Decision details

The CRM system is heavily utilised by Customer Services as well a number of different services throughout the council The current CRM system is long overdue an upgrade to the latest version. The council procured its current CRM solution (Lagan) in 2012 and has been utilised as a central point of digital developments, communication and relationship management for customers, residents of Doncaster, Doncaster Council staff and its partners.

The council’s current version of Lagan (version 8) is out of date and is running on best endeavour support with the supplier. Upgrading to (version 15.4), will provide a supported version and it will remove a number of critical issues that are caused by the current version.

Additional reasons for the decision are:

- A CRM system & integrations which are fully supported
- Improving the organisations PSN compliance due to java & browser compatibility
- Removing current PSN compliance issues relating to the CRM
- Provide additional features which can be leveraged in future Digital Transformation projects

This option utilises a path of least resistance considering time and cost, as the procurement route is via the incumbent provider and contract.

To approve the purchase of an upgrade for the organisations Customer Relationship Management system. Upgrading of the infrastructure hosting the CRM (Lagan) environment and preparation for software upgrade.

Do nothing: Accept the risk of best endeavour support on a dated version, security and functionality implications. This option was not considered viable due the risk implications being unacceptable.

Do everything: Complete a full tender and procurement exercise in the market place. This option was not considered viable due to the large cost and resource demand implications against the current operational climate.