Purpose

The corporate complaints team manages
complaints, Freedom of Information/Environmental Information
Requests, Members Enquiries, Ombudsman cases and Subject Access
Requests. iCasework is the case management system used to do this.
It is integrated with Power BI to enable a suite of reports to be
produced. The contract ends in May 2024, having exhausted the
extensions under the current arrangements.

Decision

1.        
To approve the proposed contract with Civica for the
provision of iCasework. This is the system used to manage
complaints, Freedom of Information Requests (FOIs)/Environmental
Information Requests (EIRs). Members Enquiries, Ombudsman cases and
Subject Access Requests and incorporates a member’s
portal.

 

2.        
To note that the proposed cost of the new contract
is £55,668.65 in year one, £59,008.77 in year two,
£62,549.30 in year three and £66,302.25 in year four,
with commencement on 29 May 2024.
 

3.        
To note that the cost to date of the contract with
Civica for icasework is £166,363.33.