Decision - Procurement of Customer Relationship Management system (CRM)

Decision details

Procurement of Customer Relationship Management system (CRM)

Decision Maker: Cabinet Member - Regulatory, Compliance and Corporate Services

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: Yes


To seek Cabinet Member approval to commence the procurement of a replacement of the Customer Relationship Management system (CRM).




Decision: That


1.      the Head of Strategic Support commence an EU Procurement Process compliant with the 2015 Public Contract Regulations to procure a Customer Relationship Management system (CRM) to run for a period of five years with the option of two further one-year extensions; and


2.    the decision to identify and appoint the most appropriate provider that will meet its business requirements be delegated to the Head of Strategic Support in consultation with the Cabinet Member for Regulatory, Compliance and Corporate Services, subject to cost of change consideration by the Chief Executive and the Leader of the Council.


Reason for the Decision:


The recommendations contained within the report would allow the Council to commence the procurement in a timely manner and identify the most appropriate solution that will meet its business requirements.


Alternative Options Considered and Rejected:


Not to replace existing CRM. This is not feasible as the product is no longer maintained or supported, and therefore presents a significant operational risk in terms of business continuity.



Publication date: 01/02/2019

Date of decision: 01/02/2019

Effective from: 09/02/2019

Accompanying Documents: