Agenda item

Report of the Chamberlain.

The Committee received a report of the Chamberlain, concerning an overview of the Data Lighthouse Project, which supported the need for a Corporate Customer Relationship Management (CRM).

The Committee heard that there had been disparate systems found that were used across the Corporation, but these were not necessary classified as CRM tools. It was intended to focus on areas which required involved manual processes to collate customer data. More services and users could be added to the CRM system. Certain applications which had detailed functions tailored to their specific use (such as social work and housing management) would not be replaced, but the customer data could be used from those applications to measure levels of interaction. There had been a CRM project from 2017 which replaced the CRM 2011 with Dynamic 365, which was a specific use case for the Strategic Engagement Events Management (SEEM). This was a highly customised solution to engage with senior stakeholders and event management at Mansion House, Guildhall, and other areas. This was not being extended as the platform was highly customised and would not be compatible with a Corporate CRM. Data would be integrated from the old platform for customer insights.

RESOLVED – That the report be received, and its contents noted.