Purpose

•Microsoft Dynamics is the
Council’s Customer Relationship Management (CRM) system,
implemented via the IT Transformation Programme.
•It is widely used within Citizen Services by agents and is a
long-term strategic platform for all customer-centric activity,
online access to services, single view of citizen interactions via
the Data Lake, as well as delivering an opportunity to improve
other functions such as field services in the future.
•Amongst others, Microsoft Dynamics offers the following
benefits:
oThe system is used to provide a unified platform to store and
manage citizen information and interaction history across a range
of channels including telephone, face to face and email. This
enables advisors to have a complete view of citizens, their service
requests and interactions, leading to a more personalised and
efficient assistance.
oAdvisors can log, track, and manage citizen enquiries, service
requests in a structured and organised manner. This leads to
quicker problem resolution and better citizen outcomes.
oThe system can be utilised to automate routine tasks and
workflows, reducing manual effort and minimising efforts. This
includes the assignment of cases, follow-up reminders, and status
updates.
oThe system provides robust reporting, which is used to measure
performance metrics, and make data driven decisions to improve
service quality and resource allocation.
•A contract needs to be in place to continue utilising this
vital solution.
•Cabinet approval has previously been given to tender the
contract, this document serves as notice of the decision to Award
the contract under powers delegated by Cabinet.

Content

To award a 5-year contract for Microsoft
Server Licensing Agreement to Trustmarque Solutions Ltd.