Council’s current Customer Relationship Management (CRM) and
Customer platform has security vulnerabilities, transactional
inefficiencies and will be out of support by Microsoft in
Customer Experience, Customer Operations, ICT and some representation from the wider Business conducted a comprehensive soft market exercise completed in Oct 2019 during which 14 Supplier demonstrations were received on premise.
2 Suppliers aligned with our Business and Technological strategy e.g. Single Sign On of the customer and Open Architecture respectively.
A procurement exercise will be conducted via G-cloud 11 framework and London Tenders Portal will be used to manage all communication with Suppliers during the exercise.
The Delegated Authority Report to award the CRM and Customer platform replacement to a Supplier with the Most Economically Advantageous Tender (M.E.A.T) following a Soft Market Test and Procurement exercise (Jan '20) is underway.
Decision type: Key
Reason Key: Expenditure > £250,000;
Decision status: For Determination
Wards affected: (All Wards);
Notice of proposed decision first published: 09/12/2019
Decision due: Not before 10th Jan 2020 by Kari Manovitch - Acting Director of Customer Experience & Change
Contact: Daniel Hassan, Customer Experience ICT Programme Manager Email: email@example.com Tel: 0208 132 1602.
Part 1 & 2 (Para 3): Part 1 & 2 (Para 3)