The Public Transport Authority (PTA) requires a customer relationship management system to capture stakeholder interactions across its project and maintenance works, providing one central location to assist with ongoing management of stakeholder relationships. A web-based system is needed to store and manage a large number of records, including historical data, that can be categorised in several ways to meet ongoing needs of the PTA, and is required to have reporting abilities.

The system helps build an understanding of stakeholder perceptions and sentiment, assists with strategic engagement, and creates one central single source of truth.