Following the implementation of a Customer Relationship Management (CRM) solution in 2022/2023 as part of Council’s Enterprise Systems Upgrade, and the subsequent use of this solution for 3-years, Council has identified gaps in the implemented solution.

Examples of these gaps include but are not limited to:

• The responsiveness to addressing Customer’s requests (including reminders and escalation points).
• Communication to the Customers about their requests; and
• Providing meaningful reporting to Elected Members and the Community on how responsive Council is to requests and the sentiment of how Council is doing when responding to these requests.

With these identified gaps in the system outlined above and in the attached documentation, the Council therefore is seeking solutions from Registrants (responding to this Expression of Interest) to provide a Cloud Hosted software solution to create actions based on Customer Requests received from various input channels. These actions would then be assigned to staff in the organisation, based on the Local Government context.

As Council has several systems that are already deployed and widely used by the organisation, the solution must have the ability to integrate into these systems to push or pull necessary information to support the Customer Request workflow.

Council is seeking Registrants to provide solutions that achieve the goal outlined above, including addressing the concerns with the existing system (defined in Background) but demonstrate the capabilities of their solution for items that Council may not have considered that the developer believes will add benefits to the way Council uses it.

As part of the responses from Registrants, Council is seeking the following information to be submitted by respondents to the Expression of Interest:

• Costs to complete migration / transition of existing data from Microsoft SharePoint (where a request remains Open) to the new system
• Configuration (including any integration fees) and Project Management Costs
• Ongoing Licensing and Hosting Charges
• Any other fees or charges that the Council should consider as part of your submission.