Knowsley Metropolitan Borough Council

In a discovery project with the internal team responsible for handling complaints and freedom of information (FOI) requests, we have analysed the process for making, managing and responding to complaints and FOIs. We have a set of stories that form the blueprint for building an app that streamline the way complaints and FOIs are handled. We want to build a prototype, test with residents and staff, and where possible collaborate with other local authorities who are facing similar issues.

Discovery evidence

We had two workshops where we looked at the full process as is and identified a number of weaknesses. For example, complaints that are currently submitted online are not stored in a database automatically so there is a considerable amount of double keying. Also, there’s currently no way to present existing FOI responses online in a searchable way so that those considering making one can check to see if an answer already exists. Responding to complaints and FOIs is a labour – intensive process and we think there’s a way to make it more efficient and save time and money.