Decision details

Budget provision and approval to purchase a Customer Relationship Management (CRM) System

Decision Maker: Head of Strategic Finance and Property

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


The Transforming East Herts Programme has a key work project the introduction of a Customer Relationship Management (CRM) system to enable an improvement in customer service and to enable end to end digital processes to provide 24/7 services on the website


The Head of Strategic Finance and Property acting under delegated authority from the Executive on 06/07/2021 – That the Head of Strategic Finance and Property be authorised to allocate such funding as required from the Transformation Reserve to deliver the Transforming East Herts Programme – has decided to make allocate funding for and approves the purchase of the Granicus Customer Relationship Management System from the Crown Commercial Services G-Cloud Framework

Alternative options considered:

Option 1 - Purchase of a CRM via the Crown Commercial Services Framework from Granicus. This is confirmed by the Business Case and market intelligence gathering

Option 2 - NOT RECOMMENDED - purchase of a CRM from another supplier as they did not fit with the shared ICT infrastructure (Stevenage BC already use Granicus)

Option 3 - NOT RECOMMENDED - not to purchase a CRM and try to build integrations ourselves which would require extensive and expensive in-house staffing and the risk that customer service and digital end to end web interactions were either never achieved or were achieved years later than an off the shelf proven system

Publication date: 17/11/2022

Date of decision: 17/11/2022

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