Issue details

KD 5068 - CRM and Customer Platfrom replacement - Award

The Council’s current Customer Relationship Management (CRM) and Customer platform has security vulnerabilities, transactional inefficiencies and will be out of support by Microsoft in 2020.
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 > £500,000;

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 Sue Nelson - Director of Customer Experience, Customer Services & Information

Department: Resources

Contact: Lee Shelsher, Head of Customer Experience and Libraries Email: Tel: 0208 379 6762.

Part 1 & 2 (Para 3): Part 1 & 2 (Para 3)