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 The current system is obsolete and ICT Services are decommissioning the application.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

Contact: Natalia Silver, Assistant Director Corporate Support Email: nsilver@herefordshire.gov.uk Tel: 01432260732.

Decisions