Freedom of Information Act 2000 and Environmental Information Regulations
2004

Dear Mrs C

Thank you for your Information request, received on 17/07/2015 which has
been logged with reference ICM0005603

Our twenty working day deadline for your request is 14/08/2015 and we aim
to respond as soon as possible within the time period.

You will be informed in advance if there is a charge for supplying copies
of the information. We will also provide an explanation if any i
nformation is not released to you.

If the requested information contains references to any third parties, we
may need to consult with them before deciding whether or not to release
the information.Should you have any queries regarding your request, please
feel free to contact me.

Yours Sincerely

Stephen Andreassen

Information Compliance Team

01603 222661

[1][email address]

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To see our email disclaimer click here [2]http://www.norfolk.gov.uk/emaildisclaimer

References

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Dear Mrs TC

 

Thank you for contacting Norfolk County Council about your Freedom of
Information request.  This is being dealt with by our Information
Management team.

 

I’m sorry to hear you had difficulties with the portal when submitting
your application.  I wanted to check you had now been able to apply for
your concessionary buss pass or whether I could help in anyway?  Please
let me know if I can be of assistance.

 

Best wishes

 

Rebecca

Rebecca Huntley

Compliments and Complaints Case Manager

South Wing

County Hall

Martineau Lane

Norwich

NR1 2DH

 

Direct Line: 01603 222102

Email: [1][email address]

Website: [2]www.norfolk.gov.uk

 

Please rate the service you received in this email?

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Dear Mrs T. C

 

Freedom of Information request – ICM5603

 

I refer to your request for information received by Norfolk County Council
dated 17 July 2015 which has been processed in accordance with the Freedom
of Information Act 2000 (the Act).

 

A copy of your original request appears at the foot of this email. 

 

The search for the information has been completed and I am pleased to
supply you with the following responses to your questions:

 

You asked:

How many successful applications for a concessionary bus pass have been
made through the portal since Jan 2015 (or the inception of the portal
whichever is soonest).

 

Our response:

There have been 1545 since January 2015.

 

 

You asked:

How many complaints have been received relating to the portal and its
usefulness or lack thereof since Jan 2015 (of the inception of the portal
whichever is soonest).

 

Our response:

For complaints, a search has been carried out of the formal complaints
database held by the County Council’s Compliments and Complaints Team. 
Searches have been carried out using the key words "pass" and “portal” and
revealed one complaint has been recorded in regards to difficulties
applying  for a concessionary pass on the NCC online system since January
2015..

 

 

You asked:

What is the cost of the contract awarded to Unicard by Norfolk County
Council for the provision of developing and maintaining the online portal?

 

Our response:

There is an annual support cost of £990, and then a cost per each
transaction through the portal which varies depending on the transaction.

 

I understand our Customer Service Centre has also been in touch with you
to offer assistance in relation to the issues you raised.

I do hope the information provided is helpful and useful to you, however,
please note that if you are dissatisfied with our handling of your request
you do have the right of appeal through the County Council's internal
complaints procedure by setting out the grounds of your appeal in writing
to:

The Compliments and Complaints Manager
FREEPOST 1H 2076
Norwich NR1 2BR
Email: [1][email address]

An appeal should be submitted within 40 working days of the date of this
notice and marked "FOI Appeal".

If you are still dissatisfied after pursuing the County Council’s internal
complaints procedure you may apply to the Information Commissioner under
Section 50 of the Act for a decision whether or not your request for
information has been dealt with in accordance with the requirements of
Part I of the Act.

 

Below are the contact details for the Information Commissioner.

First Contact Team
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
Email: [2][email address]
[3]http://www.ico.gov.uk

 

 

Yours sincerely

 

 

Stephen Andreassen

Information Compliance Officer

Information Management Service

Norfolk County Council

County Hall

Martineau Lane

Norwich

NR1 2DH

 

T: 01603 222661

 

 

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