Issue - meetings

CEO19001A

Following approval to upgrade the Council’s existing Customer Relationship Management System (CRM) in January 2018 and commission BT to review options for the longer term provision of this system, the report updated Members on the outcome of that review and recommended action as a result. Additional details were set out in a part 2 report.

The report had been scrutinised by the Executive, Resources and Contracts PDS Committee at its meeting on 9^th October 2019 and the Committee had supported the proposals.

RESOLVED that

(1) The need to replace the current CRM software as outlined in the report be noted.

(2) Officers procure by direct award via the G-Cloud Framework a subscription of the Jadu CXM case management software for a period of 4 years (2 years plus 2 one year extensions being the maximum allowable under the framework), and delegated authority be agreed for the Director of Human Resources and Customer Service and the Head of Customer Service, in consultation with the Portfolio Holder for Resources, Commissioning and Contracts Management, to renew the subscription for Jadu CXM via a compliant route for a period of up to 15 years, subject to regular reviews of the ongoing business needs.

(3) Officers commission BT by Change Control Notice (CCN) to their existing contract to transfer services from the existing CRM software onto the new Jadu CXM platform, including all associated integration as outlined in section 4.3 of the report.

(4) The addition of the required capital sum to the capital programme be agreed.

(5) As set out in paragraphs 4.3.8 to 4.3.10 to the report, approval be granted for the renewal, via exemption to competitive tender, of existing annual support arrangements for the associated IT software components of the Council’s website for a period of up to fifteen years.

(Having declared an interest as an employee of British Telecom, Councillor Simon Fawthrop left the room during consideration of this report.)