Decision details

That the Executive Member Cllr Dadd and the Leader Cllr Les agreed a tender process be undertaken to procure a Customer Relationship Management (CRM) platform solution that meets the needs and requirements of the Council, its citizens and the outcomes identified in the ongoing Customer Transformation Programme (CTP) to utilise our digital and technical solutional across the council. The technical assessment has determined that we need a low-code platform solution, integrated contact centre omni channel provision, and options to seamlessly integrate telephony. This will significantly accelerate our delivery of digital services which will improve the customer experience and maximise our resource.

The council runs a number of CRMs which are not compatible with each other, and do not provide a single view of the customer or provide the future focussed digital solution required for the council. The council required a new digital and technical platform that functions across the council provide the joining up of technical solution providing a Low-code solution required by North Yorkshire to accelerate its delivery of digital services to significantly improve the customer experience and maximise our resource. Though some initial investment is required for implementation and duel running, it is projected to be delivering a saving when rolled out fully.

Options appraisals look at the following considerations
? Do nothing (not secure or sustainable)
? Align technology to one existing supplier (no existing meets requirements)

? Source and implement an alternative digital platform (option agreed)