CRM hosted software

Purpose and Scope

This specification sets out Taunton Town Council's requirements for a hosted CRM, asset management, and mobile working system for Council services.

The requirements are expressed in functional and outcome-based terms. Suppliers should explain how their proposed solution meets, partially meets, exceeds, or does not meet each requirement, and should provide evidence from comparable local authority implementations where relevant.

The initial contract term is one year, with optional annual renewal by the Town Council. The estimated value of the contract is less than GBP 20,000 including setup costs for the first year, Total possible contract available for four years at 30,000 GBP.

The required system will support Council assets and services across Taunton. Current asset categories include Bins, Buildings and Structures, Defibrillators, Footpaths, Noticeboards, Parks and Play Areas, Signs, Speed Indicator Devices, Toilets, Trees, and further configurable categories. Detailed requirements are set out in the Requirements Matrix.

Council Background and Current State

Taunton Town Council is responsible for a broad and growing portfolio of local assets and services. Current customer contact, service, and asset information is held across multiple systems and records.

These arrangements make it difficult to maintain a single version of the truth, report consistently, and provide clear updates where residents raise service requests.

Objectives and Required Outcomes

• Create a single trusted operational record for assets, customer contact, and service activity.
• Improve ownership, visibility, and timeliness of Council service handling.
• Enable operational staff and managers to work from consistent, current information.
• Improve management information, accountability, and future service planning.
• Provide a configurable platform that can support Council service expansion without unnecessary standalone systems.