43 Award of contract for the provision of the Customer Platform PDF 283 KB
[Report of the Director for Customers, Transformation and Resources. To be introduced by the Cabinet Member for Neighbourhoods.]
This report seeks Cabinet approval to award the contract for Front Office Back Office (FOBO) customer platform software by selecting one or more contractors from a framework to replace the current Agilisys Digital system (My Account).
Additional documents:
Minutes:
The Cabinet Member outlined that the Council currently used ‘My Account’ to manage its main online (resident) accounts, dealing with over 110,000 registered users transacting on several services including revenues, benefits, libraries, environmental reporting and payments. The contract for provision of the Agilisys Digital system was due to end in March 2020.
The Cabinet Member further advised that the new Customer Platform procured under Crown Commercial Service’s (CCS) G-Cloud 11 Framework will provide Residents, Businesses, Landlords and other groups’ access to a range of Council services. It will deepen and broaden the digital services available, managing and tracking customer enquiries, service requests and ‘one and done’ transactions. This included the services already provided through ‘My Account’ and additional service areas including Parking and Housing.
In closing, the Cabinet Member informed that the Platform would deliver significant financial and non-financial benefits to the Council and customer groups including:
In response to questions from Cllr Connor, the following information was provided:
Following consideration of exempt information,
RESOLVED
To approve, in accordance with Contract Standing Order (CSO) 9.07.1(d), the award of a contract for the supply and support of Customer Platform software to supplier ... view the full minutes text for item 43