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Details of any computer errors recorded for the period 2017-18

FOI reference - FOI 2018-06-22
Date - 22/06/2018

Request

a. details of any computer errors or glitches discovered or recorded for the period 10 December 2017 to 21 January 2018.

b. confirmation of the number of complaints that forms were submitted but not recorded received after 27 December 2017.

c. confirmation of the number of requests to reconsider a fine on the basis that the form had been submitted electronically on time.

Response

I can confirm that we hold information falling within scope of your request. However, we are unable to supply some of the information requested.

Information we are able to supply

a. We have conducted searches during the time specified with our declaration of compliance portal and can confirm that there were two comments submitted online, one on 8 January 2018 and the other on 9 January 2018. However we have reviewed our incident log for the same period and confirm that no incidents relating to the portal were opened.

We have also conducted searches from all incoming calls where the reason for contact was ‘registration’ during this period and can find 321 confirmed instances of a caller having difficulty completing their registration online. We do not collect data around what the nature of their difficulty may be, so we cannot confirm if these difficulties relate to IT issues with the portal.

b. No complaints were received during the specified time period relating to forms being submitted but not recorded.

Information we are not able to supply

c. Unfortunately we do not collect this data and are therefore unable to provide the information for this request.