Disclosure Log
MyNotts mobile app (FOI/5475)
Message from Nottinghamshire County Council - 07 March 2025
Dear ***** *****
FREEDOM OF INFORMATION ACT 2000 – REQUEST FOR INFORMATION REFERENCE FOI/5475
Thank you for your request for information relating to the MyNotts mobile app:
Development & Procurement
Who developed the app
It was developed by an external supplier.
Was it developed in-house, was an external contractor/agency used
External supplier.
If an external provider was used, which company was awarded the contract
Cantarus.
What procurement process was followed
Further competition under the terms of the CCS Digital Outcomes and Specialist framework.
Was the development of the app put out to public tender
Further competition under the terms of the CCS Digital Outcomes and Specialist framework.
If so, can you provide details of the bidding process and the companies that applied
Further competition under the terms of the CCS Digital Outcomes and Specialist framework – the Council received six responses.
Can you share a copy of the procurement contract
A template version of the call-off contract terms has been attached.
What was the original budget and the final total cost of development
Original budget was £150,000.
Final total cost of development was £151,114.60.
Final total cost of development was £151,114.60.
Were there any cost overruns/additional expenses beyond the initial budget
Yes.
What was the breakdown of these additional costs
Initially there were some additional operational costs incurred. These were funded through individual service budgets so there is no breakdown available.
How was the project funded
Through additional budget allocation.
Was the development funded entirely by the council, were external grants/government funding used
Yes, funded wholly by the council.
Functionality & Purpose
What is the primary purpose of the app
To provide information and guidance and to allow residents to report issues.
Who is the target audience (residents, businesses, council staff, etc.)
All of Nottinghamshire residents and visitors.
What specific services/functions does the app provide
It provides direct links to our website for information and guidance however there are now some integration into back-end systems for reporting of issues.
What integrations does the app have
It integrates through an integration lay to back end systems, particularly for Highways and Recruitment.
Does it integrate with existing council services, databases, external platforms
It links to the website of some external local government organisations but it is mainly with Nottinghamshire County Council.
Does it require user authentication (e.g., council login, Gov.uk login)
No.
How is user data handled and protected
Not applicable - none collected.
What personal data does the app collect
None.
What data protection policies and security measures are in place
Not applicable.
Has a Data Protection Impact Assessment (DPIA) been conducted If so, can you provide a copy
Information Governance were involved however this is not required as no personal data is taken.
Usage & Performance
How many users have downloaded and/or actively use the app
It varies from month to month there are currently 43,257 (at November 24).
Can you provide data on active monthly users
2,262 (at November 24).
What engagement metrics are being used to measure success
Total downloads
Average Monthly Active Users
New users by day
Tile visits
Daily Active Users vs date of the month
Average engagement time
App store conversion rate
Crash data
Service specific data (highways).
Average Monthly Active Users
New users by day
Tile visits
Daily Active Users vs date of the month
Average engagement time
App store conversion rate
Crash data
Service specific data (highways).
What feedback has been received from users
Currently have a 3.7 rating (out of 5) on the App Store and 5 (out of 5) on Google store.
Have there been any formal user surveys/evaluations
No, but it is reviewed regularly by Customer Service and technical staff. There are also monthly supplier review meetings in place.
Can you provide reports on app reviews/complaints
Reviews are available on Google and App store and there have been no complaints.
What technical issues/maintenance challenges have been encountered
With regular meetings in place these have been minimal. The Authority did change its Highways Reporting system recently which meant changes had to made to the App and the integration layer but things went smoothly.
Have there been any major bugs, security incidents, downtime issues
None.
How are updates and maintenance handled, and what has been the cost so far
Updates are managed through the supplier as and when they are required. There have been some additional integration costs.
Ongoing Costs & Future Plans
What are the ongoing operational costs for the app
There was £32,000 allocated for resourcing of the App each year (this increases year on year with inflation/salary reviews).
How much does it cost to maintain and update the app annually
£21,600.
Are there contracted support services for the app, and if so, with which company
Support is provided by Cantarus who supplied the App.
What are the council’s future plans for the app
Proposals are being developed currently and will be put to members in Q2 of this year.
Are there plans to expand its functionality/replace it with another system
We are reviewing functionality to see what else could be possible. There are no plans currently to replace the App.
Will future updates require additional public funding
Possibly, however we are mid-planning so are unsure if there will be a need for funding. If funding is required, plans will be taken to NCC"s finance committee for sanction. There are no dates for this currently, as future plans are still being developed.
Legal & Compliance
Has the app been audited for accessibility and compliance with government standards
The App has been designed alongside accessibility guidelines (WCAG 2.1) however, in the main it links to the NCC website.
Does it meet the Web Content Accessibility Guidelines (WCAG 2.1)
We believe it does; however, no formal reporting has been done on this to date and so this information is not held.
Can you provide any reports on accessibility compliance
Not held.
Has there been any legal/regulatory scrutiny of the app
Yes, the legal team have been involved in procurement and contractual process.
Have there been any complaints, legal challenges, investigations regarding the app’s use of public data/service delivery
No.
Marketing & Public Awareness
How has the app been promoted to residents
Via social media, within our annual newsletter County News, banners in buildings and on our website. It is also included on any NCC vehicle as a channel to access council services.
What marketing/awareness campaigns have been conducted
None.
What has been the budget for promotional activities
There is no budget available for promotional activity; it is being picked up within business as usual for the communications and marketing and customer service teams.
We trust this now satisfies your request and that you find this information to be helpful.
If you are dissatisfied with the handling of your request, you have the right to ask for an internal review. Requests should be submitted within 40 working days of the date of receipt of the response to your original request and should be addressed to: Complaints and Information Team, Nottinghamshire County Council, County Hall, Loughborough Road, West Bridgford, NOTTINGHAM, NG2 7QP or [email protected]
If you are not content with the outcome of the internal review, you have the right to apply directly to the Information Commissioner for a decision. The Information Commissioner can be contacted at: Information Commissioner’s Office, Wycliffe House, Water Lane, WILMSLOW, SK9 5AF or https://ico.org.uk/make-a-complaint/foi-and-eir-complaints/
Please remember to quote the reference number above in any future communications.
Your privacy: we use your personal information such as name and address so that we can comply with our legal obligations to respond to FOI requests. For further details about the use of information about you, please see the information handling privacy notice on our website at https://www.nottinghamshire.gov.uk/media/4323566/informationgovernanceandinformationrightsprivacynotice.pdf
Yours sincerely
Complaints and Information Team
Chief Executives Department
Nottinghamshire County Council
The Council is committed to protecting your privacy and ensuring all personal information is kept confidential and safe. For more details see our general and service specific privacy notices at: https://www.nottinghamshire.gov.uk/global-content/privacy
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