Decision details

A Customer Relationship Management (CRM) system helps organisations build customer relationships and streamline processes so they can improve customer service, improve efficiency and reduce cost. The Council’s current CRM system was implemented in 2014 based on the vision ‘to achieve and maintain excellent services that are responsive to customer needs, easy to access and represent good value’.

The CRM system is cloud based and used across all Council services, via internal dashboards, processes and forms and is the system used to provide the My Ipswich portal with 60,080 customers signed up.

Granicus was identified as providing the most economically advantageous outcome to the Council for the provision of a CRM system.

To award a contract to Granicus for the provision of a Customer Relationship Management system for a period of three years, with a 30-day cancellation period which can be used at any point in the contract.

Reason:

To provide the service for the existing internal dashboards, processes, forms and MyIpswich portal.