Agenda item

Report of the Director of Transformation and Partnerships.

The Committee received a report of the Director of Transformation and Partnerships which presented the review report of the Customer Relationship Management System (CRM) Working Group (for copy see file of Minutes).

The Scrutiny Support Assistant advised that the purpose of the review was to ensure that the CRM system could deliver functionality which would assist Members in managing their casework, including consideration of recording, tracking and monitoring of casework to service responses and performance information.

Details of the findings and conclusions of the review group were contained with the report alongside the six recommendations which had been made by the group.

Councillor Wilson raised a query regarding software licences and the Head of Projects and Business Services advised the software was built on a platform which allowed DCC staff to build and add into the system allowing for a totally bespoke management system.

Councillor Nearney asked whether there was any feedback available from staff on how they were finding the new system. It was noted that work was ongoing with staff and the development of the system was a continuous process.

Further discussion took place regarding outstanding issues. Councillor Hillary added that there were still some shortcomings within the system and some frustrations for the service user. In response the Head of Projects and Business Services advised that there had been feedback received regarding the ‘do not reply’ emails and that this was high on the list of issues which needed addressing.

The Principal Overview and Scrutiny Officer reassured members that the issues being raised had been discussed at length by the working group. In addition it should be noted that a member pilot would be carried out in February / March 2017 and would build on member input already received. Training on the new system would also be provided as part of the member induction process following the elections in May 2017.

Councillor Henig commented that she was particularly pleased with the work of the review group and also thanked C Hastie, Member Support Officer for his input.

Councillor J Armstrong in referring to recommendation 5 of the report commented that in his opinion training on the new system should be compulsory rather than made available. Members agreed that this should be reflected in the recommendation.

Resolved:

That the report of the Customer Relationship Management System (CRM) Working Group be agreed and approved for submission to the Cabinet Portfolio Holder for consideration.