Trafford Council is leading a search to find a single company to overhaul the CRM systems of public sector bodies across the north-west of England, including Liverpool, Manchester and Bolton.
The contract, which will last four years, is expected to be worth £50m and will see the sole supplier provide a range of CRM-based technology and services across local councils, police and other emergency services as well as clinical commissioning groups.
In a recently published tender, Trafford Council said the supplier must be able to provide a range of CRM-related services.
“[The provider must] implement a CRM solution ready for delivery to all front-line customer contact teams across the council and its partners, including the contact centre and customer access points.
“Proven experience in deploying a solution for a local authority preferably in partnership with other public sector organisations [is desirable].”
Ten products are required to overhaul the CRM systems, including the implementation of a single-customer view, digital self-service technology, hosting for the CRM platform, maintenance and application support and configuration services.
Other options which will be considered include business re-engineering and change management support for the project as well as hosting provision for the CRM platform.
Companies interested in applying for the contract have until January 27 2014 to put in their bids.
