Issue details
Decision to procure a logging and tracking system for recording complaints and information requests
A decision was made in December 2020 to
re-procure the CRM (customer relationship management) to log and
track complaints and FOI (freedom on information requests). The
current system is obsolete and ICT Services are decommissioning the
application.
A tender process was conducted and concluded with contract award to
Fivium to provide eCase the software.
The cost of implementation is £4,800 and annual support costs
for the next 3 years are £15,750 per annum.
Logging and tracking of complaints and information requests is
necessary to ensure that compliance with statutory deadlines is
met.
Better reporting functions are required to be able to identify
trends, issues and volumes which can be used for learning within
the council to improve services and transparency.
There is no current provision or capacity in the system to provide
a disclosure log of information provided in response to requests
under the Freedom of Information Act 2000 or the Environmental
Information Regulations 2004.
Decision type: Non-key
Decision status: Recommendations Approved
Notice of proposed decision first published: 06/04/2021
Decision due: 31 March 2021 by Assistant director Corporate Support (Historic)
Contact: Natalia Silver, Service Director - Corporate Services Email: nsilver@herefordshire.gov.uk Tel: 01432260732.
Decisions