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Virtual Assistant privacy notice

1. Council contact details

1.1. West Northamptonshire Council

Registered Office:
One Angel Square
Angel Street
Northampton
NN1 1ED

Contact centre telephone: 0300 126 7000

The Data Controller is West Northamptonshire Council

ICO registration number: ZA896620

The Customer Services team can be contacted by email at [email protected].

1.2. This privacy notice sets out the information for the Council’s Virtual Assistant Service which covers:

A - Virtual Assistant (Website AI Chatbot Service)

The Virtual Assistant allows users to ask questions and receive automated responses based on information published on the West Northamptonshire Council website and its microsites. It does not access internal council systems, complete transactions, or view or retrieve resident records. Limited personal data may be processed only if voluntarily entered by the user (e.g., postcode or age).

1.3. This privacy notice should be read in conjunction with the Corporate Privacy Notice and the Data Protection Policy

2. Information that we hold

2.1. Information about the types of data we collect to deliver this service. 

The personal and special category data we collect varies according to the purpose of the contact. Applications for our services are not restricted to people living or working in Northamptonshire. Anyone is entitled to contact the Council about our service.

The information we hold may include:

  • postcode
  • house number
  • age or date of birth
  • free text entered into the assistant
  • IP address (standard web logging)

Special category data: The Virtual Assistant does not request special category data. If users voluntarily enter it, it is treated as unsolicited information.

3. How and why your information is collected and used

3.1. How we collect this personal information.

The personal information we process is provided to us directly by you in the following ways:

  • Questions typed into the Virtual Assistant
  • Optional details such as postcode, house number or age
  • Feedback through the “helpful / not helpful” buttons
  • Standard technical information such as IP address

3.2. Why we collect your information.

We collect your information to:

  • Provide accurate answers to queries submitted through the Virtual Assistant
  • Improve the performance and accuracy of the service
  • Diagnose system issues, investigate misuse or complaints
  • Produce anonymised demand insights
  • Maintain secure and reliable operation

The information we collect and store is used to provide an auditable record of service delivery. It also enables us to review performance and address any issues.

The information we collect, and store is also used to provide an auditable record of service delivery and enables us to contact people initiating reports/issues to request further information or provide updates.

Whenever we collect information, we always limit this to only the details that are needed. We ensure that data is used and stored safely and securely. We require anyone we share information with, or who uses it on our behalf, to do so too. All Customer Services and Digital staff have received training on data protection and information security.

3.3 Lawful processing.

We rely on the following lawful reasons to process your person data.

UK GDPR Article 6

  1. Processing is necessary for the performance of a task carried out in the public interest.

No Article 9 special category data is processed by the Virtual Assistant.

4. What we do with the information

4.1 How we use your personal information.

We use the information to interpret queries, improve the Virtual Assistant’s accuracy, investigate incidents or complaints, and create anonymised usage reporting. The type of information processed varies depending on what the user chooses to enter.

4.2. Who we share your information with.

Chat logs are only accessed by authorised Digital Team staff. Google processes text solely to generate a response during the active session and does not retain it. Information may also be used to assist responding to feedback, complaints or requests.

When we publish information in public, we will follow procedures to ensure no personal data is used.

We will share personal information with law enforcement agencies or other authorities only if required by applicable law and in accordance with UK GDPR and the Data Protection Act 2018.

4.3 Automated Decision making

We do not use automated decision making for this processing. Automated decision-making is where decisions are made about you without any human influence on the outcome. These may affect your legal rights or have an impact on your circumstances, behaviour or choices.

4.4 Data Profiling

There is no profiling undertaken in relation to this processing. Profiling is where parts of an individual’s personality, behaviour, interests and habits are analysed to identify their preferences, make predictions or decisions about them.

4.5 Automated Processing including AI

The Virtual Assistant uses Google AI technology to interpret user queries and generate responses. Google only processes this information during the active chat session and does not retain it once the response is provided.

5. How long we keep your information for and how we securely dispose of it after use

5.1. Information about how your personal data is kept.

We only keep information for as long as it is needed in line with the council’s retention schedule. This will differ according to the type of information we hold and its purpose. It will be based on either a legal requirement (where a law says we have to keep information for a specific period of time), a regulatory requirement or accepted business practice.

Chat logs are retained for 1 calendar year to support improvements to the system, service monitoring and complaint handling.

5.2 We will securely dispose of your information in line with the Council's Retention Schedules.

6. How we store your information

6.1. Physical (paper) records

The Virtual Assistant does not generate or store any physical (paper) records.

6.2 Electronic information

Digital data generated by the Virtual Assistant is stored securely within the Council’s cloud environment hosted in the UK. Google processes chat content only during the active session and does not store any information after generating the response. A new chat will always start a new virtual assistant session.

7. Your data protection rights

7.1. The law gives you a number of rights to control what personal information is used by us and how we can use it. Please see section 5 of the council’s the council's Privacy Policy for further information.

7.2. Please be aware that your rights may differ depending on the lawful basis for processing your personal data.

8. Who to contact

8.1. If you would like further information about how we use your personal information, or you wish to exercise one of your data rights or you wish to complain about the use of your personal information please contact the Data Protection Officer.

8.2. If you are still dissatisfied with how we have used your data once you have made a complaint through the council’s internal complaints procedure you have the right to complain to the ICO.

The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

9. Changes to this Service Privacy Notice

9.1 Privacy notices are live documents and will be updated or revised periodically in line with service changes and / or new legislation requirements.

This privacy notice was last updated Feb 2026

The update reference number is: PNS/26/055/D

Last updated 16 February 2026