5th June 2025

To: Customer Services and Information Governance Team
Email: foi@eastsussex.gov.uk (or current published contact)
Date: 5 July 2025
Subject: Internal Review Request – FOI Ref: 22250441

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Dear Customer Services and Information Governance Team,

I am formally requesting an Internal Review of your handling of my Freedom of Information request (reference: 22250441) on the grounds that your response was incomplete and did not address key parts of the original request.

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 Summary of My Request

My FOI request sought to establish:

Whether East Sussex County Council currently uses or has previously used the platform monday.com, or any CRM (Customer Relationship Management) system for internal or external project management purposes.

If so, I requested:

• Full details of contract terms;
• The duration of use;
• The departments or teams involved;
• And whether the system was procured through any government framework such as G-Cloud 12, Digital Marketplace, or Crown Commercial Service, including all relevant documentation on the procurement process.

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 Deficiency in Your Response

Your response dated [insert date] simply stated:

“East Sussex County Council has no contracts with, nor have ever used Monday.com.”

This only addresses one named product and completely ignores the CRM aspect of my request — which formed half of the subject matter.

There is no mention or clarification of whether ESCC has used or currently uses any CRM system, despite the clear inclusion of that question. As such, the response:

• Fails to confirm or deny whether CRM systems have been or are being used (a duty under Section 1(1)(a) FOIA 2000);
• Fails to provide requested information or issue a proper Section 17 refusal in relation to CRM systems;
• Fails to address procurement frameworks, including whether any CRM systems were procured via G-Cloud, Digital Marketplace, or any Crown Commercial Service framework.

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 Evidence That CRM Systems Have Been Used

Published materials and public procurement evidence indicate:

1. CRM Use Since 2005: Council strategy papers and budget reports from 2005–2006 show CRM systems being adopted and funded through the government’s e-Government Access Programme, with at least £360,000 spent on implementation.
2. iCasework CRM System: Since at least 2018, East Sussex County Council has publicly used the iCasework CRM platform for managing complaints, FOI requests, subject access requests, and formal case handling — including in departments handling governance and public engagement.
3. G-Cloud Procurement Evidence:
   • iCasework (and similar platforms) are registered and available for procurement via the G-Cloud 12 framework;
   • It is common practice for UK public bodies to use G-Cloud to procure cloud-based CRM services without publishing tender notices;
   • If ESCC used G-Cloud, this would not have appeared via open procurement portals, which is why specific disclosure is necessary.
4. UK Government’s G-Cloud 12 framework, allowing public sector organizations to purchase its services. As of the announcement, monday.com had 400 paying accounts from government entities in the UK, with thousands of additional government bodies expressing interest. 

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 Public Interest Justification

There is clear and substantial public interest in understanding:

• What CRM and case-handling platforms are used to manage citizen data and inquiries;
• How East Sussex County Council procures software solutions — especially if using cloud-based services and external data processors;
• Whether such procurement complies with data protection, transparency, and value-for-money obligations under the law.

Failing to acknowledge or address known CRM use — especially involving sensitive functions like FOI handling — undermines trust and transparency.

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 Request for Internal Review

I therefore request that your Information Governance Team:

1. Conduct a full internal review of FOI request Ref: 22250441;
2. Confirm whether East Sussex County Council has used, or is currently using, any CRM systems (e.g. iCasework, Salesforce, Dynamics 365, HubSpot, or any equivalent);
3. Provide:
   • The names and vendors of the CRM systems used;
   • Dates of use and contract duration;
   • Departments or teams involved;
   • Any procurement documentation, especially if procured through G-Cloud 12, Digital Marketplace, or other approved government frameworks;
4. Provide a revised and complete FOI response in accordance with Sections 1 and 16 of the Freedom of Information Act 2000.

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I look forward to receiving a full response to this Internal Review within 20 working days, as per ICO guidance.

Warm regards,
Martin Newbold
Cite :https://thestealingofemily.co.uk/2025/06/19/crisis-management-crm/

 http://www.martinnewbold.co.uk
 www.thestealingofemily.co.uk

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