Under the Freedom of Information Act 2000, I am writing to request information regarding your council’s resident communication systems, digital engagement tools, website usage and performance, operational support centres, and waste and recycling services. This request is part of a wider research initiative into how local authorities deliver public information, manage service workflows, and engage residents in real time with an outcome based desire to improve and support local authorities.
The information requested spans technical infrastructure, operational costs, operational practices, and public-facing communication across all key council services. Questions are grouped into eight comprehensive categories to support ease of response, with contextual guidance provided to assist your team in interpreting the scope and purpose of each section.
We understand this request covers a broad scope. If responding in full would exceed the cost/time limits under Section 12 of the FOIA, we kindly ask that you prioritise questions where information is most readily available, or provide partial responses where possible. If needed, I am happy to refine the request, however I hope our structure enables your team to efficiently respond to all questions.
Where a question may relate to or require information from a third-party contractor or provider, please include the details of those organisations or partners and the relevant data if held.
If any requests do not adhere to the council's internal policies, please disregard these specific questions but answer the others.
1. Resident Communication & Digital Notifications
This section explores how councils deliver real-time digital updates to residents, including tools used (e.g. email, SMS, app alerts), targeting methods, and performance tracking. It also covers accessibility, language support, and the integration of these systems with wider council services.
1.1 How are urgent or emergency communications (e.g. flooding, road closures, public health risks) sent to residents?
1.2 Are multilingual alerts supported for non-native English speakers? If yes, please specify which languages.
1.3 How much did the council spend on marketing, communications, and advertising (excluding recruitment) in the most recent financial year?
1.4 What analytics are available for these communications (e.g., open rates, click-through rates, engagement levels)?
1.5 How does the council currently communicate with residents during local emergencies or crisis events (e.g. phone lines, website updates, social media)?
1.6 Does the council use any form of geographic targeting when communicating during a crisis (e.g. postcode-specific alerts)? If so, which?
1.7 What is the estimated cost per inbound call to the council’s contact centre?
1.8 What is the total annual budget allocated to emergency communications or response coordination?
1.9 Does the council currently use any third-party tools or platforms for emergency alerts or crisis communication? If so, which?
1.10 Does the council operate or plan to operate a dedicated emergency communication system or interface (e.g. SMS alerts, mass notification platforms)? If so, which systems or interfaces?
1.11 Does the council have access to a system that allows for geo-targeted notifications (e.g. by ward or postcode)? If so, what is it?
1.12 Are analytics currently available to measure the reach or engagement of emergency communications?
1.13 Does the council segment digital engagement data by demographics (e.g. age, geography)? If so, which demographics?
1.14 What is the annual spend on digital engagement tools and analytics (if reported separately)?
1.15 How does the council manage statutory notices? What tools does it use, list as approptiate.
1.16 What is the budget the council has specificlly for issuing statutory notices?
1.17 How many statutory notices on average per annum does the council send (data on previous year for example)?
2. Call Centre & Resident Support Operations
This section looks at how councils manage resident support through call centres or helplines. It includes query volumes, cost, service breakdowns, automation, CRM use, and multilingual support. The goal is to understand operational efficiency and how digital tools enhance service delivery.
2.1 What is the council's annual budget for its call/contact centre or resident services support?
2.2 What is the average number of inbound calls per:
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2.3 Please provide a breakdown (total calls or as a %) of calls by topic (or best estimate):
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• Bin collection dates/schedules
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• Missed bin collections
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• Reporting issues (e.g. potholes, fly-tipping)
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• Events or public meetings
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• Local service queries (e.g. libraries, health services)
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• Contacting Local Councillor
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• School Information (Team Dates, Applications, etc.)
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2.4 What percentage of calls are redirected to online services or self-service platforms?
2.5 Does the council use any triage or automation tools (e.g. AI chat, IVR) for inbound call routing?
2.6 What CRM or ticketing system is used to log call centre interactions? Is this integrated with other departments?
2.7 Does the council track average resolution time or cost per resident query? If so, what is it?
2.8 Does the council operate its own call/contact centre or is it outsourced?
2.9 Are multilingual support services offered through the call centre? If so, how many languages and what percentage of calls use this service?
3. Council Website Performance & Maintenance
This section focuses on the reach, content, and costs of the council’s primary website(s). It covers visitor numbers, most viewed pages, technical management, accessibility standards, and the frequency of updates to assess digital service quality and resource use.
3.1 What was the total number of website visitors in the past:
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3.2 What are the ten most visited pages / sections on the council’s website? For each, please provide:
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• Website Page / Website Section (Bins, Waste & Recycling, Schools, Tax, etc.)
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• Number of visits to each page (month / quarter / year)
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3.3 Does the council operate any standalone websites or microsites for specific services or initiatives? If so, how many?
3.4 What is the total annual spend (or latest budget allocation) for:
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• Hosting
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• Maintenance
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• Content updates
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• Technical development
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3.5 Does the council use in-house or contracted web developers?
