I wish to make a FOIA request. This request is primarily around the Dartford Crossing and the website below (and relevent linked pages).
https://www.gov.uk/pay-dartford-crossing-charge/
1. Is there an internal policy/procedure on how to recognise and deal/escalate a complaint? If so please provide the most recent version of this. If the Dartford Crossing and National Highways have a different document/process please provide both copies.
2. Are Dartford Crossing complaints/queries subject to monitored metrics/SLA's whereby they must be resolved/closed in a certain amount of time? This includes at Customer Service level, not just escalated complaints. If so please provide details of these. Please provide any policy/procedure/guidance document around these if so.
3. How are customer service staff at Dartford Crossing monitored regarding performance? Are calls and emails QA'd by a supervisor or other department?
4. Is there a policy/procedure with regards to monitoring job performance and doing QA on work done by customer service staff at the Dartford Crossing? If so please provide this. If question 3 is answered within this policy/procedure then feel free to disregard question 3.
5. In relation to the Dartford Charges website I have been advised "User feedback indicates that the information provided on our website is clear, transparent, and widely understood.". Therefore I request a copy of the user feedback and associated documentation in relation to the website particularly around the charges page. The feedback should relate to the current layout of the website or the most recent (I accept some minor text changes may have occurred and I appreciate you can't do a feedback survey each time you change a word). If possible are there images of the website at the time of the user feedback? If specific questions were asked please provide these.
6. The bottom of the Dartford Crossing website has a "Is this page useful?". Can I be provided with the data/feedback from this for the past 3 years, ideally each bit of feedback would clarify what page it is in relation to.
7. Who or what department is responsible for maintaining the Dartford Crossing part of the website? Do department heads submit a request for change to a central IT department or can someone within the Dartford Crossing team do it themselves? If it's an individual I'm happy to accept the relevant job title.
8. If someone uses the "Is this page useful?" what happens to the submission? Is it collated centrally by a goverment department and analysed there or is it collated and sent to the department the web page is about etc? Basically what is the process when this option is used?