William Heath’s blog

Posted on Oct 9th by William in Customer service, IdealGov stuff, nitwits

I was wondering (we we all might) about the privacy policy of this vast DIUS/Learning & Skills Council database called MIAP. It issues an obligatory unique learner number to everyone (making it easy to cross reference with obesity databases and delinquency-forecasting tools like ONSET), and creates a central lifelong learning record, accessible to vast numbers of officials and, it would seem, employers.

MIAP was rated “amber” in the JRRT “Database State” report, meaning it has significant problems and may be unlawful under European human rights or data protection law.

The MIAP web site has a link called Privacy & copyright which would seem the place to find out what MIAP thinks it’s doing about our privacy and who owns our personal data. But no – the link is only about the privacy of the MIAP web site. Who cares about the web site (which contacts no personal data)? It’s MIAP itself we’re worrined about.

Happily, there’s a link to a help desk info@lsc.gov.uk. So I mail them:

Sent: 08 October 2009 12:41
To: info@lsc.gov.uk
Subject: MIAP privacy policy

The MIAP web site has a page called privacy policy which says “The MIAP website, with the exception of registration for the newsletter, does not capture or store personal information.”

But where does it tell us about the privacy policy of the MIAP database itself? What data does it carry, and with whom does it share learners’ personal details?

They reply from an address called lsc@bss.org:

Dear William,

Thank you for contacting the Learning and Skills Council Helpdesk (LSC).

We are the General Helpdesk for the LSC.

In regards to your enquiry you would need to contact the dedicated team for MIAP directly who would be able to assist you further.

You may contact them here: Email: lrssupport@miap.gov.uk or Telephone: 0845 602 2589

If you require any further information please e-mail us again at info@lsc.gov.uk or call our helpline on 0870 900 6800 Monday-Friday 8am-7pm.

Thank you for your enquiry

Regards

LSC Helpdesk

For further information please visit our website at:
www.lsc.gov.u

They’re meant to be a help desk. This is the address given for help on the web site. WTF is bss.org? Answer: “one of the UK’s leading providers of outsourced multi-channel contact centre, fulfilment and mailing services. We provide the vital link between our clients and their customers.” It sounds like a business, but claims to be a charity “accredited under ISO 9001:2000 Accreditation, the Customer Contact Association (CCA) process, the Direct Marketing Association (DMA) Code of Conduct and Response Management Commitment Scheme as well as Response Management Specialist accreditation.” Cool. But why dont they just help, instead of fobbing me off?

Anyway, I email the dedicated MIAP team. Their reply is even more bizarre. It comes from someone called OS Service Management, who appears to work for Logica. And they seem to treat me as an Incident:

From: OS Service Management
Date: 9 October 2009 11:59:29 BST
Subject: Incident INC000000326125 has been Assigned.
Reply-To: OS Service Management

Dear William Heath,

Your Incident INC000000326125 has been Assigned.

Details:-
Incident: INC000000326125
Priority: Medium
Summary: MIAP privacy policy

It has been assigned with a priority of Medium in accordance with the service levels. If you have any information or questions please contact your Service Desk. It would be helpful if you could quote the reference number.

Thank you.
—————————

WTF??? We pay tax to set up public services. My kids’ details are forced into a database which, it seems, may be illegal. When I try to ask about it, it’s like dealing with a series of demented robots working for weird organisations. I get fobbed off and assigned code numbers. Bring back John Major’s Citizens’ Charter, name badges, cones hotline and all. Get your greedy mittens off my tax. And get your greedy mittens off my data.

Let’s see what happens next.

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