Telephone answering
Dear Derby City Council,
Could you provide the following information relating to telephone answering.
Could you provide the information for the present year 2022 to the date of receipt of this FOI
If you could use the following format:
Calls Offered ( total received)
Calls Handled ( total answered)
Calls abandoned ( not answered or abandoned)
If you could breakdown the calls into the following periods:
Jan - Mar (inclusive)
Apr - Jun (inclusive)
July - Sept (inclusive)
Oct- present day (inclusive)
Thank you
Yours faithfully,
Phil Gadd
This is an acknowledgement that your e-mail has been received by the
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Freedom of Information Team | Information Governance | Corporate
Resources | Derby City Council, The Council House, Corporation Street,
Derby DE1 2FS | Telephone 01332 640763 | Minicom 01332 640666 | Web:
[1]www.derby.gov.uk
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[2]Destination Derby - Vote for Derby
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To view Derby City Council Privacy Notices please visit
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Dear Phil,
Thank you for your request received 18 November 2022 under the Freedom of
Information Act 2000 (FOIA) for Telephone answering.
Unfortunately, the Council is unable to identify the information you have
requested from the details in your request.
Please advise if this is in relation to a specific department so we can
search if we hold the information.
We won’t be able to deal with your request until you provide the
additional information.
The Freedom of Information Act 2000 says that we must comply with your
request for information within 20 working days, from the date following
receipt of your request unless we have to ask for clarification, as in
this case. The 20 day response deadline clock has stopped from the date of
this email, the clock will reset from the date we receive your response
clarifying your request and we will advise you of the new 20 working day
deadline at this stage.
Unfortunately, if we don’t hear from you by 23 January 2023, we will send
you a refusal notice because we have not received all the information we
need to deal with your request.
Please contact us if you have any queries or concerns …
Freedom of Information Officer
Derby City Council
The Council House
Corporation Street
Derby
DE1 2FS
Telephone 01332 640763 or e-mail [1][Derby City Council request email]
Further information is also available from the Information Commissioner
at:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 01625 545 700
[2]www.ico.org
Yours sincerely,
Freedom of Information Team | Corporate Resources Directorate | Derby City
Council | The Council House| Corporation Street |Derby | DE1 2FS
|Tel: 01332 640763 | [3]www.derby.gov.uk
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[4]Destination Derby - Vote for Derby
══════════════════════════════════════════════════════════════════════════
To view Derby City Council Privacy Notices please visit
[5]derby.gov.uk/privacy-notice
══════════════════════════════════════════════════════════════════════════
The views expressed in this email are personal and may not necessarily
reflect those of Derby City Council, unless explicitly stated otherwise.
This email, and any files transmitted with it, are confidential and
intended solely for the use of the individual or entity to whom they are
addressed. If you have received this email in error, please notify me
immediately. If you are not the intended recipient of this email, you
should not copy it for any purpose, or disclose its contents to any other
person. Senders and recipients of email should be aware that under the
Data Protection Act 2018 and Freedom of Information Act 2000, the contents
may have to be disclosed. This footnote also confirms that this email
message has been swept by Microsoft Office 365 for the presence of
computer viruses. However, we cannot accept liability for viruses that may
be in this email. We recommend that you check all emails with an
appropriate virus scanner.
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Dear FOI,
Thank you,
To clarify.
DCC receives telephone calls from members of the public. These calls are on registered on a specific line or helpline.
My request is.
1/Please provide information about the amount of calls to that line for the periods specified in the original request
2/ Please provide the number of calls answered from that number for the periods requested.
3/ Please provide the number of calls unanswered, abandoned or no response provided. This relates to the original number of calls received(as per 1 outlined in this request)
Yours sincerely,
P A GADD
This is an acknowledgement that your e-mail has been received by the
Freedom of Information Team. We will respond to you as soon as possible.
If you are submitting a Freedom of Information request, your request is
being considered and you will receive the information requested as soon as
possible. We have a statutory timescale of 20 working days to respond to
your request unless the information requested is subject to a statutory
exemption on disclosure.
If your request does not include all the information we need or is not
clear, we will contact you for more information (clarification). In these
circumstances, the 20 working response deadline will start the next
working day after we receive your clarification response.
