Decision Maker: Cabinet

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: July 16, 2025

Purpose:

Content: 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