Procurement of a replacement Customer Relationship Management system
(Cabinet Member with Special Responsibility Councillor Hanson)
Report of the Director for Communities and the Environment
Minutes:
(Cabinet Member with Special Responsibility Councillor Hanson)
Cabinet received a report from the Director for Communities and the Environment which requested authorisation to procure a replacement Customer Relationship Management System and set out the business case for so doing. Following a question from Councillor Heath the Cabinet Member with responsibility confirmed that a written response would be provided identifying which other local authorities used the system.
The options, options analysis, including risk assessment and officer preferred option, were set out in the report as follows:
Option 1:
Cabinet approves the procurement of a replacement CRM system
Advantages:
· The use of digital technologies will make it easier for managers to drive efficiencies by streamlining processes, reducing carbon emissions through changes such as route optimisation and becoming paperless.
· Our residents will be able to access straightforward, transparent, and seamless service delivery at a time convenient to them and on a mobile device of their choice.
· Failure demand will be reduced - cutting back on additional costly contact
Disadvantages:
· Requires an additional level of expenditure
Risks:
· There are risks associated with delivering complex technology projects. These risks will be managed as part of the project management.
Option 2:
Cabinet does not approve the procurement of a replacement CRM system
Advantages:
· No additional expenditure incurred for the CRM
Disadvantages:
· Council services will remain relatively less accessible and the Council would find it more difficult to drive efficiencies
· The existing software cannot be developed to support and promote the service improvements we are trying to achieve.
· An inability to take advantage of new ways of working (including mobile, self-service and joined up service delivery)
Risks:
· There is a risk that the Council will ‘fall behind” if it is not able to adequately respond to the opportunities provided via digital technology
· Reputational risk of failing to meet the expected level of service residents experience when dealing with other organisations.
The officer preferred option was option 1.
Councillor Hanson proposed, seconded by Councillor Hamilton-Cox:-
“That the recommendation, as set out in the report, be approved.”
Councillors then voted:-
Resolved unanimously:
(1) That Cabinet approves the procurement of a replacement Customer Relationship Management System.
Officer responsible for effecting the decision:
Director for Communities and the Environment
Reasons for making the decision:
The decision is consistent with the Council’s Ambitions: A Smart & Forward Thinking Council and supports the Council’s Digital Strategy which promises to “focus around our customers in order that they can easily connect with the Council at time and place of their choosing enabling them to tell us once and expect us to get it right first time”. In addition, digital technologies allow the Council to work in a more agile way and provide the opportunity to reduce carbon emissions by cutting down on unnecessary travel, optimising routes for waste collection and using digital technologies around paperless working.