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Response 869150

Response to request for information

Reference

869150

Response date

10 May 2022

Request

  1. Does the Council Outsource its; Customer Service Phoneline(s) and / or Website Maintenance including Innovation and Development, outsourcing may include staffing and the actual telephone / computer system(s) used?
  2. If yes, which company or companies are contracted to provide these services (if multiple please specify each supplier)?
  3. What is the contract start and expiry date (if multiple contracts exist please specify for each)?
  4. Is there an extension period within the contract? If yes, what is the period (if multiple contracts exist, please specify for each)?
  5. What is the value of the contract on an annual basis (if multiple contracts exist, please specify for each)?
  6. In the past 5 (five) years i.e 2021, 2020, 2019, 2018, 2017 what was the Call Volume per year to the council’s; General Enquiries / Housing Benefit / Housing Repair / Adult and Social Care, Phonelines (if different numbers or a total number if unable to separate by subject matter)?
  7. In the past 5 (five) years i.e. 2021, 2020, 2019, 2018, 2017 what was the volume of website enquiries per year for each of the following subjects; General Enquiries / Housing Benefit / Housing Repairs / Adult and Social Care or a total number if unable to separate by subject matter?
  8. Is the council currently and / or in the process of investing in future Technology to interact with its population in more efficient and accessible way(s) e.g. Mobile Phone Applications / System - Voice Recognition / Website platforms? If yes, what is the nature of the Technology and what is the £value of the investment?
  9. Is the Council partnering / working with any other Local Authorities on developing and / or investing in Technology? If yes, please specify which Local Authority(s)?
  10. Does the Council have a £% efficiency target for this financial year 2022/23, if yes please specify % and £value?
  11. Does the Council own any housing stock?
  12. If yes, please specify level / number of housing stock?
  13. If the council’s housing stock has been transferred, please specify the name of the charity or organisation the stock transferred to and the number of properties it transferred?

Response

  1. Does the Council Outsource its; Customer Service Phoneline(s) and / or Website Maintenance including Innovation and Development, outsourcing may include staffing and the actual telephone / computer system(s) used? Yes - website
  2. If yes, which company or companies are contracted to provide these services (if multiple please specify each supplier)? HeX Productions
  3. What is the contract start and expiry date (if multiple contracts exist please specify for each)? 1 April 2022 to 31 March 2023
  4. Is there an extension period within the contract? If yes, what is the period (if multiple contracts exist, please specify for each)? Option to renew annually
  5. What is the value of the contract on an annual basis (if multiple contracts exist, please specify for each)? £7,800
  6. In the past 5 (five) years i.e. 2021, 2020, 2019, 2018, 2017 what was the Call Volume per year to the council’s; General Enquiries / Housing Benefit / Housing Repair / Adult and Social Care, Phonelines (if different numbers or a total number if unable to separate by subject matter)?
    • Cannot separate by subject matter. Health and social care is not a function of RBC, please contact Nottinghamshire County Council enquiries@nottscc.gov.uk
    • 2017/18 - 113,546
    • 2018/19 - 112,374
    • 2019/20 - 109,139
    • 2020/21 - 104,890
    • 2021/22 - 99,642
  7. In the past 5 (five) years i.e. 2021, 2020, 2019, 2018, 2017 what was the volume of website enquiries per year for each of the following subjects; General Enquiries / Housing Benefit / Housing Repairs / Adult and Social Care or a total number if unable to separate by subject matter?
    • 2017/18 - no data
    • 2018/19 - no data
    • 2019/20 - 9,743
    • 2020/21 - 9,667
    • 2021/22 - 17,752
  8. Is the council currently and / or in the process of investing in future Technology to interact with its population in more efficient and accessible way(s) e.g. Mobile Phone Applications / System - Voice Recognition / Website platforms? If yes, what is the nature of the Technology and what is the £value of the investment? ? Please view our ICT Digital Strategy from our main website to see what work the Council are doing around digital transformation and technologies under investigation. Documents, strategies and policies - Rushcliffe Borough Council
  9. Is the Council partnering / working with any other Local Authorities on developing and / or investing in Technology? If yes, please specify which Local Authority(s)? No
  10. Does the Council have a £% efficiency target for this financial year 2022/23, if yes please specify % and £value? The Council has a Transformation Plan (can be found in the Medium Term Financial Strategy on the website) the target for 2022/23 is £0.327m with the total over the 5 year period (2022/23 to 2026/27) of £1.196m Transformation Strategy and Efficiency Plan - Rushcliffe Borough Council
  11. Does the Council own any housing stock? No
  12. If yes, please specify level / number of housing stock? N/A
  13. If the council’s housing stock has been transferred, please specify the name of the charity or organisation the stock transferred to and the number of properties it transferred? Transferred in 2004 to Rushcliffe Homes – now Metropolitan Thames Valley Housing – please direct your query to them – contactus@metropolitan.org.uk

FOI Responses ICT 2022