Privacy notice – Customer Service Centre (call centre and face-to-face service)
Who we are
The London Borough of Lewisham is the data controller for the personal information processed by the Customer Service Centre. The Customer Service Centre strives to deliver the highest quality customer service through a variety of different access channels. Our staff will listen to and understand our customers’ needs; providing appropriate advice, information, signposting or resolution as appropriate in a confidential and courteous manner.
Contact details
Lewisham Council
Laurence House
1 Catford Road
London SE6 4RU
Telephone: 020 8314 6000
Data Protection Officer
If you have any questions about how we use your personal information, please contact the DPO at dpo@lewisham.gov.uk.
What information do we collect?
Depending upon the nature of your enquiry, we may collect and process:
- name
- address
- contact details (telephone number and email address)
- date of birth
- National Insurance number
- Council reference numbers
- details of your enquiry or service request
- information about members of your household or family where relevant
- details of people acting on your behalf
- records of communications with the Council
- call recordings
- call notes and interaction logs
- correspondence sent to or received from you
- information relating to Council services you receive
In some circumstances we may also process special category information, such as information concerning your health, disabilities, safeguarding concerns, ethnicity, religion or other sensitive information where this is relevant to the service you are requesting.
How do we collect your information?
We may collect information directly from you when you:
- contact us by telephone
- visit a Customer Service Centre
- complete online forms
- correspond with us by email or letter
- contact us through social media channels
- make a complaint or service request
We may also receive information from:
- other Council services
- government departments
- NHS organisations
- housing providers
- other public authorities
- iIndividuals acting on your behalf
- organisations involved in providing services to you
Why do we process your information?
We use your information to:
- respond to enquiries and requests
- deliver Council services
- verify your identity
- direct enquiries to the correct service area
- mnage complaints and feedback
- maintain records of communications
- investigate and resolve issues you raise
- protect Council staff and service users
- monitor and improve service quality
- prevent and detect fraud
- protect public funds
- meet our legal and regulatory obligations
What is our lawful basis for processing?
The Council ordinarily relies on the following lawful bases under Article 6 UK GDPR:
Article 6(1)(e) – Public Task
Processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the Council.
This is the primary lawful basis used when handling enquiries and delivering Council services.
Article 6(1)(c) – Legal Obligation
Processing may also be necessary to comply with a legal obligation placed upon the Council.
Where special category data is processed, an appropriate Article 9 UK GDPR condition will also be applied where required.
Telephone calls and call recording
All calls made to the Customer Service Centre are recorded.
Recordings may be used for:
- staff training
- quality assurance
- service improvement
- complaint investigation
- prevention and detection of crime
- protection of staff and customers
- establishing facts where disputes arise
Call recordings and associated call records are only accessible to authorised personnel who require access for legitimate business purposes.
Telephony system (NICE CXone)
The Customer Service Centre uses the NICE CXone contact centre platform to manage telephone calls and customer interactions. System uses Single Sign On (SSO) as an additional security measure. This system may process the data below - this data is anonymised and only available against customer phone number. Individual customer details, such as name or address, are not recorded on the system:
- telephone numbers
- call recordings
- call metadata
- call handling information
- customer interaction records
- contact history
Cognigy (Automated Switchboard)
The Cognigy Automated Switchboard uses intelligent routing and acts as a "digital switchboard" by understanding a customer’s intent through spoken language and routing them directly to the correct human department. System uses Single Sign On (SSO) as an additional security measure.
Cognigy allows the caller to ask for the service, or person and the caller is then automatically forwarded to their choice without the need of a live agent. The system allows Lewisham Council to refine needs based on the caller’s request. This data is anonymised and only available against customer phone number. Individual customer details, such as name or address, are not recorded on the system:
- telephone numbers
- customer selection
QMatic
Qmatic is a global enterprise software platform used to manage customer flows, appointments, and queuing. System uses Single Sign On (SSO) as an additional security measure.
The system allows services to process face-to-face customers via queues. The system will allow a visitor to queue and be called by an agent. Visitor are given an anonymised ticket number.
For the Customer Contact Centre, no visitor details are required, and no data is processed or retained.
CRM/Power Forms
Customer relationship management (CRM) is an application used to document, track and manage an organisations relationships and interactions with existing and potential customers.
These systems used by the Council are subject to contractual and security controls designed to protect personal information.
Who do we share information with?
We may share information with other Council services where required to deal with your enquiry. Where necessary, we may also share information with:
- government departments
- other local authorities
- NHS organisations
- housing providers
- contractors acting on behalf of the Council
- police and law enforcement agencies
- regulatory bodies
- courts and tribunals
- fraud prevention organisations
Information will only be shared where there is a lawful basis to do so.
How long do we keep information?
We will retain personal information only for as long as necessary to fulfil the purposes for which it was collected, to comply with legal obligations and in accordance with the Council's retention schedule.
Call recordings are retained for a period of 13 months.
International transfers
Personal information is ordinarily processed within the United Kingdom. Where information is transferred outside the UK, the Council will ensure appropriate safeguards are in place as required by UK GDPR.
Your rights
You have the right to:
- access your personal information
- request correction of inaccurate information
- request erasure of information in certain circumstances
- request restriction of processing
- object to processing in certain circumstances
- request data portability where applicable
- complain about the use of your personal information
Some rights are subject to legal exemptions and limitations. For information about how to make an information rights request please visit Lewisham Council - Individual Rights Requests and Schedule 2 requests under GDPR or email dpo@lewisham.gov.uk.
Complaints
If you are unhappy with how we have handled your personal information, you can make raise this by visiting Lewisham Council - Data protection complaints or email dpo@lewisham.gov.uk.
You also have the right to complain to the Information Commissioner's Office (ICO):
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
Make a data protection complaint to the ICO
Changes to this notice
We may update this privacy notice from time to time to reflect changes in law, guidance, technology or Council services. The latest version will always be available on the Council's website.