Dear Ashford Borough Council,

Please can you provide information regarding the system or systems you utilise on the iTouchVision/ My Council Services/ Abavus provided platform. If there is more than one system you utilise then please provide details of each one, a title that is relevant to your service users is enough detail.

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.

If you have any usage statistics in terms of customer engagements for the last year, please include a headline figure of how many records were created.

If you capture any satisfaction data, please include overall customer satisfaction for platform.

Yours faithfully,

Steve Roberts

FOI Requests, Ashford Borough Council

1 Attachment

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Freedom of Information Team

Ashford Borough Council

 

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References

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1. http://www.ashford.gov.uk/
2. https://www.ashford.gov.uk/report

Ashford Borough Council

1 Attachment

Our Ref: FOI-6962 Date: 15 March 2019 Dear Mr Roberts Thank you for your
email of 6 March 2019 requesting information about the system or systems
Ashford Borough Council utilise on the iTouchVision/ My Council Services/
Abavus provided platform. The information you requested is enclosed If
there is more than one system you utilise then please provide details of
each one. Ashford Borough Council uses the My Council Service platform
which includes contact centre CRM, service request and assets. This also
includes an App which is named Your Ashford. Please list the number of
council staff that use the system. We are currently licensed for 70 users
(20 CRM, 50 service desk) The first year’s costs associated with this
contract to the Council, please include all payments to the provider.
Payments to suppliers are published on the Council’s website on the
following link
https://www.ashford.gov.uk/transparency/... The
last years (2018/19) costs associated with this contract, please include
all payments to the provider. Payments to suppliers are published on the
Council’s website on the following link
https://www.ashford.gov.uk/transparency/...
When the current contract expires. March 2020 If you have any usage
statistics in terms of customer engagements for the last year, please
include a headline figure of how many records were created. 5059 service
requests (15 March 2018 – 15 March 2019) If you capture any satisfaction
data, please include overall customer satisfaction for platform. No data
currently captured If you believe the Council has not complied with the
Freedom of Information Act in relation to your request, you have the right
to ask for an internal review. Internal review requests must be submitted
no later than 40 working days after the date on which you believe that the
Council failed to comply with the legislation and must be addressed to:
Freedom of Information Manager, Ashford Borough Council, Civic Centre,
Tannery Lane, Ashford, Kent, TN23 1PL or email [Ashford Borough Council request email]. The
Council's procedure for internal reviews can be viewed at
https://www.ashford.gov.uk/freedom-of-in.... Please remember to
quote the reference number above in any future communications. 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, SK9 5AF; www.ico.org.uk;
Tel. 0303 123 1113. Yours sincerely Ben Robison Customer Service &;
Digital Project Manager HR and Customer Services

 

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1. https://www.ashford.gov.uk/report

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