Leicester City Council has announced a tender seeking a replacement for its decade old customer relationship management system. The authority calls for tenders for a single contractor to provide the CRM system, together with support, maintenance and development of the system.
Earlier in March 2011, the council had announced its plans to replace its current LACRM system, but appears to have dropped its original intention only to consider a Microsoft system.
According to the tender notice, “This CRM is more than 10 years old and is no longer being developed and is fairly old technology. It does not lend itself to the Councils aspirations to reduce costs and improve customer access, including by integrating with back office systems and allowing customers to log and view their own enquiries.”
Through this work, the council targets to improve customer experience, including more ability to self-serve, together with efficiency targets. The council even seeks movement towards a single customer record and implement processes for efficiently updating this information.
As per the tender, the contract is for an initial period of four years with the option to extend for a further six years in two year tranches. It would likely go live in October.
Earlier in March 2011, the council had announced its plans to replace its current LACRM system, but appears to have dropped its original intention only to consider a Microsoft system.
According to the tender notice, “This CRM is more than 10 years old and is no longer being developed and is fairly old technology. It does not lend itself to the Councils aspirations to reduce costs and improve customer access, including by integrating with back office systems and allowing customers to log and view their own enquiries.”
Through this work, the council targets to improve customer experience, including more ability to self-serve, together with efficiency targets. The council even seeks movement towards a single customer record and implement processes for efficiently updating this information.
As per the tender, the contract is for an initial period of four years with the option to extend for a further six years in two year tranches. It would likely go live in October.