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Council awards £150,000 contract for new customer service system

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Ipswich's only independent news website

We publish the stories that matter and champion everything that's good about our town – without the ads, popups or tracking

Ipswich Borough Council has awarded a £150,495 contract to Granicus for a new Customer Relationship Management (CRM) system. The three-year deal aims to improve customer service and streamline processes across council services.

Why it matters: The new system will support the My Ipswich portal, which currently has 60,080 registered users. It's designed to make council services more responsive and efficient for residents.

The big picture: The council's decision follows a review of industry-leading providers through the government's G-Cloud framework, which offers access to over 25,000 cloud-based services.

Key details:

  • The contract starts on 1 October 2024 and runs for three years

  • It includes a 30-day cancellation option at any point

  • It replaces the current CRM system implemented in 2014

  • The cost will be covered by the existing core service budget

What they're saying: The council states the new system will help "achieve and maintain excellent services that are responsive to customer needs, easy to access and represent good value."

Between the lines: The cloud-based system will power internal dashboards, processes, and forms across all council services.

What's next: The new CRM system will go live on 1 October 2024. In the coming months, residents may see changes to how they interact with council services online.

Oliver Rouane-Williams speaking with an elderly couple in the town centre

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Police appeal after golf ball attack damages historic Landguard Fort

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Over 40 golf balls were driven at Felixstowe's Landguard Fort, causing mortar damage to the historic structure's outer wall.

Why it matters: The damage constitutes an offence under the Ancient Monuments and Archaeological Areas Act 1979, which protects historically significant sites.

Inside the Landguard Fort in Felixstowe
Inside the Landguard Fort in FelixstoweGetty Images

The details: Suffolk Police reported that the incident took place between 17:00 on Monday, 10 March and 09:00 on Tuesday, 11 March.

The golf balls were driven from a grass mound outside the fort on Point View Road, with some projectiles clearing the outer wall and landing in the inner parade area.

What's next: Officers are urging anyone who witnessed the incident or has information about those responsible to come forward.

How to help: Contact Suffolk Police quoting crime reference 37/13803/25 via:

Alternatively, information can be provided anonymously to Crimestoppers on 0800 555 111 or through their online form.

The bottom line: This act of vandalism has caused damage to one of Felixstowe's most important historic landmarks, which is protected by national legislation.

Oliver Rouane-Williams speaking with an elderly couple in the town centre

We can't do this without you!

If you value strong, free, independent local media that fights tirelessly for our town, please consider contributing just £24 per year

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