TV Licensing Website

The request was partially successful.

Dear British Broadcasting Corporation,

I am making this request in accordance with section 1 of the Freedom of Information Act 2000.

In accordance with section 9 of schedule 2 of the BBC's TV Licensing contract with Capita Business Services Ltd, the contractor (Capita) is obliged to "ensure that the TVL websites is (sic) available at all times" and "ensure appropriate service availability and service to the Customer".

It is a fact, although probably not one the BBC would care to acknowledge, that every month hundreds of TV Licensing customers take to Twitter to complain about the unreliability of the TV Licensing website.

In accordance with the Act, please provide the following information held by the BBC since 1st January 2015:
- All correspondence between the BBC and Capita that relates to the reliability of the website. In particular any correspondence that mentions any malfunction/downtime of the TV Licensing website.
- A breakdown, by month, of the amount of time the TV Licensing website has been fully unavailable to customers (e.g. not available to access online).
- A breakdown, by month, of the amount of time the TV Licensing website has been partly unavailable to customers (e.g. still available to access online, but with a lack of functionality).
- A breakdown, by month, of the number of customers whose online transactions have failed due to an error with the TV Licensing website or associated payment processing system.

Having read the BBC/Capita contract carefully, I believe all of this information will be held by Capita on behalf of the BBC. That being the case, I would not expect the BBC to refuse disclosure on the basis that the information is held by Capita.

I look forward to a timely and concise response, in accordance with the requirements of the Act.

Yours faithfully,

Peter Jones
Lead author of the TV Licensing Blog
http://tv-licensing.blogspot.co.uk

FOI Enquiries, British Broadcasting Corporation

Dear Peter Jones

Thank you for your request for information under the Freedom of Information Act 2000, as detailed in your email below. Your request was received on 02/02/2017.  We will deal with your request as promptly as possible, and at the latest within 20 working days. If you have any queries about your request, please contact us at the address below.

The reference number for your request is RFI20170231.

Kind regards

The Information Policy & Compliance Team

BBC Freedom of Information
BC2 B6, Broadcast Centre
201 Wood Lane
London W12 7TP

www.bbc.co.uk/foi
Email: [BBC request email]

show quoted sections

Dear FOI Enquiries,

Just a quick reminder that your response to RFI20170231 is now late and consequently the BBC is in breach of section 10 of the Freedom of Information Act 2000.

If you could send a reply or valid refusal notice as a matter of urgency, as the law requires.

Yours sincerely,

Peter Jones
Lead author of the TV Licensing Blog
http://tv-licensing.blogspot.co.uk

FOI Enquiries, British Broadcasting Corporation

2 Attachments

Dear Mr Jones,

 

Please find attached the response to your request for information,
reference RFI20170231

 

 

Yours sincerely,

Information Rights

 

Information Rights, BBC Legal

BC2A4, Broadcast Centre

201 Wood Lane

London W12 7TP, UK

 

Website: [1]www.bbc.co.uk/foi

Email: [2]mailto:[BBC request email]

Tel: 020 8008 2882

Fax: 020 8008 2398

 

 

References

Visible links
1. http://www.bbc.co.uk/foi
2. mailto:[BBC request email]

Looking for an EU Authority?

You can request documents directly from EU Institutions at our sister site AskTheEU.org . Find out more .

AskTheEU.org