Purpose

SYMCA is delivering a programme to modernise its customer relationship management (CRM) system. This forms part of a wider effort to improve how customer services are managed and supported across the organisation. The existing system is being replaced with a cloud-based solution that will provide a more supportable and future-ready platform.

This RoDF seeks approval to extend the contract of the current CRM Developer to increase capacity within the project team during the first and second phase of the programme.

The extension will run from August 2026 to March 2027.

Financial implications: Spend will be met through agreed budgets. Estimated spend: £105,975 including agency fees. Invoices will be submitted monthly in arrears and approved by the Assistant Director of Digital and Technology Services.
 

Decision

Extend the current contract held with Akkodis(Modis), at a day rate of £675, for an estimated total of £105,975 inclusive of fees, to carry on supporting the delivery of the CRM programme from August 2026 to March 2027.

Alternative options considered

Option 1 – Do nothing: Internal resource is not sufficient to support delivery without introducing risk to progress and stability.

Option 2 – Recruit permanent role: Not appropriate. This is a time-limited need aligned to a fixed programme phase.

Option 3 – Extend current agency contract. Provides a compliant and flexible mechanism to secure the required technical capability.