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Record Ref : FOI 12129
Date Received : 22/04/2026
Date Completed : 18/05/2026
Organisation : Service Level Management Limited
Application Type : Company
Category : Expenditure, Budgets and Income
Question
Print and Postal Communications
1. The total number of letters sent by the authority.
2. Of these letters:
o a. Number sent via 1st class post
o b. Number sent via 2nd class post
3. The number of letters printed and posted in house.
4. The number of letters sent via a hybrid mail service.
5. If hybrid mail is used:
o a. The name of the hybrid mail provider (e.g. Whistl, UK Mail, etc.).
o b. The date the current arrangement was agreed.
o c. The contract expiry date (if applicable).
Digital Communication Portals
6. The number of digital communication portals currently operated by the authority.
7. The name(s) of the digital portal provider(s).
8. For each digital portal:
o a. The month and year it went live
o b. The number of citizens registered
o c. The approximate number of communications sent via the portal during the period.
9. The preferred framework used (if any) for procuring digital communication platforms.
Digital Transformation and Channel Mix
10. Please state whether the authority has an active digital transformation programme relating to citizen communications (yes/no).
11. Whether the authority uses email as an outbound communication channel for residents (yes/no).
Responsible Roles
12. The name of the Manager responsible for:
• a. Print and post management
• b. Parking services
• c. Accounts payable
• d. Digital transformation
13. For each role above, please provide a Specific email address where available.
Answer
Print and Postal Communications
1. The total number of letters sent by the authority.
2. Of these letters:
a. Number sent via 1st class post 2,392
b. Number sent via 2nd class post 17,301
3. The number of letters printed and posted in house. – 21,683 items went through the franking machine
4. The number of letters sent via a hybrid mail service. 13,2785
5. If hybrid mail is used:
o a. The name of the hybrid mail provider (e.g. Whistl, UK Mail, etc.). Xerox for the software, Quadient for the machine
o b. The date the current arrangement was agreed. Unknown
o c. The contract expiry date (if applicable). 31/03/2026, currently extended to 31/05/2026
Digital Communication Portals
6. The number of digital communication portals currently operated by the authority.
7. The name(s) of the digital portal provider(s). PLANNING PORTAL
8. For each digital portal:
a. The month and year it went live the current system has been in place since 2018, although other versions were used prior to this date.
b. The number of citizens registered -We do not hold this data
c. The approximate number of communications sent via the portal during the period. MTCBC planning service receives around 300 planning applications per year through the portal.
9. The preferred framework used (if any) for procuring digital communication platforms. n/a
Digital Transformation and Channel Mix
10. Please state whether the authority has an active digital transformation programme relating to citizen communications (yes/no). Yes
11. Whether the authority uses email as an outbound communication channel for residents (yes/no). Yes
Responsible Roles
12. The name of the Manager responsible for:
a. Print and post management Head of ICT customer.care@merthyr.gov.uk
Richard Evans
b. Parking services Head of public protection/community safety Paul Lewis
customer.care@merthyr.gov.uk
c. Accounts payable Head of Finance customer.care@merthyr.gov.uk James Hopwood
d. Digital transformation corporate information security officer