The Provision of a Customer Relationship Management System

Sefton Council is seeking to procure a Customer Relationship management system to replace its currentsystem. The proposed period of contract is 1/11/2019 to 31/10/2024 plus 2 x 1 year optional periods.

As part of the Council's Framework for Change programme, the Council is seeking to create significant improvements in its digital presence in order to drive transformational change in the way that it engages with communities, local businesses, visitors, potential investors and employees. This forms part of the redesign of the current technology landscape so that key strategic outcomes are achieved.

The Council's approach is to enable web based transactions that interface with the Council's back office systems without a need for any staff intervention. In this way, the Council can make services available at any time, improve the customer experience and provide customers with regular updates through automated notifications.The Council sees channel shift as a key contributor to achieving more efficient and cost-effective services. The improved digital platform that the Council adopts must promote rapid and sustainable channel shift through self-service.The Council is publishing a version of the requirements specification at Selection stage in order that potential bidders can assure themselves that the requirements can be met before participating in the exercise