More information on ref 5109889

Summary

The General Registry responded to a request for project documentation, decision points, cost-benefit analysis, efficiency metrics, and ticket statistics regarding reference 5109889. While two points were withdrawn due to lack of clarification and two were not held, the authority disclosed specific data on support ticket statuses.

Key Facts

• The request was received on 2025-12-22 and extended for 20 days on 2026-01-05.
• Clarification was sought on 2026-01-19, 2026-01-26, and 2026-02-02 but not received within 28 days.
• Requests for project documentation and key decision points were withdrawn under Section 11 of the Freedom of Information Act 2015.
• The authority stated it does not hold the requested cost-benefit analysis or efficiency definitions.
• Support ticket statistics were provided, showing 147 resolved and 22 outstanding tickets as of 16.02.26.

Data Disclosed

• 2025-12-22
• 2026-01-05
• 2026-01-19
• 2026-01-26
• 2026-02-02
• 2026-02-17
• 16.02.26
• 142
• 5
• 4
• 11
• 2
• 147
• 22
• Section 11
• 28 days

Exemptions Cited

• Section 11 of the Freedom of Information Act 2015 (applicant has not complied with section 14(2) regarding additional information within 28 days)

Original Request

Further to the previous request reference 5109889 Please could you supply any of the following additional information - all project documentation and tender information - key decision points and project milestones - cost benefit analysis - for clarity please confirm how efficiency is defined and measured including any benchmarks or criteria relied upon - how many tickets/issues have been raised, how many of those are solved and how many are still outstanding

Data Tables (1)

Full Response Text

General Registry Oik-Recortyssee Chief Registrar
Stuart Quayle

Isle of Man Courts of Justice Deemsters Walk, Bucks Road Douglas, Isle of Man IM1 3AR

Telephone: (01624) 685979 Email: DPO-GenReg@gov.im

Our ref: 5190217 17 February 2026

Dear #####

We write further to your request, received 22 December 2025 and extended for 20 days on 5th January 2026. We sought further clarification from you on 19th January 2026; we repeated this request on 26th January and 2nd February 2026. Your request states:

"Further to the previous request reference 5109889

Please could you supply any of the following additional information

• all project documentation and tender information

• key decision points and project milestones

• cost benefit analysis

• for clarity please confirm how efficiency is defined and measured including any benchmarks or criteria relied upon

• how many tickets/issues have been raised, how many of those are solved and how many are still outstanding"

Our request for clarification was sought January 19th 2026 and repeated January 26th and February 2nd 2026. Our communication emails stated:

• “Point 1 Please provide a clearer scope here; kindly provide a clearer parameter on (i) timeframes, (ii) document types, and (iii) context ? • Point 2 is possibly open to interpretation (for example, it will assist us if we understand what you feel qualifies as 'key'?)

• Point 5 Please attempt to more clearly define the types of tickets or issues being requested”

While our aim is to provide information whenever possible, in this instance the public authority does not hold some of the information that you have requested. Your request is made up of 5 points. Two points within your request are withdrawn by us.
Two points are not held by us and one point is supplied to you. We approach each point separately below:-

• all project documentation and tender information
  Answer: As no clarification has been received within 28 days from our original request of 19th January 2026 and further repeated on January 26th and February 2nd 2026;
  this part of your request is now considered withdrawn in accordance with Section 11 of the Freedom of Information Act 2015.
• key decision points and project milestones
  Answer: As no clarification has been received within 28 days from our original request of 19th January 2026 and further repeated on January 26th and February 2nd 2026;
  this part of your request is now considered withdrawn in accordance with Section 11 of the Freedom of Information Act 2015.
• cost benefit analysis

Answer: In this instance the public authority does not hold the requested information.

• for clarity please confirm how efficiency is defined and measured including any benchmarks or criteria relied upon

Answer: In this instance the public authority does not hold the requested information.

• how many tickets/issues have been raised, how many of those are solved and how many are still outstanding"

Answer: In the absence of clarification we have collated the below helpful information to support openness by our department;

Support Tickets (Bugs) 16.02.26 Ticket Status
No.
Completed
142 Resolved
5 In Development 4 In Progress 11 Pending 2 Waiting for customer 5 Waiting for test 0 TOTAL Resolved
147 Outstanding 22 Further, you may find useful the following websites which are publicly accessible; Isle of Man Government - Procurement Services Isle of Man Government - Government Transformation Services Please see below the extract from the Freedom of Information Act 2015 that applies to the two withdrawn points; Section 11 Grant of requests for information (1) A public authority must give the applicant the information requested in the applicant’s request for information and must do so in accordance with this Act. (2) However, a public authority may refuse to give the applicant the information requested if — (a) the information is absolutely exempt information or qualified exempt information; (b) a practical refusal reason applies and cannot be removed, despite the public authority complying with the duty in section 15 (advice and assistance); or (c) the applicant has not complied with section 14(2) (applicant must give additional information or pay additional fees requested within 28 days). Should you still require a response to the withdrawn points; you are welcome to submit a new request. Please quote the reference number 5190217 in any future communications.

Your right to request a review

If you are unhappy with this response to your freedom of information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post.

An electronic version of our complaint form can be found by going to our website at https://services.gov.im/freedom-of-information/Review . If you would like a paper

version of our complaint form to be sent to you by post, please contact me and I will be happy to arrange for this. Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.

If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on; 1. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act 2015; or 2. Whether we are justified in refusing to give you the information requested.
In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision. More detailed information on your right to a review can be found on the Information Commissioner’s website at www.inforights.im. Should you have any queries concerning this letter, please do not hesitate to contact me. Further information about freedom of information requests can be found at www.gov.im/foi.

I will now close your request as of this date.

Yours sincerely

ordinator

FOI Co