Purpose

The council has
an existing contract with a provider for a Customer Relationship
Management (CRM) system which provides a customer case management
solution. It is primarily used as:
• A solution
within Councils contact centre to manage customer enquiries.
• Way to
manage customer interactions within the Councils in-person
access
points.
• A primary
complaint handling solution for the council.
• The
Councils, online form solution.
• The
Councils, ‘My Account’ function.

• A case Management solution for numerous services.
The Council have
been using an existing contract to fulfil these requirements, which
remain unchanged for almost 4 years, with the CRM first implemented
in the Council back in 2011. The current contract expires on 14th
June 2024.
This report is to seek approval for a new
3-year contract with the option to extend for 1 further year
commencing January 2024, through the KCS Framework Y20011 (via a
3rd party organisation Boxxe), with a value of approximately
£298,000 per year plus an additional £99,552 in year
1.

Content

It is recommended
that the Chief Operating Officer approves:
1) the
commissioning of the CRM solution with an external provider for the
next 4 years, with an estimated value of £1.29m, as set out
in this report;
2) the procurement
strategy to call-off a 4-year, £1.29m, service contract from
the KCS Framework Y20011 to deliver the Councils corporate CRM
solution and subsequent contract award, as set out in this
report.