FOI request (FOIR-260334861)

Customer Relationship Management (CRM) system

Requested Tue 13 October 2020
Responded Wed 28 October 2020

I am currently conducting research for a Masters Degree in Computing, and kindly request you respond to the questions below, under the Freedom of Information Act.

1. Do you use a CRM in your Council?

2. Please confirm what platform or product is used?

3. Please provide me with a copy of any review reports or audits you have undertaken in relation to your Customer Relationship Management (CRM) system.

4. If you do not have a CRM, please send me any review reports or audit reports undertaken on whatever system you use to record, track and monitor queries from members of the public.

5. Please provide me with copies of the annual report on complaints trends and responses from 2018 to date or a url which points me to these reports.

Response

1. Yes

2. Granicus

3. Information not held

4. Not applicable

5. Please see attached.

Attachments

• FOIR-260334861_FOIR-260334861_1-HBC_Closed_Cases_Analysis.pdf