Upper Lachlan Shire Council’s ‘Customer Request Management System’ (CRMS) records and monitors local service requests.
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These requests may come from meetings or telephone calls with council staff about issues the Crookwell and district community wishes to bring to the council’s attention.
At the December council meeting, Councillor Ron Cummins put forward a question with notice to general manager John Bell.
Cr Cummins sought a report on how the CRMS is implemented across the council presently, which areas of the council are using the CRMS, and what instructions council staff had been given on when, why, how and such a system is to be created.
He also asked whether the general manager could include in his report the request types that would be created, the levels of actions, and critical time response within each request type.
The Works Department presented the council with a statistical report in December 2014 and now provides the council with reports on a quarterly basis.
Mr Bell told Cr Cummins and the meeting that the CRMS module allowed sequential workflows and assigning of tasks to staff.
The NSW State Records Act (1998) requires councils to establish and maintain a records management program. Areas in Upper Lachlan uses the TRIM system, which meets these requirements.
The Works and Operations Department uses the CRMS for service requests. The Environment and Planning and Finance and Administration departments use the TRIM module.
The meeting resolved that Mr Bell prepare a report to advise councillors on how the CRMS could be implemented across all areas of the council, and reported on.
Mr Bell was asked to complete the report before the next budget session.
Should additional funding be required for an upgrade to the CRMS, it could be made available in the 2017/18 budget.