advertisement

Customer Access Service

In order to comply with the UK General Data Protection Regulation (UK GDPR), where personal data relating to a data subject is collected, Lancashire County Council would like to provide you with the following details.

Identity and contact details of the data controller

  • Lancashire County Council, PO Box 78 County Hall, Fishergate, Preston, Lancashire, PR1 8XJ

Contact details of the data protection officer

  • Our Data Protection Officer is Paul Bond. You can contact him at dpo@lancashire.gov.uk or Lancashire County Council, PO Box 78 County Hall, Fishergate, Preston, Lancashire, PR1 8XJ

Purposes for processing

The Customer Access Service acts as the first point of contact for a number of Lancashire County Council's services. The service deals with our customers and service users via telephone, email and social media. Contacts will either be dealt with by offering information and advice, or their details will be logged and then escalated to relevant service for them to pick up.

The Customer Access Service also receives enquiries internally from employees, volunteers and contractors employed or otherwise working with Lancashire County Council. These enquiries are handled by the team and personal data is processed as a result.

Category of personal data being processed

  1. Personal data (information relating to a living, identifiable individual)
  2. Special category personal data (racial, ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, and the processing of genetic data, biometric data for the purpose of uniquely identifying a natural person, data concerning health or data concerning a natural person's sex life or sexual orientation)

Legal basis for processing personal data

The legal basis for processing your personal data, in accordance with the UK GDPR is:

(a) Consent: the individual has given clear consent for you to process their personal data for a specific purpose.

(f) Legitimate Interests: pursued by the controller or by a third party.

Lancashire County Council relies on UK GDPR Article 6 (1) (f) Legitimate Interests where it has a legitimate interest in effectively responding to customer enquiries that are received by the service, including via the Web Chat functionality.

Legal basis for processing special categories of personal data

The legal basis for processing your special categories of personal data, in accordance with the UK GDPR is:

(a) The data subject has given explicit consent to the processing of this personal data.

Recipients of the data

The services that the Customer Access Service works with are Adults Social Care; BECON; Blue Badge Service; Cashiers Service; Certificate Service; Children's Social Care; Crisis Support Scheme; Family Information Service; Highways Service; Information, Advice and Support Team (SEND); Libraries Service; Living in Lancashire; NoWcard; Procure2Pay; Registration Service; Safer Travel Unit; School Admissions; School Transport; Waste Helpline; Welfare Rights.

In the case of internal enquiries from employees or volunteers interacting with the Customer Access Service, the services that the Customer Access Service works with are; Corporate Human Resources; Payroll (BTLS); Recruitment Services.

Electronic solutions that help us manage the enquiries we receive are provided by the following third parties:

BT Lancashire Services

Genesys

Anana Ltd

Information we share

Customer Access Service will share the following categories of information with the partners listed above. You may be asked to provide more specific information in order for the Customer Access Service to better help you.

  • Name
  • Date of Birth/Age
  • Contact Number
  • Address
  • Special Requirements
  • Reason for referral
  • Actions already taken

Any transfers to another country

  • No

Retention periods

Lancashire County Council will only store your information for as long as is legally required or in situations where there is no legal retention period they will follow established best practice.

File type Description Security Retention period
Call recording (audio) Calls into CAS are recorded for quality and training purposes. This includes an audio recording of the call. 2 years Call recording (audio)
Call recording (video) Calls into CAS are recorded for quality and training purposes. This includes a video recording of advisor activity during calls. 28 days Call recording (video)
Acorn information Requests that cannot be handled by the advisor may be passed to the service for follow up. 12 months Acorn information
HR Form Personal Information relating to an individual to resolve a HR or Pay related query 2 years Email via HR Form
Webchat Personal Information relating to an individual to resolve a HR or Pay related query 2 years Webchat interaction

Your rights

You have certain rights under the UK General Data Protection Regulation (UK GDPR), these are the right:

  • to be informed via Privacy Notices such as this.
  • to withdraw your consent. If we are relying on your consent to process your data then you can remove this at any point.
  • of access to any personal information the council holds about yourself. To request a copy of this information you must make a subject access request in writing. You are entitled to receive a copy of your personal data within 1 calendar month of our receipt of your subject access request. If your request is complex then we can extend this period by a further two months, if we need to do this we will contact you. You can request a subject access request, either via a letter to Information Governance Team, address below.
  • of rectification, we must correct inaccurate or incomplete data within one month.
  • to erasure. You have the right to have your personal data erased and to prevent processing unless we have a legal obligation to process your personal information.
  • to restrict processing. You have the right to suppress processing. We can retain just enough information about you to ensure that the restriction is respected in future.
  • to data portability. We can provide you with your personal data in a structured, commonly used, machine readable form when asked.
  • to object. You can object to your personal data being used for profiling, direct marketing or research purposes.
  • in relation to automated decision making and profiling, to reduce the risk that a potentially damaging decision is taken without human intervention.

If you want to exercise any of these rights then you can do so by contacting:

Information Governance Team
Lancashire County Council
PO Box 78
County Hall
Preston
PR1 8XJ

Or email: dpo@lancashire.gov.uk

To ensure that we can deal with your request as efficiently as possible you will need to include your current name and address, proof of identity (a copy of your driving licence, passport or two different utility bills that display your name and address), as much detail as possible regarding your request so that we can identify any information we may hold about you, this may include your previous name and address, date of birth and what council service you were involved with.

Further information

If you would like more information about this specific service then please contact caschangeteam@lancashire.gov.uk.

For more information about how we use personal information see Lancashire County Council's full privacy notice.

If you wish to raise a complaint on how we have handled your personal data, you can contact the Information Governance team who will investigate the matter.

Lancashire County Council, PO Box 78 County Hall, Fishergate, Preston, Lancashire, PR1 8XJ or email: dataprotection@lancashire.gov.uk

If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO).