Systems Information

The request was successful.

Dear Torfaen 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

Call Torfaen, Torfaen County Borough Council

Thank you for taking the time to email Torfaen County Borough Council.

 

Please be aware that your enquiry is being addressed and a reply will be
sent within 10 working days.

 

Did you know that you can report issues and request information via our
website at [1]www.torfaen.gov.uk or make reports and requests by
downloading our Mobile App.

 

By registering your email address, you will be able to track progress of
your enquiry from start to finish.

 

The Mobile App is available on Apple, Android and Windows devices and can
be found by typing Torfaen into the search function in the relevant App
Store.

 

'

show quoted sections

YMWADIAD: Mae'r wybodaeth sy'n gynwysedig yn yr e-bost yma a) yn eiddo i
Gyngor Bwrdeistref Sirol Torfaen; a b) yn gyfrinachol. Fe'i bwriedir ar
gyfer y derbynnydd yn unig. Os nad chi yw’r sawl y cyfeiriwyd hi ato, ni
ddylech ddadlennu, copïo na dosbarthu'r wybodaeth neu ei defnyddio i
weithredu. Os derbyniwch yr e-bost yma fel camgymeriad, gadewch i ni wybod
ar unwaith drwy ffonio ++44 (0) 1495 766366, a danfonwch yr e-bost yn ol
gydag unrhyw atodiadau. RHYBUDD: Gwnewch yn siwr bod gennych ddiogelwch
feirws digonol cyn agor neu ddatgysylltu unrhyw ddogfen sydd yn atodiad
i'r e-bost hwn. Mae’r Cyngor yn croesawu gohebiaeth yn Gymraeg a Saesneg.
Cewch ateb Cymraeg i bob gohebiaeth yn Gymraeg ac ni fydd yn arwain i
unrhyw oedi. Mae data personol sy'n cael ei brosesu gan y cyngor yn cael
ei wneud yn unol â'r gofynion sydd arnom ni o dan y Rheoliad Diogelu Data
Cyffredinol (RhDDC) (UE) 2016/679. Am fwy o wybodaeth ar sut yr ydym yn
gwneud hyn gwelwch ein Hysbysiad Preifatrwydd

References

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1. http://www.torfaen.gov.uk/

Torfaen County Borough Council

Help us improve our services by providing feedback using the form
below.

[1]How did we do?

[2]Feedback | [3]News | [4]About Us
Thank you for your recent email. Please be aware that your email has
been passed to our Freedom Of Information team.

 

Should you need to pursue this email in future, please direct your
emails to [Torfaen County Borough Council request email]

 

Your contact with Customer Services will now be marked as closed.

 

Kind Regards

Due to the new General Data Protection Regulations (GDPR), we have
made some changes to our privacy policy. You can view the details
here:  [5]Torfaen Council Privacy Notice

References

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1. https://iweb.itouchvision.com/portal/f?p...
2. https://iweb.itouchvision.com/portal/f?p...
3. http://www.torfaen.gov.uk/en/News/News-A...
4. http://www.torfaen.gov.uk/
5. https://www.torfaen.gov.uk/en/AboutTheCo...

TCBC, FOI, Torfaen County Borough Council

Dear Steve Roberts

 

Thank you for your email dated 6 March 2019 requesting information under
the Freedom of Information Act 2000. I have logged your email and will
deal with your request in order that we can respond to you within the
statutory deadline of 20 working days.

 

I will contact you further as soon as the relevant information is
available.

 

This correspondence is available in large print, Braille or Welsh. Please
contact us for further details or if we can help in any way.

 

Yours sincerely

 

 

Dominique Redman

Senior Business Support Officer (Complaints/FOI) / Uwch Swyddog Cymorth
Busnes (Cwynion/Rhyddid Gwybodaeth)

Strategic Services/Gwasanaethau Strategol

Torfaen County Borough Council/Cyngor Bwrdeistref Sirol Torfaen

Email/Ebost: [1][email address]

Phone/Ffôn: 01495 766294 (Internal 6294)

Fax/Ffacs: 01495 742791 (Internal 2791)

