DCSIMG

Cyber-team tracks down Fife Council-related complaints on the internet

Fife Council is watching you ...

Fife Council is watching you ...

 

Next time you hover over a computer keyboard ready to type a rage-filled rant about Fife Council’s services, you might want to think twice.

That’s because the local authority runs software which automatically tracks Fife Council-related messages across the internet.

Furthermore, a cyber team scrutinises them.

Rab Lindsay, team manager, explained: “The software scans social media such as facebook and twitter and picks up on anything that mentions Fife Council.

“Members of the Online Development Team look at the results.”

The information came to light as Mr Lindsay made a report to the Kirkcaldy Area Committee of complaints compiled by Fife Council relating to Kirkcaldy over the last year.

Cllr Susan Leslie had raised concerns about complaints online and queried whether there were any policies to protect staff “because it can get quite ugly.”

Fife Council’s new system aims to deal with simple complaints immediately if possible, or at least within five days. More complex complaints should be dealt with in 20 days with regular updates given to customers.

In the last year, 489 complaints were received in the Kirkcaldy area, of which 394 were dealt with and closed - almost 75 per cent were dealt with in time.

Chairman Cllr Neil Crooks said: The new system in place will take a bit of time to bed in but I’m confident that we can make the improvements.”

Meanwhile Mr Lindsay said he welcomed feedback from the public online.

“Complaints are not a bad thing,” he said.

“We learn from them.”

Top of the complaints ...

Building Services

In total 70 complaints were logged, 15 of them involving staff behaviour and inappropriate use of vehicles.

Housing

A whopping 135 complaints, 94 of them ‘not categorised’.

Education

A total of 28 complaints, involving bullying by both staff and pupils, but 10 related to “dissatisfaction with policy current arrangements.”

Transportation

A total of 25 complaints were logged for a wide variety of reasons - poor standards of work, speed bumps and policy.

 

Comments

 
 

Back to the top of the page