FOI - Customer relationship management system used at GLA

Your request

Do you use a Customer Relationship Management (CRM) system in your Council?

Please confirm what platform or product is used?

Please provide me with a copy of any review reports or audits you have undertaken in
relation to your CRM system.

If you do not have a CRM, please send me any review reports or audit reports
undertaken on whatever system you use to record, track and monitor queries from
members of the public.

Please provide me with copies of the annual report on complaints trends and responses
from 2018 to date or a URL which points me to these reports.

Our response

Your request refers to councils, so I should clarify that the GLA is London's strategic
government and does not operate in the same way as London’s local councils (in the capital, you would need to contact the Borough Councils, including the City of London and Westminster.

We do not use a CRM system at the GLA.

We use a bespoke system called WriteOn for logging public correspondence.

Correspondence performance is reported to the London Assembly’s Budget and
Performance Committee (quarterly Corporate Health Performance Indicators – see attached R2 “Volume of correspondence responded to within 20 working days”).

The most recent CHPI report to have been published is under the 22 September meeting. Attached are the correspondence pages from the Quarter 4 reports for 2018-19 and 2019-20 which have the whole year results. Note the commentary, trend and RAG are referring to Q4 performance each time, as opposed to the whole year.

A limited number of people within the London Assembly and Secretariat use the Caseworker system, specifically for the Assembly Members’ communications with their constituents rather than correspondence from the general public. Caseworker logs issues raised by constituents and manages the workflow. We do not report on Caseworker.

We have not reported on complaints annually. However, a report was prepared for the
draft Annual Governance Statement 2019-20 (see page 9).

If you have any further questions relating to this matter, please contact me, quoting
reference MGLA121020-6869.