Customer Feedback Systems

Steve Roberts made this Freedom of Information request to North Kesteven District 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 North Kesteven District 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

NK - FOI, North Kesteven District Council

5 Attachments

Ref No: FOI 19/58

 

29 April 2019

 

Dear Mr Roberts

 

Thank you for your Freedom of Information request regarding: Customer
Feedback Systems.

 

We can confirm your request was received on 29 April 2019. This will be
dealt with under the terms of the Freedom of Information Act 2000 and
answered within twenty working days. 

 

In some circumstances a fee may be payable and if that is the case, we
will let you know. A fees notice will be issued to you, and you will be
required to pay before we will proceed to deal with your request.

 

If you have any queries about this request please contact the Corporate
Information Team, quoting the above reference number.

 

Yours sincerely

 

Corporate Information Team

 

 

 

Freedom of Information
[1]NKDC [2]Facebook [3]YouTube Tel: 01529 414155
Twitter Email: foi@n‑kesteven.gov.uk
[HNG53VF58]​ [4]www.n-kesteven.gov.uk
Kesteven Street ,  Sleaford ,  NG34 7EF
[5]Voter ID

show quoted sections

NK - FOI, North Kesteven District Council

5 Attachments

Ref No: FOI 19/58

 

8 May 2019

 

Dear Mr Roberts

 

We refer to previous correspondence regarding your request for information
relating to: Customer Feedback Systems.

 

The information is given below:

 

Customer complaints and compliments

 

In relation to customer complaints and compliments, we do not have a
system - it is managed through a spreadsheet.

Customers can complete an online form with their feedback but that is a
forms package that is used for other services as well and is not dedicated
to customer feedback.

 

Figures for 18/19

Complaints – 81

Compliments – 91

 

19/20 to date:

Complaints – 13

Compliments – 4

 

Members enquiries

 

We don’t use any system to record these matters in relation to Members
other than outlook/Microsoft office.

 

Mayors enquiries

 

We don’t have a Mayor.

 

Freedom of Information requests and Subject Access Requests

 

We do not use any system to record or process Freedom of Information or
Subject Access Requests (other than Microsoft Outlook/Office).

 

In terms of numbers, there were:

 

o 858 Freedom of Information Requests from the 1 April 2018 to the 7 May
2019
o 6 Subject Access Requests from the 1 April 2018 to the 7 May 2019.

 

If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review. Internal review requests should be
submitted within two months of the date of receipt of the response,
quoting the above reference number, via email at: [1][North Kesteven District Council request email]
or by post to North Kesteven District Council, Corporate and Customer
Services, Kesteven Street, Sleaford, Lincs, NG34 7EF.

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner can be contacted at: Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9
5AF.

 

Yours sincerely

 

Corporate Information Team

 

 

 

 

Freedom of Information
[2]NKDC [3]Facebook [4]YouTube Tel: 01529 414155
Twitter Email: foi@n‑kesteven.gov.uk
[HNG53VF58]​ [5]www.n-kesteven.gov.uk
Kesteven Street ,  Sleaford ,  NG34 7EF
[6]Community Champions

References

Visible links
1. mailto:[North Kesteven District Council request email]
2. NKDC Twitter
https://twitter.com/NorthKestevenDC
3. Facebook
https://www.facebook.com/NorthKestevenDC
4. YouTube
https://www.youtube.com/user/NorthKestev...
5. http://www.n-kesteven.gov.uk/
6. Community Champions
http://www.nkawards.org/