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MyEDC

    Technical Notes 2024, Issue 183 - New Council website and Customer Relationship Management System (CRM)

    • Report by:

      Ann Davie, Chief Executive

    • TN Number:

      183-24

    • Subject:

      New Council website and Customer Relationship Management System (CRM)

    • Responsible Officer:

      Lauren Mirzai, Communications & Engagement Team Leader

    • Publication:

      This Technical Note will be published on the Council’s website following circulation to Members. Its contents may be disclosed or shared out with the Council.

    • The purpose of this technical note is to advise Members of the progress of our new Council website (CMS) and replacement Customer Relationship Management (CRM) system.
    • We are now in a position to launch both the new Council and HSCP websites and the replacement CRM system on Thursday 31 October.
    • The new CMS and CRM will help to achieve the Council’s overarching aim of improving the online customer experience.
    • Our new Council website is designed to be citizen-centric which will see changes to the site structure based on research, workshops and user testing with residents.
    • The design has also changed to create a modern, clean site aimed to promote the Council’s online services and improve the customer experience.
    • It will also be accessible, in line with public sector legislation as we have been working with The Shaw Trust charity from the beginning of the project to ensure accessibility has been built in from the start.
    • The new CRM will also improve customer and user experience and will provide the opportunity to increase the number of transactions that can be undertaken online enabling self-service wherever possible.
    • To ensure the transition to the new CMS and CRM goes smoothly, the existing website and CRM system will not be available for a period on Thursday 31 October. This means no one will be able to access either the Council or HSCP website or complete any online forms.
    • We anticipate this will only take a few hours and will be advising residents via our social media, website and Customer Services team.