Privacy notice for Zoho desk

Who is collecting and using your personal data?

Devon County Council (DCC) is collecting and or processing your personal data as a Data Controller under Data Protection Legislation and our ICO registration number is Z6475582.  This privacy notice concerns the processing of personal data that takes place via the Zoho Desk ticketing system.

This notice explains what information we collect, why we collect it and how we keep it secure. It also explains your rights and our legal obligation. Should you wish to find out more about Devon County Council’s data protection policies please contact our Data Protection Officer.

We will notify you of any changes to this privacy notice

This privacy notice was last updated 28/07/2021. If we use your personal data for any new purposes, updates will be made to the policy information and changes communicated, where necessary in accordance with current data protection legislation.  Any queries relating to this privacy notice please contact the Data Protection Officer.

What information are we processing?

When you contact Devon County Council to request support with one or our education systems or when you create a support ticket using the Zoho Desk application, we may collect, store or otherwise process the following information about you:

  • Name
  • Email
  • Telephone number
  • Details that a person includes within a support ticket

Purpose of collecting or processing your personal data

DCC will process the personal data that you provide to us for the following purposes;

  • To record a ticket related to issues raised by the individual on
    • IT system(s) and their designed use
    • IT development requests
    • Data/Information requests
    • Process/Policy feedback
    • Complaints

 The legal basis for us collecting your personal data

Where we are collecting personal data about you for the provision of one of the purposes outlined in this privacy notice, we rely upon the following lawful condition(s) outlined within the UK General Data Protection Regulation.

  • Article 6(1)(e) of the UK General Data Protection Regulations a– processing for the purposes of delivering a public task carried out in the public interest

Personal data that is collected for any of the purposes outlined in this notice is never used for direct marketing purposes and is not sold on to any other third parties.

Recipients or categories of recipients that we may share your personal data with

Your details will be recorded on the Zoho Helpdesk ticketing system, where requests need to be passed to appropriate teams and personnel, the information will be passed to that team to resolve the issue directly.

To deliver services to you, it may also be necessary for us to share your information with the following organisations/partners:

  • The child’s parent or the young person.
  • Local Authority Officers responsible for processing linked to the logged ticket.
  • Babcock LDP staff who undertake work on behalf of Devon County Council.

If we feel that it is necessary to share your personal data with professionals to ensure you or someone you work with is safeguarded from harm, we rely upon the provisions of the Safeguarding Vulnerable Groups Act 2006 and Children Act 1989 & 2004.  Where it is necessary to share medical or social care information for these purposes, we rely upon article 9(2)(h) of the General Data Protection Regulation (information necessary for medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems).

We may also need to share some personal data about you, so that we can support third party organisations to discharge their regulatory requirements.  This includes organisations such as;

  • The data protection regulator (the Information Commissioner’s Office)

We may also share information to enable us to comply with court orders and other legal obligations.  If this is necessary, we will only share the minimum amount of personal data needed for this purpose.

Intenational transfers

Devon County Council does not intend to transfer your personal data to countries outside of the territorial scope of UK data protection laws.  If this should be necessary at any point, we will ensure that appropriate safeguards are in place to ensure that any transfers comply with the transfer requirements of the UK General Data Protection Regulation.

How long will we hold your personal data?

We will retain your personal data for a period of twelve months from the date your last support ticket is closed.  After this date, your data will be securely deleted.

Your data protection rights

Under Data Protection Legislation, you have the right to obtain a copy of their personal records held by us, this is called a Subject Access Request (SAR).

Details of how to make a request can be found here.

Further details on your rights under data protection legislation and how to exercise them, are available here.

Complaints

If you have any comments, queries or complaints about this privacy notice or the processing of your personal data please contact our Data Protection Officer.

Alternatively, if you are not happy with the way that DCC is handling your personal data, you are entitled to appeal to the Information Commissioners Office (ICO). The Information Commissioners Office enforces and oversees the Data Protection Regulations.

Contact details are below:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Email: casework@ico.org.uk

Automated decisions

Devon County Council does not intend to use your personal data to undertake automated decisions.

Changes to how we may process your personal data during the COVID-19 crisis

During the COVID-19 pandemic, it may be necessary for Devon County Council to change the way that we process your personal data, to ensure we can protect public health and deliver essential services to you and the public during this crisis. For more information read our COVID-19 privacy notice.