gov.uk/forms/ShowF...

There is one member of Council staff with responsibility for the Mayor and
his engagements.

 

Freedom of Information Requests

o Are recorded on a Microsoft Access Database
o Two members of staff use the FOI Database but all Council Staff could
use access as it forms part of our Microsoft package
o 888 FOIs were processed in the financial year 2018/19

 

Subject Access Requests

o Are recorded on a Microsoft Access Database
o Two members of staff use the SAR Database but all Council Staff could
use access as it forms part of our Microsoft package
o 35 SARs were processed in the financial year 2018/19

 

If you have any queries or concerns about this response, please contact
this office. For details of how to appeal a decision we have made, see
below.

 

How to Appeal

 

Internal Review

If you are not satisfied with this response, you have the right to an
internal review.  The handling of your request will be looked at by
someone who was not responsible for the original case, and they will make
a decision as to whether we answered your request correctly.

 

If you would like to request a review, please write or send an email to
the Council at the following address:

 

Information Governance

Lancaster City Council

Town Hall

Dalton Square

Lancaster

LA1 1PJ

 

Email:  [2][Lancaster City Council request email]

 

Information Commissioner’s Office

 

If you remain dissatisfied after an internal review decision, you have the
right to apply to the Information Commissioner’s Office. The Commissioner
is an independent regulator who has the power to direct us to respond to
your request differently if she considers that we have handled it
incorrectly.

 

You can contact the Information Commissioner’s Office at the following
address:

 

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a
national rate number

Website:  [3]https://ico.org.uk/global/contact-us/

 

 

Re-use of Public-Sector Information

 

Some of the information that we provide in response to FOIA requests will
be subject to copyright protection. In most cases the copyright will be
owned by Lancaster City Council. The copyright in other information may be
owned by another person or organisation, as indicated on the information
itself.

 

You are free to use any information supplied for your own non-commercial
research or private study purposes. The information may also be used for
any other purpose allowed by a limitation or exception in copyright law,
such as news reporting. However, any other type of re-use, for example by
publishing the information in analogue or digital form, including on the
internet, will require the permission of the copyright owner.

 

For information where the copyright is owned by Lancaster City Council,
please contact this office if you would like to request permission.

 

For information where the copyright is owned by another person or
organisation you must apply to the copyright owner to obtain their
permission.

 

 

Yours sincerely

 

Amy Holland

Information Governance Manager

Data Protection Officer

Email: [4][Lancaster City Council request email]

Tel:      (01524) 58 2000

 

Corporate Services, Town Hall, Lancaster LA1 1PJ

Email:
[5][Lancaster City Council request email]                                                              

Website: [6]http://www.lancaster.gov.uk

 

[7]cid:image002.jpg@01D30F99.38449CF0   [8]cid:image002.jpg@01D29817.500BB520

     [9]www.gov.uk/register-to-vote

 

[10]cid:image003.png@01D4B723.AA64FB30

 

 

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We don't know whether the most recent response to this request contains information or not – if you are Steve Roberts please sign in and let everyone know.