Response 3903044
Response to request for information
Reference
3903044
Response date
12 March 2026
Request
To understand how your organisation structures and resources digital delivery, please provide the following concise information:
- 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
- For each of the above teams, please provide the salary band/grade used for recruitment.
- For each team, please provide a short summary of responsibilities including websites managed including subsites and how many online forms the CRM supports.
- Please provide annual staffing budget for digital/CRM/web functions
- Please provide annual licence/support costs for CRM, website CMS and integration platforms.
- Please confirm the CRM system, CMS platform, integration platform and online forms tools currently used.
If publicly available, a link to any recent Digital or Customer Strategy would also be appreciated.
Response
- 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
Our structure does not align exactly with the information requested and so we have supplied the structure we have in place as follows. ICT is made up of 10 Positions they are:
-
- 1 ICT Strategic Manager (CIO /DPO)
- 1 ICT Operation Manager (Change Management site under him)
- 2 ICT Endpoint Officers (First Line Service Desk)
- 2 Infrastructure Officers (Level 2,3,Cyber Security)
- 2 Service Improvement Officers (Projects, Support and Improving Service Areas)
- 1 Developer
- 1 Vacancy for Development (work with 3rd party for CRM creates Web Forms)
Additionally in the Communications Team there is 1 Performance Officer, who co-ordinates website updates.
- For each of the above teams, please provide the salary band/grade used for recruitment.
-
- ICT Strategic Manager LS05 (over £54,798)
- ICT Operation Managers LS07 (over £49,473)
- ICT Endpoint Officers LS12 (over £32,940)
- Infrastructure Officers LS11 (over £37,743)
- Service Improvement Officers LS11 (over £37,743)
- Developer LS10 (over £40,449)
- Performance Officer LS12 (over £32,940)
- For each team, please provide a short summary of responsibilities including websites managed including subsites and how many online forms the CRM supports.
The Developer in ICT has the responsibility of creating internal content and developing Eforms; other content is managed by 3rd party Web Development. The website is managed by the Performance Officer in the Communications Team. The number of forms the CRM supports is approximately 85.
- Please provide annual staffing budget for digital/CRM/web functions
There is no specific budget for this as they are done by multiple members of staff, responsible for work including, but not exclusively these functions.
- Please provide annual licence/support costs for CRM, website CMS and integration platforms.
Annual licence/support costs for CRM, website CMS and integration platforms £12,750
- Please confirm the CRM system, CMS platform, integration platform and online forms tools currently used.
Meritec and Netcall.
- If publicly available, a link to any recent Digital or Customer Strategy would also be appreciated.
None available.