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Central Records Registry: Customer Charter

Contents:

• Our Services
  • General
  • Training
  • Creating new folders and levels
  • Amendments to folder and level titles
  • Filing papers
  • Delivering folders
  • Access restrictions
  • Destroying folders
  • Maintaining the filing metadata
  • Providing advice
  • Service delivery
• Your responsibilities

Our services

General

1. The Central Records Registry (CRR) provides Policy and Planning (PP) with records management systems, procedures, guidance and training to help colleagues manage their records effectively and efficiently. For information on how to use the department’s records management systems see the records management manual.

• Records management manual

2. We provide user-friendly services that are delivered in a clear and timely manner.

3. CRR staff are available 9am-5pm Monday to Friday. Outside these hours access to the CRR can be gained by following the procedures for accessing the CRR out of hours.

• Accessing the CRR out of hours - restricted to PP staff only

Training

4. Within their first 3 weeks in post we provide all new members of staff with training to use the records management system, and with training on freedom of information and data protection.

Creating new folders and levels

5. We create new paper and electronic folders for colleagues and send notification that the folder has been created. If you require a new folder please use the procedures for opening new folders. We will action your request within two days, either by opening the folder, or by contacting you with a query.

• Procedures for opening new folders

Amendments to folder and level titles

6. We amend folder and level titles as required. If you need to change the title of a folder or a level please use the procedures for changing folder titles. We will action your request within a day, either by making the change, or by contacting you with a query.

• Procedures for changing folder titles

Filing papers

7. We file papers on paper folders for PP staff. If you have papers to add to a folder please use the paper filing procedures. We will action your request within a day of receiving the papers, either by adding the papers to the folder, or by contacting you with a query.

• Paper filing procedures

Delivering folders

8. Folders are delivered to offices on Monday, Wednesday and Friday mornings. Folders will be delivered at the next delivery slot after the request has been made. If you require a folder delivery please refer to the procedures for retrieving folders.

• Procedures for retrieving folders

9. Folders will not normally be delivered to offices outside the delivery times, however if your request is genuinely urgent please make the circumstances known to the CRR at the time of your request, and we will try to help you.

10. During office hours folders can be collected from the CRR immediately although it is advisable to phone the CRR first to ensure that the folder is available.

Access restrictions

11. We arrange for access to folders to be restricted as appropriate. If your folders require restrictions please follow the procedures for restricting access to your folders. We will action your request within a day, either by putting in place the restrictions, by making contact with computer services to arrange for electronic restrictions to be put in place, or by contacting you with a query.

• Procedures for restricting access to your folders

Destroying folders

12. We implement the department’s retention schedule once a year by destroying those folders which have reached the end of their retention period. Before destroying any documents we consult the folder owners in accordance with the procedures for destroying information.

• Procedures for destroying information

Maintaining the filing metadata

13. We maintain the filing metadata for all of the folders registered with the CRR. This includes maintaining and keeping up to date the scope notes, provenance information and retention information for all folders and levels. Whenever you request a new folder or level we will update the metadata based on the information you have provided.

Providing advice

14. We provide records management advice and assistance to all members of PP. If you have a query or would like some advice contact the CRR by email, telephone or by visiting in person. We will action your query within a day either by providing an answer or by seeking further information.

Service delivery

15. Our usual services and the normal timescales for service delivery are set out above.

16. In exceptional circumstances and during periods of unusually high demand the normal timescales may be extended.

17. If you have a request outside our usual services please contact the CRR; we always try to meet your requirements if we can.

Your responsibilities

18. Please familiarise yourself with the filing system and accompanying procedures and use the tools, procedures and guidance provided to help you manage your records.

• Records management user manual

19. Please action our queries, requests for information and destruction authorisation promptly as this will enable us to provide an efficient service.

20. If you are unsure how to use the filing system and the guidance does not answer your question, or if you require further advice, contact the CRR and we will be pleased to help you.

• Contact the CRR

Page last updated: Thursday July 05 2012