Agenda item

Report CSD16027

Support services for the current version of the corporate Customer Relationship Management (CRM) system, provided by Microsoft, were due to expire in March 2018. Support for the version of the web site content management system, provided by Jadu, would cease in September 2016. 

Report CSD16027 outlined the business case for allocating funds to recruit a suitable Subject Matter Expert (SME) to review the current systems and review the market to produce a technical specification, providing a further recommendation or options for Members. There was no experience in the Council to carry out the activity. Provision of the systems could be reviewed and savings and efficiencies potentially identified along with alignment to key corporate programmes. Approval was sought for an initial £100k funding to manage the technical scoping/specification work required.

The SME would identify ongoing requirements in supporting systems and project management; the resource management would be located within the ISD division with sign-off by the services involved. Initial draw-down of the resource identified in Report CSD16027 could be used flexibly across a number of system reviews and programme upgrades longer term, but initially it was required on Web and CRM reviews given initial timescales.

The outcome of the investigation and a full recommendation and/or options would be provided to Members later in the year prior to a further request for funding draw-down to cover full system implementation costs.

Highlighting the need to progress, the Portfolio Holder for Resources was encouraged by the proposed way forward outlined in Report CSD16027. The Portfolio Holder also suggested that much could be learnt from others who are good in this area such as L B Harrow.

Having met Apple representatives at their Intu Bromley store, the Portfolio Holder for Renewal and Recreation highlighted that Apple would be interested in providing technology services for the Council on a borough-wide basis with the provision of training provided in any future offer. It was agreed to pass this information to the Council’s Head of I.T.

It was also confirmed that the Council’s intranet, One Bromley, had been restored following a power outage the previous week seriously disrupting IT systems for the Council.  The Leader explained there would be a full investigation of the incident and subsequent I.T. problems. Passing on his thanks, the Leader noted that officers had worked long hours to resolve the problems caused by the power outage. Councillor Nicholas Bennett JP (West Wickham) highlighted a continuing problem of spam emails being received by Members/Officers.

RESOLVED that:

(1)  Officers proceed to scope requirements and produce a technical specification and thorough review of the current market and options, including a full lifecycle cost and potential savings compared to current expenditure;

(2)  a Customer Services Systems Review and replacement scheme be included in the Council’s Capital Programme with an initial budget of £100k as detailed at paragraph 5.1 of Report CSD16027; and

(3)  a further fully costed recommendation and options appraisal to either upgrade or replace the current systems be reported later in 2016.