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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.
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