Issue - meetings

This report updates the Strategy and Resources Committee in relation to the Customer Relationship Management (CRM) project and related projects, as Members were asked to receive a further progress report including a medium term plan to exploit the new software.

A report was presented to the Committee which updated it on the Customer Relationship Management Project (CRM) and related projects as an undertaking had been given to do this, including a medium term plan to exploit the new software.

The new CRM system went live in 2014 and the report outlined its benefits.  In particular, it was highlighted that it had enabled the creation of a new fees and charges database, maintained by finance, to be linked directly the CRM system.

As part of the audit annual plan, a post implementation review of CRM had been undertaken.  A number of issues had been identified and the review had concluded that the CRM had not delivered all the intended business benefits and there were some processes which required parallel systems or CRM process workarounds in order for the teams to conduct everyday business activities.  These were being addressed but the system was being kept as generic as possible to ensure its longevity.

In the medium term, a formal CRM Project Board had been set up to manage the on-going implementation of the system and changes across it.  There were also a number of Council wide developments taking place over the next 6 to 12 months which had an impact on CRM, in particular the upgrade of the Council’s website.  A discrete Project Board and Reference Group had been set up for this project. Two keys areas in this regard related to on-line services in relation to revenues and benefits and booking of facilities and service such as sports pitches or venues.

The business case for the on-line accounts module for Council Tax and Benefits to facilitate self-serve demonstrated that Academy offered the best solution and the majority of the cost of this solution (£17,000) could be met from the new burdens grant received from the Department of Work and Pensions and Department for Communities and Local Government for revenues.  The remaining sum (£10,000) could be met from the sum received from the Department of Work and Pensions for fraud and error reduction (in particular for reducing claimant overpayment).

Closure of the cash office had been agreed last year.  This Council was the last authority in Surrey to operate this service and the Council needed to respond to the general trend to encourage the use of more on-line services. The Council was conscious of the impact of the closure on some residents. The closure of the service had been well publicised well in advance and staff would be on hand to support customers through the transition.

Having noted the report and the other improvements that the Council was making to the Customer Journey, the Committee approved the release of £17,000 of the new burdens grant received from the DWP and the DCLG in relation to revenues and benefits and £10,000 of Fraud and Error Reduction Grant to procure the self-serve module of the Revenue and Benefits system.