Freedom of Information Team | Information Governance | Corporate
Resources | Derby City Council, The Council House, Corporation Street,
Derby DE1 2FS | Telephone 01332 640763 | Minicom 01332 640666 | Web:
[1]www.derby.gov.uk
══════════════════════════════════════════════════════════════════════════
[2]Destination Derby - Vote for Derby
══════════════════════════════════════════════════════════════════════════
To view Derby City Council Privacy Notices please visit
[3]derby.gov.uk/privacy-notice
══════════════════════════════════════════════════════════════════════════
The views expressed in this email are personal and may not necessarily
reflect those of Derby City Council, unless explicitly stated otherwise.
This email, and any files transmitted with it, are confidential and
intended solely for the use of the individual or entity to whom they are
addressed. If you have received this email in error, please notify me
immediately. If you are not the intended recipient of this email, you
should not copy it for any purpose, or disclose its contents to any other
person. Senders and recipients of email should be aware that under the
Data Protection Act 2018 and Freedom of Information Act 2000, the contents
may have to be disclosed. This footnote also confirms that this email
message has been swept by Microsoft Office 365 for the presence of
computer viruses. However, we cannot accept liability for viruses that may
be in this email. We recommend that you check all emails with an
appropriate virus scanner.
══════════════════════════════════════════════════════════════════════════
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Dear Phil,
The Council confirms it holds information that falls within the
description of your request which is attached.
For your information this request has cost the Council £25.00 to process.
Any information provided that is owned by the Council is subject to the
provisions of the Re-use of Public Sector Information Regulations 2015 and
has been made available for re-use under the Open Government Licence (OGL)
a request to re-use is not required, but the licence conditions must be
met.
If the information provided is owned by someone else, you must get
permission from them to reuse the information.
If you are dissatisfied with the response to your request, you can ask for
an internal review under our FOI & EIR complaints procedure.
Please put your appeal reasons in writing and send it within 40 working
days to:
Freedom of Information Officer Derby City Council The Council House
Corporation Street Derby DE1 2FS Telephone 01332 640763 or e-mail
[1][Derby City Council request email]
You may also apply to the Information Commissioner for a decision under
section 50 of the Act but he may decline to deal with your application if
you have not followed the Council’s complaints procedure first:
Information Commissioner's Office Wycliffe House Water Lane Wilmslow
Cheshire SK9 5AF Telephone: 01625 545 700 [2]https://www.ico.org
Please note, the following applies, if the response includes council
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If you are a company that intends to use the names and contact details of
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are you must adhere to this preference. You must also ensure you comply
with the Privacy Electronic and Communications Regulations (PECR). For
more information follow this link [3]https://www.ico.org
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Yours sincerely,
Freedom of Information Team | Information Governance | Corporate Resources
Directorate | Derby City Council, Council House, Corporation Street, Derby
DE1 2FS | 01332 640763 | [4]www.derby.gov.uk
══════════════════════════════════════════════════════════════════════════
[5]Destination Derby - Vote for Derby
══════════════════════════════════════════════════════════════════════════
To view Derby City Council Privacy Notices please visit
[6]derby.gov.uk/privacy-notice
══════════════════════════════════════════════════════════════════════════
The views expressed in this email are personal and may not necessarily
reflect those of Derby City Council, unless explicitly stated otherwise.
This email, and any files transmitted with it, are confidential and
intended solely for the use of the individual or entity to whom they are
addressed. If you have received this email in error, please notify me
immediately. If you are not the intended recipient of this email, you
should not copy it for any purpose, or disclose its contents to any other
person. Senders and recipients of email should be aware that under the
Data Protection Act 2018 and Freedom of Information Act 2000, the contents
may have to be disclosed. This footnote also confirms that this email
message has been swept by Microsoft Office 365 for the presence of
computer viruses. However, we cannot accept liability for viruses that may
be in this email. We recommend that you check all emails with an
appropriate virus scanner.
══════════════════════════════════════════════════════════════════════════
References
Visible links
1. mailto:[Derby City Council request email]
2. https://www.ico.org/
3. https://www.ico.org/
4. http://www.derby.gov.uk/
5. https://derby.gov.uk/mailredirect/
6. https://www.derby.gov.uk/privacy-notice/
Dear FOI,
Thank you for your reply.
However, it appears to be incomplete. It appears the information is available but I cannot get it in a suitable format to understand the results. The reply is confusing and uses different responses for different periods.
This section is totally confusing and either needs removing or explaining.from your FOI reply.
"These stats are only the inbound calls to
If you could breakdown the calls
Derby City Council services that are managed
into the following periods:
by the Contact Centre Telephony Platform.
