Purpose

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.

Decision

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.