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Contact Centre celebrates 20 years of helping Pembrokeshire public

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A SMALL and dedicated team of helpful staff at the heart of Pembrokeshire County Council has been celebrating two decades of providing information and assistance to the public.

The Council’s Contact Centre is often the first port of call for residents and visitors to Pembrokeshire to access the many services offered by the Local Authority.

The team answer around 21,000 telephone calls a month plus about 3,600 digital enquiries on anything from parking and pest control to weddings and waste and recycling.

“The contact centre strives to provide an excellent service to our residents, dealing with phone calls, emails, webchat and digital enquiries for a full range of council services, as well as signposting customers to other agencies and partner organisations,” said Jeremy James, Customer Contact Manager.

Jeremy has worked at the contact centre for 19 of the 20 years it has now been in operation.

He added: “It’s an important milestone for all the team and we look forward to continuing to provide an important service to the people of Pembrokeshire for many more years to come.”

Cllr Neil Prior, Cabinet Member for Corporate Improvement and Communities, said: “Making sure that we are able to provide our residents with easy access to Council services, whether digitally or over the phone, is important, and I’m always impressed by the day-to-day commitment shown by the contact centre team, whether they’re dealing with simple or more complex queries.

“We continue to work hard to try and get it right first-time, and to develop our digital offer to ensure that people can deal with us in the way that they choose.

“This anniversary is a great opportunity to extend our thanks to the team who do their best in a demanding environment on a daily basis.”

You can contact Pembrokeshire County Council by calling 01437 764551 or emailing [email protected]

News

UK’s first national security operations centre launches in Wales

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THE first national scheme of its kind in the UK, which will protect Welsh local authorities and all fire and rescue services in Wales from cyber-attacks, has launched today (Friday, May 10).

Led by the Welsh Government, in collaboration with Merthyr Tydfil County Borough Council, CymruSOC (Security Operations Centre) will help ensure key organisations can continue offering critical services without disruption due to cyber-attacks.

The SOC service, which will be managed by Cardiff-based firm, Socura, will safeguard the data of the majority of the Welsh population, as well as 60,000 employees across the public sector.

First Minister, Vaughan Gething said: “The challenges people across Wales have faced in recent years due to the pandemic have shown the importance of digital in our lives. It has become central to the way we learn, work, access public services and do business. However, our reliance on digital, has also led to a stark increase in the risk of cyber-attacks which are becoming ever more common and sophisticated. 

“CymruSOC is a first of its kind solution with social partnership at its heart – ensuring we take a ‘defend as one’ approach. It’s a vital part of our Cyber Action Plan for Wales, which – one year since its launch – is making good progress to protect public services and strengthen cyber resilience and preparedness.”

The Socura SOC team will monitor for potential threats such as phishing and ransomware from its 24/7 remote SOC. 

In conjunction with the National Cyber Security Centre, CymruSOC will also share threat intelligence information to ensure they are aware of emerging risks. 

CEO of Socura, Andy Kays said:  “The CymruSOC is a fantastic initiative, and we feel honoured to play a role in keeping Wales secure. 

“By sharing a SOC, and threat intel, across all Welsh local authorities, even the smallest Welsh town will now have the expertise and defences of a large modern enterprise organisation. 

“People rely on their local council at every stage of their life. It’s where they register a birth, apply for schools, housing, and marriage licences, which makes them a prized target for financially motivated cybercriminal groups as well as nation state actors seeking to cause disruption to critical infrastructure.

“It is our job to ensure that these critical services remain unaffected by cybercriminals’ attempts to steal data and cause disruption.”

Leader of Merthyr Tydfil County Borough Council, Councillor Geraint Thomas said: “The close collaboration between our Council and Welsh Government has been a key factor in the success of this project. 

“Merthyr Tydfil’s approach to cyber security has always been innovative so I’m really pleased that as the contracting authority, we continue to lead this work on behalf of the CymruSOC member bodies, and other Welsh Public Sector bodies that wish to utilise the CymruSOC going forward. 

