Issue - meetings

The Cabinet Member for Finance and Local Investment considered the report which sought approval to award a contract for the Granicus Digital Customer Relationship Platform (CRM), providing CRM and online MyAccount continuity and improved services as part of Corporate Delivery Plan, Think Haringey First and the Resident Experience Programme.

The Assistant Director for Customer Services advised that the contract would be for a period of 2 years with options to extend for up to 1 further year at a total cost for the 3 years not exceeding £931,497.  This would enable the service to consider the future requirements for council services, before looking to retender the contract.

The Cabinet Member requested that consideration be given to a more joined up Customer Relationship Management system across the Council, so that different systems were not being used in different departments and for residents to receive the best service from the Council.

The Cabinet Member for Finance and Local Investment RESOLVED to:

1.           Approve the award of a contract for the supply and support of Granicus Customer Platform software for a period of 2 years from 1^st November 2023 to 31^st October 2025 at the value of £519,498 with the option to extend by a further 1 year to 31^st October 2026 at the value of £411,999. The total contract value including draw down options is £931,497 over the 3-year period.

2.           Note that the contractually committed cost for the baseline product in year 1 is £171,499 and for year 2 and 3 it is £133,999 per annum making a total baseline product cost of £439,497

3.           Note that in addition to the baseline product cost the contract will allow for draw down options. The value of these options is £214,000 for year 2, and £278,000 for year 3 giving a total over 3 years of £492,000. This is required now so spend is approved when the draw down options are required, and their individual business cases and budget have been approved. The options are available but not mandatory or authorised at point of contract award.

4.           Note that for the agreed draw down options the Director Culture, Strategy and Engagement or Director accountable for the line of services at that time will have the delegated authority to authorise contractual draw down options without lead member sign off.

Reasons for decision

The current contract for Granicus expires in November 2023.  We have already expedited our 2 years plus 2 x 1-year extensions under GCloud 11.  The new contract would be under GCloud 13 for 2 years plus 1.

The new contract will enable business continuity of the newly implemented resident digital provisions plus provide the means to significantly enhance the digital service offer to residents, businesses, agencies and services making it easier to access, transact and receive updates on Council services.

Agreeing this new contract under the GCloud13 for 2 years plus 1 will allow the council to do market engagement, peer review with other councils and define the  ...  view the full minutes text for item 6