Dear Ministry of Social Development,

Does Work and Income use customer relationship management software ("CRM")?

If yes:

1. Is the system used exclusively by Work and Income staff or is it shared with other areas within the Ministry?
2. What information about Work and Income clients does the system track? This includes, but is not limited to, any information captured from public sources, e.g. social media.
3. Does the system capture and/or track any information about people not currently receiving services from Work and Income? By this I do not mean historical information about people who have received in the past that was collected at the time they were receiving services.
4. Is the system based on a commercial product?
5. If the system is based on a commercial product, which one?
6. Which company or companies were involved in the implementation of the system?
7. I request a copy of the business requirements, functional requirements, and any change management documentation which had the effect of varying those requirements, used in the system's implementation.

If no:

Are there, or have there ever been in the past, any plans to implement a CRM system which would be used by Work and Income staff? Have any business requirements for such a system been compiled?

Thank you in advance for your assistance.

Yours faithfully,

Keith Bolland

Dear OIA_Requests (MSD),

Thank you for this very helpful reply. I appreciate your assistance.

Yours sincerely,

Keith Bolland