ICT12913 GLA Correspondence Management System

The Public Liaison Unit (PLU) team delivers a high-quality frontline public information service representing the entire Greater London Authority (GLA). This includes management of calls from the public, handling written correspondence and responding to social media. In addition, they also own freedom of information requests, environmental information requests, appeals, subject access requests, complaints and invites. They work closely with the offices of The Mayor and The London Assembly in addition to a number of other key stakeholders in the organisation. The team processes approximately 5,300 cases a month of varying priority.

The PLU team are looking to replace their current correspondence handling software with a cloud-hosted Software as a Service (SaaS) solution.