This is not all services nor all direct phone
Jan - Mar (inclusive)
lines inbound to the organisation.
Apr - Jun (inclusive)
July - Sept (inclusive)
Oct- present day (inclusive)
Therefore, I would like to clarify again what information I have previously requested and simplify the request.
1/ Please provide the number of calls received (offered ) from 1st January to the 31st October 2022
2/ Please provide the number of calls handled ( answered) from 1st January 2022 to the 31st October 2022
Yours sincerely,
P A GADD
This is an acknowledgement that your e-mail has been received by the
Freedom of Information Team. We will respond to you as soon as possible.
If you are submitting a Freedom of Information request, your request is
being considered and you will receive the information requested as soon as
possible. We have a statutory timescale of 20 working days to respond to
your request unless the information requested is subject to a statutory
exemption on disclosure.
If your request does not include all the information we need or is not
clear, we will contact you for more information (clarification). In these
circumstances, the 20 working response deadline will start the next
working day after we receive your clarification response.
Freedom of Information Team | Information Governance | Corporate
Resources | Derby City Council, The Council House, Corporation Street,
Derby DE1 2FS | Telephone 01332 640763 | Minicom 01332 640666 | Web:
[1]www.derby.gov.uk
══════════════════════════════════════════════════════════════════════════
[2]Destination Derby - Vote for Derby
══════════════════════════════════════════════════════════════════════════
To view Derby City Council Privacy Notices please visit
[3]derby.gov.uk/privacy-notice
══════════════════════════════════════════════════════════════════════════
The views expressed in this email are personal and may not necessarily
reflect those of Derby City Council, unless explicitly stated otherwise.
This email, and any files transmitted with it, are confidential and
intended solely for the use of the individual or entity to whom they are
addressed. If you have received this email in error, please notify me
immediately. If you are not the intended recipient of this email, you
should not copy it for any purpose, or disclose its contents to any other
person. Senders and recipients of email should be aware that under the
Data Protection Act 2018 and Freedom of Information Act 2000, the contents
may have to be disclosed. This footnote also confirms that this email
message has been swept by Microsoft Office 365 for the presence of
computer viruses. However, we cannot accept liability for viruses that may
be in this email. We recommend that you check all emails with an
appropriate virus scanner.
══════════════════════════════════════════════════════════════════════════
References
Visible links
1. file:///tmp/www.derby.gov.uk
2. https://derby.gov.uk/mailredirect/
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Dear Phil
Thank you for your email.
We have passed on your comments to the service and we will respond to you as soon as we have a reply from them.
Many thanks
Amy McKinnon | Information Governance Officer | Information Services | Corporate Resources| Derby City Council |The Council House | Corporation St, Derby, DE1 2FS | Minicom 640666 | https://www.derby.gov.uk
Proud of Derby
Dear Phil
I’ve heard back from the service and they have responded with:
Inbound calls (reportable) Calls Received Calls Answered
(Offered) (Handled)
1st Jan - 31st Oct 2022 330344 262783
Hopefully this is in a better layout for you.
Kind regards
Freedom of Information Team | Corporate Resources Directorate | Derby City
Council | The Council House| Corporation Street |Derby | DE1 2FS
|Tel: 01332 640763 | [1]www.derby.gov.uk
══════════════════════════════════════════════════════════════════════════
[2]Destination Derby - Vote for Derby
══════════════════════════════════════════════════════════════════════════
To view Derby City Council Privacy Notices please visit
[3]derby.gov.uk/privacy-notice
══════════════════════════════════════════════════════════════════════════
The views expressed in this email are personal and may not necessarily
reflect those of Derby City Council, unless explicitly stated otherwise.
This email, and any files transmitted with it, are confidential and
intended solely for the use of the individual or entity to whom they are
addressed. If you have received this email in error, please notify me
immediately. If you are not the intended recipient of this email, you
should not copy it for any purpose, or disclose its contents to any other
person. Senders and recipients of email should be aware that under the
Data Protection Act 2018 and Freedom of Information Act 2000, the contents
may have to be disclosed. This footnote also confirms that this email
message has been swept by Microsoft Office 365 for the presence of
computer viruses. However, we cannot accept liability for viruses that may
be in this email. We recommend that you check all emails with an
appropriate virus scanner.
══════════════════════════════════════════════════════════════════════════
References
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http://www.derby.gov.uk/
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