3.6 What was the total amount spent in the last three financial years on developing and maintaining standalone websites or microsites for resident-facing initiatives (excluding the main council website)?
3.7 What was the total number of visitors (by month, quarter, year) for the following categories:
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• Bin collection dates/schedules
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• Reporting issues (e.g. potholes, fly-tipping)
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• Events or public meetings
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• Local services (e.g. libraries, health services)
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• Contacting Local Councillor
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• School Information (Team Dates, Applications, etc.)
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4. Resident Polling & Community Engagement
This section examines how the council gathers public feedback through surveys and consultations. It includes platforms used, response rates, data usage, and CRM integration, aiming to understand how resident input informs services and decision-making.
4.1 What tools or platforms does the council use to run resident surveys or consultations?
4.2 How frequently does the council conduct public engagement surveys?
4.3 How is survey data reviewed and actioned by the council?
4.4 How does the council currently conduct resident surveys or public consultations (e.g. online tools, post, telephone, in-person events)?
4.5 How frequently does the council run resident surveys or polls in a typical year?
4.6 What is the annual budget the council allocates to Resident Polling & Community Engagement
4.7 If the council uses third party tools or platforms to run resident surveys or consultations, what are they and what is the annual cost?
5. Waste & Recycling Services
This section looks at how waste services are delivered and communicated, including who operates them, how schedules are shared, and whether digital tools or printed materials are used. It also covers booking systems and data formats available for integration.
5.1 Which organisation manages household waste and recycling collection?
5.2 If different, who manages garden waste, bulky waste, or other services?
5.3 How many household waste and recycling centres (HWRCs) are in the council area?
5.4 Do residents need to book visits to HWRCs or can they turn up freely?
5.5 If booking is required, which system or tool is used?
5.6 Does the council send printed bin calendars to residents? If so, what is the annual cost?
5.7 How are changes to bin collection schedules communicated?
5.8 What is the cost associated with notifying residents about bin changes (e.g. print, phone, digital)?
5.9 Does the council maintain a bin schedule database?
5.10 If so, does the council offer an open API or ability for an external system to integrate with the bin schedule database?
5.11 Who manages this service internally (name or role of contact)?
5.12 How frequently are bin collection schedules changed or updated?
5.13 Does the council offer an app for residents to look up and keep informed about bin schedules?
5.14 If the council has an app, was it built internally or by a 3rd party?
5.15 If there is an app, what was the a) cost to develop the app and b) annual cost to maintain the app?
6. Reporting Issues & Digital Workflows
This section reviews how residents report issues like potholes or missed bins, and how those reports are processed. It asks about the platforms used, backend workflows, costs, resident feedback, and system integration to assess ease of use and operational efficiency.
6.1 What platform(s) does the council use to manage resident-reported issues (e.g. potholes, fly-tipping, missed bins)?
6.2 Is the reporting tool an in-house system or a third-party provider? If third party, what platform(s)? E.g. in house, FixMyStreey (https://www.fixmystreet.com/), LoveClean Street (https://lovecleanstreets.info/), other (please specify).
6.3 What is the annual cost of any third-party reporting tool(s)?
6.4 How many reports/issues are submitted monthly or annually via these tools?
6.5 If the tool/platform has an app that can be downloaded, how many downloads does it have for the councils?
6.6 What is the backend process once a report is submitted? (e.g. does it route into a CRM, issue tracking, or manual workflow?)
7. MP/Councillor Communications & Digital Profiles
This section covers how councils support or oversee digital communication by elected officials. It includes whether profiles or tools are provided, the nature of updates, and whether content is moderated to ensure consistent, transparent public engagement.
7.1 Does the council provide any digital tools or pages for local councillors to share updates with residents? If so, which?
7.2 Does the council monitor councillor communications for compliance with public guidance or party-neutral guidelines?
7.3 Does the council currently use any platform to manage councillor or MP digital activity? If so, which platform(s)?
7.4 Has the council experienced any reputational or compliance issues due to councillor communications on social media in the past 3 years? If so, please provide details.
7.5 Are councillors required to follow any internal approval or oversight process when posting public-facing content related to council matters? If so, what is that process?
7.6 Does the council currently pay for any social media management tools or content platforms to support councillors or communications teams? If so, which and what is the annual cost?
7.7 Does the council currently use any tools for managing or monitoring official social media accounts or those of elected representatives (e.g. Hootsuite, Sprout Social)? If so, which tools?
7.8 Are there any systems in place for archiving councillor or MP posts for transparency, audit or FOI compliance purposes? If so, which systems or processes?
8. Technical Infrastructure & CRM
This section explores the council’s CRM and technical systems, including which departments use them, integration with other services, resident segmentation, and support for open data. It helps assess the adaptability and connectivity of digital infrastructure.
8.1 What CRM platform(s) does the council use?
8.2 Does the CRM support dynamic segmentation of residents based on geography or service use? If so, how are residents segmented?
FOI001783 FOI Communications et al
Short Description
Communication and Engagement Tools
Reference number
FOI001783
Date
11/06/2025
Request