Decision

That the Executive Member Cllr Dadd and the
Leader Cllr Les agreed a tender process be undertaken to procure a
Customer Relationship Management (CRM) platform solution that meets
the needs and requirements of the Council, its citizens and the
outcomes identified in the ongoing Customer Transformation
Programme (CTP) to utilise our digital and technical solutional
across the council. The technical assessment has determined that we
need a low-code platform solution, integrated contact centre omni
channel provision, and options to seamlessly integrate telephony.
This will significantly accelerate our delivery of digital services
which will improve the customer experience and maximise our
resource.