Agenda item

Report of the Head of Strategy, Performance and Communications.

The Head of Strategy, Performance and Communications submitted a report (previously circulated) to provide Members with information on the Council’s Customer Relationship Management (CRM) Systems.

The report referred to the points raised from the Quad of Aims submitted by Members, such as whether it was possible to configure existing systems spanning several service areas into a single point of access to accept reports from the public and from councillors, and automatically provide updates which included job numbers, allocation status and the date started or completed.

It was explained that the Council uses over 17 commercial systems to meet different service needs. The report focused on the systems that are in use to report antisocial behaviour issues, environmental issues, highway issues and housing repair requests. The report also explained how some system providers allow their customer portals to connect with 3^rd party portals which would reduce the number of online accounts customers need to access council services, where this is possible the Council’s in-house team have already developed the integrations.

Discussion ensued around the current CRM Systems the Council currently has, Members wanted to know whether other integrations within the systems in place would be possible and whether there is information anywhere to find the most relevant officers to speak when logging a report.

The Committee wanted to know whether timescales are tracked from the report had been logged to the work completed, other issues were identified from Members in certain systems.

Members asked if it is possible to take a photo of the issue you are too report rather than downloading the photo and uploading at a further stage and if the photo size limit could be increased.

AGREED – That Members noted the report and asked for this item to remain on the Work Programme.