Progress report, as promised a couple of weeks ago.
Just over two weeks ago I e-mailed seven of the councils listed on Brent's
web site as having implemented CRM systems, to ask for advice on how they
had dealt with the DPA implications.
One contact replied to say she wasn't actually aware that her council had
implemented a CRM system.
Another contact told me that the question of data sharing and linking of
several transactions by one person didn't arise because there was no link
between the front-office call centre system and back office systems -
though the front-office system does use call line identification to link
incoming calls to previous calls from the same number.
The other five councils have not replied. I can only surmise that they
either do not understand the DPA implications or that they are embarrassed
to admit that their systems do not comply with the DPA.
I suppose, therefore, that it is a case of waiting for the ODPM to come up
with the answer - though I remain mystified as to how they can push ahead
with a CRM National Programme with these issues outside its scope.
Regards,
Graham
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