Decision Maker: Cabinet Member for Resources, Enterprise and Economic Development (Deputy Leader)
Decision status: Recommendations Approved
Is Key decision?: Yes
Is subject to call in?: Yes
To seek approval to appoint a provider; namely Granicus via the Crown Commercial Services (CCS) G Cloud 12 Framework agreement, in order to provide Harrogate Borough Council (HBC) with a Customer Relationship Management System (CRM), forms and customer portal (“the Digital Platform”).
It is essential to HBC that there is a continued and seamless service provision to customers and staff. HBC has invested significantly in terms of officer time to progress and complete development work on the Digital Platform which has provided efficiencies over last 4 years.
Development work on the platform continues into 2022 to provide new online forms, expanding the offering to services, further use of platform internally within HBC to provide automated processes and the use of modules to provide better services to customers and staff.
In light of Local Government Reorganisation (LGR), entering into a new contract with our current supplier would bridge a gap pending the creation of the new authority.
LGR will significantly impact software platforms and applications used by the District Councils across North Yorkshire. It is expected that a decision to review of all these will be made as part of the reorganisation process. As part of this process contract periods will need to be aligned so that rationalisation can take place. A decision to change software platforms now would not support this, and we believe more likely complicate, any rationalisation process on the basis that a project of this nature would require approximately 5 years to deliver us to the place we are now.
That we do not enter into a contract with Granicus for a software platform. This is not recommended as the platform and systems are fundamental to the provision of services by the council. HBC cannot provide services to businesses and customers without it.
To procure a software platform without procuring via CCS G cloud 12 framework. This is not recommended because it opens up HBC to risks being:
· having to commission a major project at a time when a key priority for HBC is to focus on LGR
· aborting 4 years of development work to provide the people and businesses of the district with a strong and dependable digital platform for customers and staff
· the loss of business continuity and ability to enhance the current offering and achieve further efficiencies
Publication date: 06/10/2021
Date of decision: 06/10/2021
Effective from: 15/10/2021