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
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
Accompanying Documents: