Doncaster Council awards £1.3m CRM deal to Lagan Technologies

Five-year contract aimed at improving council's services

Doncaster Metropolitan Borough Council has awarded customer relationship management (CRM) solution provider Lagan Technologies with a £1.3m contract to supply a CRM system to help the council better manage its contact and interaction with local residents.

The contract will last five years, with 25 per cent of the contract likely to be sub-contracted to third parties.

The contract award notice reads: "The core system required to achieve [an improvement of services] is a customer relationship management (CRM) system… that will allow us to record, track and monitor all customer contact coming into the council and provide us with a single view of the customer.

"Links with service systems will also enhance the level of service that can be provided and, in some cases, totally automate full service delivery ordered direct from the customer at home whenever they choose."

The contract is part of the council's customer service strategy, in which it aims to deliver the majority of services from one single point of contact and only involve service specialists when necessary.

It is expected that the new system will be used by the council's arm's length management organisation, St Ledger Homes of Doncaster.

The council is currently exploring future opportunities to work more collaboratively with Sheffield City Council, Rotherham Metropolitan Borough Council and Barnsley Metropolitan Borough Council and it is expected that the contract will be open for them to use at a later date.