Freedom of information response

1. Does the Council Outsource its; Customer Service Phoneline(s) and / or Website Maintenance inc Innovation and Development, outsourcing may include staffing and the actual telephone / computer system(s) used?

Phones – The telephone system is owned by the council.

1st and 2nd line Telephone system support is completed by the council, this includes daily maintenance tasks/system changes and troubleshooting telephony issues that occur.  3rd line support undertaken by an external provider that consists of vendor level software faults, security updates.

SIP trunks/PSTN access is provided by an external provider.

Website - Website content is maintained in-house. Website software maintenance, such as security updates, is undertaken by an external provider under a single contract for website hosting, maintenance and support. Website development may be undertaken within the support element of that contract or, for new developments or substantial redevelopment, by separate contract arrangement with an external provider.

2. If yes, which company or companies are contracted to provide these services (if multiple please specify each supplier)? N/A

3. What is the contract start and expiry date (if multiple contracts exist please specify for each)? N/A

4. Is there an extension period within the contract? If yes, what is the period (if multiple contracts exist, please specify for each)? N/A

5. What is the value of the contract on an annual basis (if multiple contracts exist, please specify for each)? N/A

6. In the past 5 (five) years ie 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)? Thurrock Council's housing repairs service is delivered by a partnering contractor, Mears; therefore the council does not hold this information

7. In the past 5 (five) years ie 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? Thurrock Council's housing repairs service is delivered by a partnering contractor, Mears; therefore the council does not hold this information

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) eg 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? N/A

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)? N/A

10. Does the Council have a £% efficiency target for this financial year 2022/23, if yes please specify % and £value? N/A

11. Does the Council own any housing stock? Yes

12. If yes, please specify level / number of housing stock? The total stock is 9,957 and is broken down as follows

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? Zero

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If you are dissatisfied with the way in which the council have managed your FOI request you can pursue an Internal Review by contacting us using the above email address. Your request will be considered by a senior member of the Information Management Team who will update you with the outcome of the review. 

If you remain unhappy following the outcome of your Internal Review you may wish to refer your case to the Information Commissioner’s Office (ICO) and details of this organisation can be found at www.ico.org.uk . Please be advised that the ICO will not consider your case until they have confirmation that you have already been through the Internal Review stage with the council.