Cecilia – Chat Bot privacy notice

What personal information is being processed and what for

If you engage with Cecilia, our chat bot, we may collect and store;

  • Chat conversations
  • Completed surveys
  • Automatic information, such as IP address, operating system, type of browser and the geographical location

Depending on your enquiry, we may request your postcode and house number in order to provide a response to queries such as ‘when is my bin collection day?’ .

You may be asked to complete a short survey on completion of your chat session, but no personal details are required.

Why we are allowed to use your information

Cheshire East Council’s information asset register details the legal basis for processing personal data for each function of the council.

However, the majority of our functions are governed by local government legislation and the main reasons are:

  • the processing is necessary for compliance with that legislation which CEC has to do (for example collection of Council Tax); and
  • the processing is necessary for us to carry out our official public function (for example waste management).

Who we will share your information with

We do not share information submitted in Cecilia with any internal or external partners. We use a third party service provider, UK based IBM, to assist us in hosting the chat platform. You can read their privacy policy on the IBM website

Where we get your information from

Any information is inputted into Cecilia by the customer.

How long we will keep your personal information

Data from each 'chat' will be held securely for twelve months and may be used for reporting only relating to quality and improvement purposes.

How your information is stored

All information is stored electronically on secure IT systems that have security controls with individual logins, and are password protected (with minimum security levels) with the data held on secure servers

What happens if you don’t provide us with your information

If you don’t supply requested information, Cecilia may be unable to help with certain queries – such as ‘when is my bin collection day?’

Will your information be used to make automated decisions


Your rights

You have a number of rights regarding your personal data, including withdrawing your consent where we have asked for it.  You can also ask for a copy of the information we hold about you and ask us to correct anything that is wrong.  For detailed information about your rights please see our privacy notice at www.cheshireeast.gov.uk

Page last reviewed: 30 October 2020