Issue - meetings

Review of Corporate Customer Services IT Systems

Meeting: 10/01/2018 - Executive (Item 386)

386 GATEWAY REPORT 1 - MEMBERS REPORT: REVIEW OF CORPORATE CUSTOMER SERVICES IT SYSTEMS pdf icon PDF 185 KB

Additional documents:

Minutes:

Report CSD17165

 

(Having declared an interest as an employee of British Telecom, the Chairman of the Executive and Resources PDS Committee left the Chamber for this item and took no part in proceedings.)

 

On 14th September 2016 the Executive had agreed expenditure of £50k to fund a review of alternative options for the Customer relationship Management (CRM) system both in the short and long terms. The report updated Members on progress and the options considered. British Telecom (BT) had been commissioned, as part of the current IT Support contract, to develop a new IT strategy, and upgrading the CRM system would not be in conflict with this strategy. 

 

The Environment Portfolio Holder commented that with the re-tendering of the environmental services contracts the new contractor might want to implement a more cost-effective system.

 

The Renewal and Recreation Portfolio Holder reported that, in relation to the comments in the report about maximising digital uptake, he was investigating what needed to be done to overcome the problems that residents in some areas had with obtaining broadband. 

 

The report had been scrutinised by the Executive and Resources PDS Committee on 4th January 2018 and the Committee had supported the proposals.

 

RESOLVED that

 

(1) The need to upgrade the current CRM system is noted as outlined in this report.

 

(2) BT be commissioned by variation to their existing contract to upgrade to Dynamics Version 2011 to avoid critical service interruption for the reasons set out in section 6 of the report.

(3) BT be commissioned by variation to their existing contract to provide a fully costed options appraisal for the longer term provision of IT services currently delivered by the current CRM system, as set out in section 7 of the report.

 

(4) The addition of £480k to the capital programme, funded from a £37k reduction to the existing capital scheme for the website upgrade, and £443k from capital receipts, be agreed.