Fair processing - How we are using your data to improve customer service
The Council is implementing a system called Customer Relationship Management, or CRM. This means that the people who answer your call or query will have much more information at their fingertips, so they are more likely to be able to provide the services you want straight away.
The new software will provide our front-line staff, wherever they are located, with the relevant information, regardless of where, when or how you make contact. They will be able to see what stage your request for service is at, report on its progress and answer any queries you may have.
The CRM system shares information across all parts of the Council that need to know. For example you could notify a change of address with one phone call.
It will take a long time to build up a full picture of our customers. Starting with the names from our Council Tax records, we will add further records as you contact us. Eventually we will be able to analyse why people are contacting us and improve our service to match.
Of course, some information is strictly confidential and we will respect this. Only those employees who need access to particular information will be able to do so, with safeguards ensuring that personal data processing follows the Data Protection Act and the Council’s Information Security Procedures.