'

show quoted sections

YMWADIAD: Mae'r wybodaeth sy'n gynwysedig yn yr e-bost yma a) yn eiddo i
Gyngor Bwrdeistref Sirol Torfaen; a b) yn gyfrinachol. Fe'i bwriedir ar
gyfer y derbynnydd yn unig. Os nad chi yw’r sawl y cyfeiriwyd hi ato, ni
ddylech ddadlennu, copïo na dosbarthu'r wybodaeth neu ei defnyddio i
weithredu. Os derbyniwch yr e-bost yma fel camgymeriad, gadewch i ni wybod
ar unwaith drwy ffonio ++44 (0) 1495 766366, a danfonwch yr e-bost yn ol
gydag unrhyw atodiadau. RHYBUDD: Gwnewch yn siwr bod gennych ddiogelwch
feirws digonol cyn agor neu ddatgysylltu unrhyw ddogfen sydd yn atodiad
i'r e-bost hwn. Mae’r Cyngor yn croesawu gohebiaeth yn Gymraeg a Saesneg.
Cewch ateb Cymraeg i bob gohebiaeth yn Gymraeg ac ni fydd yn arwain i
unrhyw oedi. Mae data personol sy'n cael ei brosesu gan y cyngor yn cael
ei wneud yn unol â'r gofynion sydd arnom ni o dan y Rheoliad Diogelu Data
Cyffredinol (RhDDC) (UE) 2016/679. Am fwy o wybodaeth ar sut yr ydym yn
gwneud hyn gwelwch ein Hysbysiad Preifatrwydd

References

Visible links
1. mailto:[email address]

TCBC - FOI, Torfaen County Borough Council

Dear Steve Roberts

 

Further to your e-mail below, requesting information under the Freedom of
Information Act 2000, I am now in a position to respond.

 

You asked:

 

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.

 

Enterprise Agreement: Service Desk, Contact Centre, Case Management,
Mobile Worker, Contracts, Tasks, Waste, Asset Management, Analytics,
Bookings, Mobile App, e-Forms

 

Please list the number of council staff that use the system.

 

60-70 users

 

The first year’s costs associated with this contract to the Council,
please include all payments to the provider.

 

£72500 (Enterprise Agreement)

 

The last years (2018/19) costs associated with this contract, please
include all payments to the provider.

 

£72500 (Enterprise Agreement)

 

When the current contract expires.

 

End of 2019/20

 

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.

 

43,008 requests

 

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

 

91% satisfaction

 

 

Information supplied in response to any Freedom of Information Act request
may be subject to copyright. A single copy of information supplied under
the Freedom of Information Act may only be used for personal,
non-commercial research or study, unless stated otherwise. It must not be
passed to others, copied or re-published in whole or in part without
permission from the copyright holder. Any copyright statement that forms
part of or in any way refers to the information provided must not be
altered or removed.

 

If you have any queries about this email or are unhappy about the service
you have received in relation to your request and wish to make a complaint
or request a review, please do not hesitate to contact me in writing.

 

If you are not content with the outcome of your complaint, you may apply
directly to the Information Commissioner for a decision. Generally, the
Information Commissioner’s Office (Wales) cannot make a decision unless
you have exhausted the complaints procedure provided by this Council. The
Information Commissioner can be contacted at: The Information
Commissioner’s Office (Wales), 2nd Floor, Churchill House, Churchill Way,
Cardiff, CF10 2HH. Telephone 016 2554 5297 or Fax 029 2067 8399 or e-mail
[1][email address].

 

Yours sincerely

 

Dominique Redman

Senior Business Support Officer (Complaints/FOI) / Uwch Swyddog Cymorth
Busnes (Cwynion/Rhyddid Gwybodaeth)

Strategic Services/Gwasanaethau Strategol

Torfaen County Borough Council/Cyngor Bwrdeistref Sirol Torfaen

Email/Ebost: [2][email address]

Phone/Ffôn: 01495 766294 (Internal 6294)

Fax/Ffacs: 01495 742791 (Internal 2791)

 

 

 

From: Call Torfaen
Sent: 06 March 2019 11:15
To: TCBC, FOI <[Torfaen County Borough Council request email]>
Subject: Torfaen County Borough Council - A new Customer Contact service
request has been submitted - 3370645

 

Help us improve our services by providing feedback using the form
below.

[3]How did we do?

 

[4]Feedback | [5]News | [6]About Us
Hello FOI team,

This email has been sent to you from Torfaen County Borough Council
by one of your customers. They have reported the incident and
captured all the details in an aid to help you resolve the issue
quickly:

SERVICE REQUEST #      3370645

CATEGORY    Customer Contact

Contact Details

Name
Mobile Phone 1234567890
Home Phone -
Email Address [7][email address]

Information

Type of contact
Email
Title of email
Freedom of Information request - Systems Information
Customer email
Dear Torfaen 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
What action has been taken?
Referred to another department
Which department has the email been referred to?
Freedom Of Information ([8][Torfaen County Borough Council request email])
Date email was received
06-03-2019
Customer Name
Steve Roberts
Customer Email Address
[9][FOI #558613 email]

Thanks for contacting Torfaen Council. An officer from Call Torfaen
will now manage your request.  We will only contact you if we need
any further information, but you can follow progress of your request
in the app’s My Reports section or [10]your customer portal.

