Agenda item

Report of the Chamberlain

The Sub-Committee received a report of The Chamberlain regarding the Customer Relationship Management Project and the future timescales for implementation of City Services and City Dynamics.

A Member commented on references within the report to the “approaching General Data Protection Regulation (GDPR) legislation” when the new legislation had now been introduced. It was suggested that the report failed to give regard to the Data Protection Act 2018, which took a wider view on data protection issues beyond GDPR and assurances were sought that this was not the case.

Further comments were made in respect of the decommission of CRM 2011 and a query was raised regarding the decommissioning of the infrastructure which, was secondary to the cleansing and deletion of non-compliant data, as this seemed to be an unnecessary procedure.

With regards to the decision that had already been taken that no Contact Centre customer data from CRM 2011 would be migrated to City Services and customers would be asked to sign up for a new account and give express consent to hold their data, in line with GDPR, clarification was sought as to whether this included personal data or transactional data only. In response, the IT Director informed Members that full consent would be requested where members of the public were entering data that would be stored for three years but where no accounts were created, the data would not be held.  requests.  It was further commented that all transactional data would be anonymised for analysis purposes.  In respect of customer data that had been provided prior to 2013, clarification was sought as to how that data would be managed.

In light of the comments raised by Members and requests for clarification regarding the reconciliation of personal data held or deleted as a result of the City Services and City Dynamics projects and the introduction of GDPR and the Data Protection Act 2018, it was suggested that a further report be submitted the Sub-Committee for consideration.

RESOLVED – That a further report about the Customer Relationship Management Project and the management of customer data (in accordance with GDPR and the Data Protection Act 2018) be submitted to the next meeting of the Sub-Committee for consideration.