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The council’s current version of Lagan (version 8) is out of
date and is running on best endeavour support with the supplier.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.
Decision type: Non-key
Decision status: For Determination
Notice of proposed decision first published: 23/10/2019
Decision due: 13 Mar 2019 by Assistant Director of Customers, Digital and ICT
Contact: Julie Grant, Assistant Director of Customer Service and ICT Email: julie.grant@doncaster.gov.uk.