FI16718

Request

To understand how your organisation structures and resources digital delivery, please provide the following concise information: 

1. Team Sizes & Structure

For the following teams, please provide total FTEs and the number of managers vs staff:

  • CRM development
  • Web development
  • Web content
  • Digital/UX/Service Design
  • Business Analysts supporting CRM/digital
  • Integration team supporting CRM/Web integrations
  • CIO/Change/Transformation officers supporting CRM/digital/web

Please also confirm:

  • Number of permanent vs temporary staff
  • Number of current vacancies 

2. Pay Bands

For each of the above teams, please provide the salary band/grade used for recruitment. 

3. Remit

For each team, please provide a short summary of responsibilities including websites managed including subsites and how many online forms the CRM supports. 

4. Costs

Please provide:

  • Annual staffing budget for digital/CRM/web functions
  • Annual licence/support costs for CRM, website CMS and integration platforms 

5. Platforms Used

Please confirm the CRM system, CMS platform, integration platform and online forms tools currently used. 

6. If publicly available, a link to any recent Digital or Customer Strategy would also be appreciated.

Response

1. The Digital Team comprises of a total of 7 FTE - This includes 1 x Manager (shared over more than one service) and 6 FTE Staff - The team work on all of the below: 

  • CRM development
  • Web development
  • Web content
  • Digital/UX/Service Design
  • Business Analysts supporting CRM/digital
  • Integration team supporting CRM/Web integrations
  • CIO/Change/Transformation officers supporting CRM/digital/web

 

  • Number of permanent vs temporary staff - All roles are permanent 7 FTE and 1 P/T
  • Number of current vacancies - None

2. The Council does not have dedicated individual teams and therefore does not hold this information. There is only one team supporting all functions and manager covering other service areas. 

3. The Council is currently undergoing a new CRM project that is in early stages (team being trained currently). The team will be responsible for design and implementation of the CRM including the website re-design which is ongoing.

4. Annual Staffing Budget including On Costs is ?434,250 does not include Manager as budgeted from other service area. 

Website Annual Cost - £26,880

CRM - annual support £107,349

5. CRM - Netcall and CMS- Zengenti

6. Corporate plan - Corporate Plan 2023 to 2027