I am requesting information regarding the performance of Devon County Council (DCC) with regard to replying to correspondence. This enquiry relates specifically to correspondence by email with the Roads and Transport department sent by myself on behalf of Gittisham Parish Council (GPC).
a) Following a meeting between DCC and GPC in February 2017 to discuss the speed of traffic within Gittisham Village GPC received no further communication from DCC.
b) On 25th June 2018 at 09:27 I emailed DCC requesting the involvement of GPC Roads and Transport department to consider the road safety issues within Gittisham Village with a view to enabling a permanent 30 mph speed limit, I attached photographs of the road to this email.
c) I received an automated reply from ‘Customer Service Centre Roads & Transport Team ‘ Mailbox’ dated 25th June 2018 at 09:33. This email did not include any contact information but stated that I should expect a response within 15 working days.
d) Following a period of 30 working days from my initial approach on 9th August 2018 at 09:39 I emailed DCC requesting a reply to my original email, this was copied to Councillors Phil Twiss and Stuart Hughes. I attached a copies of my original email and its attachments together with a copy of DCC’s automated reply.
e) I received another automated reply from ‘Customer Service Centre Roads & Transport Team ‘ Mailbox’ dated 9th August 2018 at 09:49. This email was identical in all respects to the first.
f) I received a further, possibly automated email on 13th August 2018 from Devon Highways quoting a reference number ENQ181152219 stating ‘assessment will be completed by 03/09/2018. Once again no contact points were provided.
g) I emailed DCC on 3rd October quoting the reference number quoted but received no reply to that email and have yet to receive anything other than automated replies.
I request the following information under The Freedom of Information Act 2000 regarding the above.
What are DCC’s performance requirements with regard to replying to emails?
Devon County Council Customer Service Standards Guide
Has DCC reached its performance requirements with regard to my emails sent and detailed at b) d) and g) above?
The acknowledgements indicating a target date for substantive response were sent in accordance with our Customer Service Standards. Substantive responses were not provided within the target timescale.
Has DCC reached its performance requirement with regard to the automated replies detailed in c) and e) above?
Please refer to above response.
Has DCC reached its performance requirement with regard to the reply detailed in f) above?
Please refer to above response
When should GPC expect to receive a meaningful reply and the initiation of a dialogue to the email detailed in a) above?
A substantive response to the relevant enquiry was sent on 15 October 2018.