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Notification and First Contact

Notification and First Contact. Tracy Howarth Group Manager – First Contact Ken Macdonald Assistant Commissioner – Scotland and Northern Ireland Traci Shirley Notification Manager. #dpoc2012. Notification and First Contact.

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Notification and First Contact

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  1. Notification andFirst Contact Tracy HowarthGroup Manager – First Contact Ken Macdonald Assistant Commissioner – Scotland and Northern Ireland Traci ShirleyNotification Manager #dpoc2012

  2. Notification and First Contact • Provide an efficient service for those who need to notify under the Data Protection Act • Manage the National Helpline service • Provide answers to written requests for advice at first contact • Provide an early resolution to complaints where in-depth investigation is not needed

  3. Provide an efficient service for thosewho need to notify under the Data Protection Act • Aim to process new notifications, renewals and amendments within ten days of receipt • There are currently 354,000 data controllers registered • We process approximately 40,000+ new notifications, 300,000+ renewals each year • 55,000+ businesses amend their register entries each year • The future • Changes to the notification service which are due to be implemented in the first quarter of the financial year 2012/13

  4. Manage the National Helpline service • 0303 123 1113 • Open 9am-5pm, Monday-Friday • Actually two help lines – one offering general advice and one offering support with notification • Handles around 200,000 calls each year • Aims to answer calls in under one minute • The average call lasts around six minutes, although obviously the complexity of issues discussed varies substantially

  5. How the helpline can help • We can offer advice on the legislation we regulate • We can point you towards relevant guidance, and send out copies of publications • Provide general advice/updates on topical issues • Offer guidance and support on general scenarios • We can try to point you in the right direction if your question is on an area we can’t help with

  6. Provide answers to written requests for advice at first contact • We have provided responses to over 25,000 requests for written advice – 15,000 relating to notification. • We aim to respond to these within 30 days of receipt, and are currently responding to most enquiries in under 20 days. • We can offer guidance when you are producing new policies and procedures (although we won’t produce them for you).

  7. Provide an early resolution to complaintswhere in-depth investigation is not needed • The First Contact teams deal with 60% of complaints related casework, usually within 30 days of receipt • These cases are usually where there is limited need for further investigation with the data controller • Complaints Resolution department deals with cases where more in depth consideration may be required

  8. Provide an early resolution to complaintswhere in-depth investigation is not needed • Up to 30% of all the complaints the ICO receives relating to data protection are ineligible. • The customer often does not provide enough information for us to progress the complaint. • If in any doubt, pick up the phone and call the Help line • 0303 123 1113

  9. Questions? #dpoc2012

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