Dear South 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

Customer Services, South Kesteven District Council

Dear Mr Roberts,

Freedom of Information Act 2000 Information Request Acknowledgement

Reference No: 1549822

Thank you for your request for information, this has been registered with us on 29/04/2019 14:57:35

Your request has now been assigned to the relevant department. We will provide you with a response within 20 working days, in this case no later than (29/05/2019 14:57:35).

The Freedom of Information Act defines a number of exemptions, which may prevent us releasing the information you have requested. You will be informed if this is the case, and we will advise you of your rights of appeal.

If the information you requested contains reference to a third party, we may need to consult with them before a decision can be made about the information being released. You will be informed if this is the case.

If you require the response from us in an alternative format, e.g. language, audio, large print, etc. then please let us know.

Further information about the Freedom of Information Act is also available from the Information Commissioner at:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF

Telephone: 0303 123 1113
Website: www.ico.org.uk<http://www.ico.org.uk>

Yours sincerely
South Kesteven District Council
Customer Service Department

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Customer Services, South Kesteven District Council

Dear Mr Roberts,

Freedom of Information Act 2000 - Information Request

Reference No: 1549822

Thank you for your request under the Freedom of Information Act 2000 dated 29/04/2019 14:57:35. A summary of your request is as follows:

Provide information regarding the system or systems you utilise to record, process or otherwise manage each of the following

o Customer complaints and compliments

o Members enquiries

o Mayors enquiries

o Freedom of information requests

o Subject Access Requests

For each system can you 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

Our response is:

Customer complaints and compliments

Month Complaints Compliments
Apr-18 51 14
May-18 58 11
Jun-18 63 8
Jul-18 40 10
Aug-18 44 16
Sep-18 41 11
Oct-18 66 4
Nov-18 55 12
Dec-18 32 15
Jan-19 47 12
Feb-19 40 6
Mar-19 43 17
Apr-19 51 8
Total 631 144

Members enquiries:

These are directed to either the Data Protection Officer or through Members Services, South Kesteven District Council, Council Offices, St. Peters Hill, Grantham, Lincolnshire, NG31 6PZ Tel: 01476 40 6430 Email: [email address]<mailto:[email address]> once investigated they would be dealt with by the Monitoring Officer via Customer complaints http://www.southkesteven.gov.uk/index.as.... This request has been sent through to the Data Protection Officer to provide any further information.

Mayors enquiries:

Are dealt with directly through the Mayors Parlour, as this is independently managed and not through South Kesteven District Council, you will need to call on 01476 56 68 41 open 10am 2pm Monday-Friday to make your request

Freedom of information requests:

Apr-18 88

May-18 66

Jun-18 74

Jul-18 84

Aug-18 92

Sep-18 64

Oct-18 78

Nov-18 63

Dec-18 46

Jan-19 111

Feb-19 64

Mar-19 69

Apr-19 78

Total 977

Subject Access Requests

Subject Access Requests are recorded and managed through our Legal team and the Data Protection Officer. This request has been sent though to them to provide the required information.

Our CRM system includes our FOI processes and recording of which there are currently 248 council staff using the CRM system.

The first years costs associated with this contract of £73,100.00

The last years (2018/19) costs associated with this contract of £61,800

The current contract expires in March 2024

Further information about freedom of information is also available from the Information Commissioner at:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 0303 123 1113

Website: www.ico.org.uk

Yours sincerely,

Nova Roberts

Head of Customer Experience

South Kesteven District Council

Council Offices, St. Peters Hill

Grantham, Lincolnshire, NG31 6PZ

Tel: 01476 406506

Email:[email address]<mailto:[email address]>

The information contained in this e-mail along with any attachments may be confidential, legally privileged or otherwise protected from disclosure. It is intended for the named individual(s) or entity who is/are the only authorised recipient(s). If this message has reached you in error please notify the sender immediately and delete it without review.

Email is not secure and may contain viruses. We make every effort to ensure email is sent without viruses, but cannot guarantee this and recommends recipients take appropriate precautions. We may monitor email traffic data and content in accordance with our policies and English law.