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RESOLVED: Cabinet;
a)   
Approved the process for re-procurement of the
corporate CRM system (direct award via the GCloud 14 framework)
b)   
Gave delegated authority to the Executive Director
for Resources to work with the Assistant Director for Customer and
Corporate Services to secure the best contract specifications and
value for the organisation
c)    
Gave delegated authority to the Executive Director
for Resources to award a contract to the provider following the
outlined process ready to start in May 2026.
 
REASONS RESOLVED:
 
1.    
The procurement of a replacement CRM solution will
allow us to deliver the approved Resident Access Strategy
2025-2029, and the innovative activities set out in this
document, which are designed to improve the customer experience and
reduce the cost of service provision.
2.    
The recommended approach is the most cost-effective
approach and allows us to meet legislative requirements and
procurement and financial regulations.
3.    
In terms of timescales, the proposed approach and
route to market is also the one that will be most likely to be
delivered on time, maximise the value-add of the developments put
in place with Jadu over the past 4
years, and lead to minimal disruption in the service to
residents.
4.    
The provider meets all requirements of the
GCloud 14 framework, and have
accreditations including ISO27001 (information security and
cyber-security) and ISO9001 (quality).
5.    
The provider, Jadu, have
been a strategic partner to WNC over a number of projects and have
demonstrated a good understanding of the strategic needs of the
Council and the level of technological skills to allow us to
innovate.
 
ALTERNATIVE OPTIONS:
 
·      
Option A (Preferred) Compliant Direct award via
GCloud 14 framework (Point 20 & 29
of the Direct Award Guidance) - Cost and technical difficulties
involved in changing suppliers
·      
Option B: Mini Competition via GCloud framework