Software information

Response to this request is long overdue. By law, under all circumstances, Croydon Borough Council should have responded by now (details). You can complain by requesting an internal review.

Dear Croydon Borough Council,
Please can you provide information on the below-Thank you!

Which Customer Relationship Management (CRM) System do you currently use?

If using different systems, please can you provide the name of the software supplier and product name used within the Council for the following areas:
- Contact Centres / customer service
- Help desk / self serve Knowledge centre
- Telephony
- Email
- Incident management, internal and external

What is the value of your current contract/licence (monetary value and agent number)?

What is the expiry date of the current contract/licence?

Do you have any plans to review (upgrade/change) this system and go to market for a different software supplier? If so, when?

Can you please provide the name, job title, contact number and email address of the person responsible for the management of these services

Yours faithfully,

Sarah Clark

croydon@infreemation.co.uk, Croydon Borough Council

Information Team Croydon
Digital Services
Assistant Chief Executive Directorate
Bernard Wetherill House
7th Floor, Zone B
Croydon
CR0 1EA

Contact: Information Team
[Croydon Borough Council request email]

 

NOTE: Please do not edit the subject line when replying to this email. If
you have a processing request, please ensure you quote that reference in
your emails to us.

DEAR Sarah Clark

 

Freedom of information request - FOI/6332

 

Subject: Software information

 

We are just emailing you to update you on your open Information Request.
We are currently in the process of updating our systems and part of this
update will mean that your open Information Request has been assigned a
new reference: FOI/6332

 

Thank you in advanced for your patients patience and whilst we will
continue top process your request. We will issue a response or update to
you as soon as we are able.

 

Unfortunately, the Council is currently experiencing a delay in our
response times due to demand and resource. As an organisation we are aware
of our legal duties under the legislation and are making every effort to
improve our position and respond to requests within our statutory
timeframes as quickly as possible. All requests are being monitored and
continually reviewed to provide you with an expected date for disclosure.
London Borough of Croydon takes its role as a Data Controller seriously
and would like to thank you for your continued patience and understanding
whilst we improve our service to you.

 
Kind Regard

Information Management Team

 

Croydon Digital Services

Assistant Chief Executive Directorate

 

7th Floor, Zone B

Bernard Weatherill House

8 Mint Walk

Croydon CR0 1EA

croydon@infreemation.co.uk, Croydon Borough Council

Information Team Croydon
Digital Services
Assistant Chief Executive Directorate
Bernard Wetherill House
7th Floor, Zone B
Croydon
CR0 1EA

Contact: Information Team
[Croydon Borough Council request email]

 

Dear Sarah Clark

Request FOI/6332

Further to your request received on 24/10/2022, I confirm that the Council
has now considered your request under the Freedom of Information Act 2000.
For ease of reference, we will answer each question in turn,

 

Which Customer Relationship Management (CRM) System do you currently use?

We use many, see below

If using different systems, please can you provide the name of the
software supplier and product name used within the Council for the
following areas:

- Contact Centres / customer service Mitel Micollab / Ignite

- Help desk / self serve Knowledge centre Service Now

- Telephony Mitel via Wavenet

- Email Microsoft Office 365

- Incident management, internal and external Service Now

What is the value of your current contract/licence (monetary value and
agent number)?

£1.1m

What is the expiry date of the current contract/licence?

07/02/2027

Do you have any plans to review (upgrade/change) this system and go to
market for a different software supplier? If so, when?

2027

Can you please provide the name, job title, contact number and email
address of the person responsible for the management of these services

It has been the custom and practice for the Council to generally only
release the names of staff down to ‘Head of Service’ level, which the
Council considers meets the Transparency Code issued by the Secretary of
State for Communities and Local Government. Therefore we will not disclose
the names of officers. Furthermore the council considers that this
position is consistent with guidance issued by the Information
Commissioner, including a Decision Notice issued in respect of a similar
request FS50276863.

However please find the team's email address below:

[1][email address]

 

If you are dissatisfied with the way the Council has handled your request
under the Freedom of Information Act, you may ask for an internal review.
This should be submitted to us within 40 working days of this response.
You can do this by outlining the details of your complaint by:

 

Email:        [2][Croydon Borough Council request email]

 

Writing:     Information Team

London Borough of Croydon

Bernard Weatherill House

Floor 7 - Zone B

                 8 Mint Walk

Croydon, CR0 1EA

 

Any requests received after the 40 working day time limit will be
considered only at the discretion of the council.

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner can be contacted at:

 

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire, SK9 5AF

 

Yours sincerely,

 

 

Information Team

Croydon Council

 

References

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1. mailto:[email address]
2. mailto:[Croydon Borough Council request email]