Best wishes

Call Torfaen

Torfaen County Borough Council

 

Due to the new General Data Protection Regulations (GDPR), we have
made some changes to our privacy policy. You can view the details
here:  [11]Torfaen Council Privacy Notice

'

show quoted sections

YMWADIAD: Mae'r wybodaeth sy'n gynwysedig yn yr e-bost yma a) yn eiddo i
Gyngor Bwrdeistref Sirol Torfaen; a b) yn gyfrinachol. Fe'i bwriedir ar
gyfer y derbynnydd yn unig. Os nad chi yw’r sawl y cyfeiriwyd hi ato, ni
ddylech ddadlennu, copïo na dosbarthu'r wybodaeth neu ei defnyddio i
weithredu. Os derbyniwch yr e-bost yma fel camgymeriad, gadewch i ni wybod
ar unwaith drwy ffonio ++44 (0) 1495 766366, a danfonwch yr e-bost yn ol
gydag unrhyw atodiadau. RHYBUDD: Gwnewch yn siwr bod gennych ddiogelwch
feirws digonol cyn agor neu ddatgysylltu unrhyw ddogfen sydd yn atodiad
i'r e-bost hwn. Mae’r Cyngor yn croesawu gohebiaeth yn Gymraeg a Saesneg.
Cewch ateb Cymraeg i bob gohebiaeth yn Gymraeg ac ni fydd yn arwain i
unrhyw oedi. Mae data personol sy'n cael ei brosesu gan y cyngor yn cael
ei wneud yn unol â'r gofynion sydd arnom ni o dan y Rheoliad Diogelu Data
Cyffredinol (RhDDC) (UE) 2016/679. Am fwy o wybodaeth ar sut yr ydym yn
gwneud hyn gwelwch ein Hysbysiad Preifatrwydd

'**********************************************************************
DISCLAIMER: The information contained in this e-mail is a) the property of
Torfaen County Borough Council; and b) confidential. It is intended only
for the addressee. If you are not the addressee you must not disclose,
copy or distribute this or take any action in reliance upon it. If you
receive this e-mail in error, please notify us immediately by telephone on
++44 (0) 1495 766366, and re-direct the e-mail and any attachments to us.
WARNING: Please ensure that you have adequate virus protection in place
before you open or detach any documents attached to this e-mail. The
Council welcomes correspondence in Welsh and English. Correspondence
received in Welsh will be answered in Welsh and will not lead to any
delay. Personal data processed by the council is done so in accordance
with our requirements under the General Data Protection Regulation (GDPR)
(EU) 2016/679. For more information on how we do this please see our
Privacy Notice
**********************************************************************
YMWADIAD: Mae'r wybodaeth sy'n gynwysedig yn yr e-bost yma a) yn eiddo i
Gyngor Bwrdeistref Sirol Torfaen; a b) yn gyfrinachol. Fe'i bwriedir ar
gyfer y derbynnydd yn unig. Os nad chi yw’r sawl y cyfeiriwyd hi ato, ni
ddylech ddadlennu, copïo na dosbarthu'r wybodaeth neu ei defnyddio i
weithredu. Os derbyniwch yr e-bost yma fel camgymeriad, gadewch i ni wybod
ar unwaith drwy ffonio ++44 (0) 1495 766366, a danfonwch yr e-bost yn ol
gydag unrhyw atodiadau. RHYBUDD: Gwnewch yn siwr bod gennych ddiogelwch
feirws digonol cyn agor neu ddatgysylltu unrhyw ddogfen sydd yn atodiad
i'r e-bost hwn. Mae’r Cyngor yn croesawu gohebiaeth yn Gymraeg a Saesneg.
Cewch ateb Cymraeg i bob gohebiaeth yn Gymraeg ac ni fydd yn arwain i
unrhyw oedi. Mae data personol sy'n cael ei brosesu gan y cyngor yn cael
ei wneud yn unol â'r gofynion sydd arnom ni o dan y Rheoliad Diogelu Data
Cyffredinol (RhDDC) (UE) 2016/679. Am fwy o wybodaeth ar sut yr ydym yn
gwneud hyn gwelwch ein Hysbysiad Preifatrwydd

References

Visible links
1. mailto:[email address]
2. mailto:[email address]
3. https://iweb.itouchvision.com/portal/f?p...
4. https://iweb.itouchvision.com/portal/f?p...
5. http://www.torfaen.gov.uk/en/News/News-A...
6. http://www.torfaen.gov.uk/
7. mailto:[email address]
8. mailto:[Torfaen County Borough Council request email]
9. mailto:[FOI #558613 email]
10. http://www.torfaen.mycouncilservices.com/
11. https://www.torfaen.gov.uk/en/AboutTheCo...