Castle Point Borough Council’s new website and CRM on track to launch this November
Castle Point is gearing up for a major digital upgrade. This November residents will see the launch of a brand-new website and Customer Relationship Management (CRM) system - technology that helps the Council manage service requests, track interactions and keep residents updated.
A report published ahead of the Cabinet Meeting on 15 October, shows the project is progressing smoothly and the new website remains firmly on track for delivery next month. From reporting missed bins to requesting bulky waste collection, the new system will offer an improved experience, with less need for phone calls or in-person visits.
Cllr Stephen Mountford, Portfolio Holder for Resources said: "We’re transforming how people interact with the Council. This is about giving residents the convenience they expect when they interact with us."
The new website will feature a clean, accessible design. There will be some familiarity in look for current users while improving usability for all. Behind the scenes, the CRM is streamlining over 140 internal processes, helping staff respond more efficiently and keeping customers informed every step of the way.
One of the first services to benefit will be the bulky waste collection process, with residents able to book a collection online instead of needing to phone for an appointment. Additional services will go live in stages following the website launch, starting with high-volume requests like fly-tipping and missed bins.
With interactive maps, smart address lookups and automated workflows, the new website and CRM will enable residents to carry out transactions on the website quicky and easily, freeing up officer time for people who need assistance by telephone or face-to-face.
Although the decision to invest in the new CRM was made before Local Government Reorganisation (LGR) was announced, the project remains a cost-effective move. A revised cost-benefit analysis confirms that the project will deliver savings ahead of the establishment of the new council through LGR.
Cllr Tom Gibson, Portfolio Holder for Special Project and Assets said: "It’s great to see real progress on this project. The new system will make a genuine difference to how residents access Council services, making it more accessible and responsive.”