There are four sub-projects within the CRM – Citizens Account, three of these have been completed, the four projects are as follows, click on the links to find out more about the individual projects.

The CRM Project has provided a new CRM (Customer Relationship Management) system, it has a customer database (Citizen’s Account) and customer contact management facilities. The project will also provide a link between the East Lothian Council Citizen's Account and the National Infrastructure.

The Contact Centre Project has provided a new customer contact centre at Penston House, Macmerry, complete with improved IT systems and telephony facilities. This project is now complete.

The Housing Repairs Business Engineering Project was a review and improvement of the housing repairs business processes. This project is now complete.

The Architecture and Infrastructure Project was a technical project considering the many issues involved in implementing the Modernising Government programme and a proposal on how to link the different components. This project is now complete.

The Scottish Executive is working on a project to provide a National Citizens Account infrastructure, with the aim of enabling Local Authorities (and potentially other public bodies) to provide a more "joined up" service. For more information on this see the FAQ for National Infrastructure Programme