“It provides some reassurance to the population of Wales that if they use their Local Authority for any kind of service, then CymruSOC will provide additional support and protection to enhance existing cyber security controls”.

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Ashmole & Co raise over £7,000 for DPJ Foundation

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ASHMOLE & CO have raised a staggering £7,000 over the past 12 months for the DPJ Foundation. The staff at the accountancy firm held a number of events to raise funds for the Welsh, rural, mental health charity.

With thirteen offices spread across mid and south Wales, approximately 80 staff including Partners from Ashmole & Co hiked 10 kms of the Pembrokeshire Coastal Path in September last year as the main fundraising event. Staff also held dress down Fridays, ran half marathon races and even crocheted a blanket to help raise funds.

Carwyn Morgan, Ashmole & Co Partner in the Carmarthen and Newcastle Emlyn offices, said, “Our rural clients confide in us as their accountant and we are sometimes the first they turn to when financial or family concerns impact on their lives and mental health. We are grateful to the DPJ Foundation for the training sessions they gave our staff as part of this year of fundraising so we could recognise the mental health issue warning signs. Our staff now feel more confident in signposting clients to professional help and support with their mental health. Thank you also to our clients and friends who helped us raise this fantastic total for this extremely worthy cause.”

The £7,000 raised is the equivalent of 140 professional counselling sessions or that amount of funding could run the charity’s Share the Load helpline for seven months.

Kate Miles, Manager of the DPJ Foundation, said, “We are very grateful to Ashmole & Co for helping to raise funds and awareness of the foundation over the last 12 months. Poor mental health in agriculture is recognised as a big problem across society and the DPJ Foundation aims to break down the stigma that surrounds poor mental health and provide support services for those in rural communities when they need it, where they need it. With the funds raised we are able to help people get help and ultimately prevent suicide.”

The DPJ Foundation was set up in July 2016 in Pembrokeshire, supporting those in the agricultural sector. The mental health farming charity has grown and covers the whole of Wales with all areas of support. The DPJ Foundation works with leading organisations in agriculture including NFU Cymru, FUW, YFC, vets and Welsh Government to help provide an accessible and flexible service. For more information visit: www.dpjfoundation.co.uk

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Cabinet to review proposal for exemption from empty homes tax

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A CALL to allow council officers the ability to suspend the empty properties council tax premium for Pembrokeshire homes under renovation is to be considered by senior councillors.

In addition to the normal council tax, which saw a 12.5 per cent increase in the county recently, second homes and empty property owners pay a premium rate.

Second home-owners in the county are now paying a 200 per cent premium, effectively a treble council tax level.

Owners of empty properties pay on a sliding scale in Pembrokeshire, with a 100 per cent premium after 24 months, 200 per cent after 36 months, and a whopping 300 per cent after five years.

A call for an exemption for ‘empty’ properties currently being uninhabited, but in the process of being brought back to use, has been made by Merlin’s Bridge county councillor John Cole.

Cllr Cole, in his notice of motion before the May 9 meeting of Pembrokeshire County Council, asked: “With the council’s unanimous decision to increase the empty property council tax, at the last March council meeting, it would appear that even though the decision was right and proper, as empty homes serve no purpose in the community etc it would seem that a number of such properties are in fact under renovation by owners to bring back into use, as per an email received by one family in that position outlying their concerns of having such a charge on the property, putting their renovation plans and dreams in jeopardy.

“Renovation is a costly and time-consuming in many instances, and having to use funds for renovation to pay such an additional cost, as they are already liable for council tax, will lead to delays, and abandonment of renovations.

“I would like to put forward the following: That council revenue officers have the authority to exempt such properties proved to be under renovation for eventual use as a main home from the extra charges on top of the standard property charge; time frame on a case-by-case basis, in consultation with such projects undertaken.”

At the May meeting of full council, members heard the matter would be considered by the council’s Cabinet at a later date.

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