Dear Richmondshire 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

Richmondshire District Council

Dear Sir/Madam

Freedom of Information Act 2000 - Information request 141238

I acknowledge your request for information received on 29/Apr/2019. Your
reference number is 141238.

Your request is being considered and you will receive the information
requested 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. If you require the
information in alternative formats, e.g. a different language, audio
format, or in large print, please let me know.

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.

If you have any queries or concerns, please contact
[1][email address]

Further information is also available from the Information Commissioner at
[2]ico.org.uk

Yours sincerely

Senior Information Manager

References

Visible links
1. mailto:[email address]
2. https://ico.org.uk/

Richmondshire District Council

Dear Sir/Madam

Freedom of Information Act 2000 - Information request 141238

Your request for information has now been considered and the information
requested is below.

Information disclosed:

Request:

1. Customer complaints and compliments

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

2. Members enquiries

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

3. Mayors enquiries

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

4. Freedom of information requests

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

5. Subject Access Requests

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

Response:

1. Customer Complaints and Compliments - Email and Access Database. This
has now moved to Enterprise Service Builder (ESB)

Compliments - 87
Complaints - 22

2. Members Enquiries - Email

3. Mayors Enquiries - N/A

4. Freedom of Information Requests - Enterprise Service Builder (ESB) -
All staff with ICT access can get into this system. Approx 220 staff
members

FOI Requests - 777

5. SAR - MS Office - Email

SAR - 2

We currently pay £6,500 per year for our website and hosting. This licence
also covers the ESB system
We also pay another £5,000 for the ESB Integration hub.
The 2018/19 costs were £11,500.

If you are dissatisfied with this response, and believe Richmondshire
District Council has not complied with legislation, please ask for an
internal review. Please quote reference number 141238.

You may apply directly to the Information Commissioner for a decision at
[1]ico.org.uk. Generally, the ICO cannot make a decision unless you have
exhausted the council’s complaints procedure.

The information provided in response to your request is copyright
Richmondshire District Council unless otherwise endorsed. Granting access
to this information under the Freedom of Information Act does not permit
you to re-use the information for commercial purposes, or to photocopy or
reproduce the information in any form.

If you wish to re-use the information, you need to apply for a licence by
contacting [2][email address]. You may be
required to pay a fee or comply with conditions for permitted re-use.

Yours sincerely

Senior Information Manager

References

Visible links
1. https://ico.org.uk/
2. mailto:[email address]