FOI release

Digital, CRM & Web Team Structure

Case reference FOI2026/00253

Received 13 February 2026

Published 23 February 2026

Request

Please treat this as a request for information under the Freedom of Information Act 2000.

To understand how your organisation structures and resources digital delivery, please provide the following concise information:

1. 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

2. Pay Bands For each of the above teams, please provide the salary band/grade used for recruitment.

3. Remit For each team, please provide a short summary of responsibilities including websites managed including subsites and how many online forms the CRM supports.

4. Costs Please provide:

* Annual staffing budget for digital/CRM/web functions

* Annual licence/support costs for CRM, website CMS and integration platforms

5. Platforms Used 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

1. 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

One Digital Services Team with officers as follows:

Business Analyst: 1 FTE

Content Designer: 1 FTE

Digital Services Developer: 1 FTE

Digital Team Manager: 1 FTE

Please also confirm:

* Number of permanent vs temporary staff: 4 permanent, 0 temporary.
* Number of current vacancies: 0 vacancies

2. Pay Bands
For each of the above teams, please provide the salary band/grade used for recruitment.

Digital Team Manager: 9

Business Analyst: 6

Content Designer: 5

Digital Services Developer: 5

3. Remit
For each team, please provide a short summary of responsibilities including websites managed including subsites and how many online forms the CRM supports.

Information Not Held - This information is not available as a record.

4. Costs
Please provide:

* Annual staffing budget for digital/CRM/web functions: £220,880 per annum
* Annual licence/support costs for CRM, website CMS and integration platforms: CRM: £45,595.00 per annum CMS: £11,245 per annum

5. Platforms Used
Please confirm the CRM system, CMS platform, integration platform and online forms tools currently used.

Granicus GovService, Squiz CMS.

If publicly available, a link to any recent Digital or Customer Strategy would also be appreciated. – Information Not Held

Documents

There are no documents for this release.

This is Tunbridge Wells Borough Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.