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Published Delegated Executive Decisions

Welcome. This system contains information about published delegated executive decisions, including exemptions.

Decision Number: 0123 2019/20

Executive Portfolio:
Corporate Services, Estates & Communication
Decision Number:
0123 2019/20
Exempt / Confidential Item:
No
Ward(s) Affected:
None
Declarations of Interest Received:
None
Title:
Replacement of the Council's Website; Intranet, Content Management, and Customer Relationship systems to GOSS Interactive
Summary of Decision:
To award the contract for the replacement of the Council's Website; Intranet, CMS, and Customer Relationship systems to GOSS Interactive
Proposed Decision:
To award the contract for the replacement of the Council's Website; Intranet, content Management, and Customer Relationship systems to GOSS Interactive. Increasingly customers expect to access services and communicate with organisations online and at a time of their convenience. In order to deliver against these expectations, we have looked to provide a replacement for our current in-house CRM, which would be more integrated, flexible and intuitive, than the current application. As an organisation, and under the One Council programme, we are committed to further drive our use of digital solutions, both customer-facing and in our back-office services. Alongside the replacement CRM, we looked to replace our current Content Management system(CMS), with a product that can present our website and intranet to the appropriate audiences, ideally allowing us to seamlessly integrate with the CRM, and to develop a single customer portal which serves as a hub to present residents with their interactions with us. A key element to link these together will be a module which allows the development of online forms, which can integrate not only with the CRM, but the service’s back-office case management systems. After evaluation of the supplier products, the GOSS Digital Platform, with the addition of multiple 'ready-made' modules to serve our SAR, FOI, complaint, streetscene and Registrars requirements, evolved as the product which wou
Summary of Reason for Decision:
After evaluation of 3 supplier products - GOSS provided the best all-round, cost-effective solution to meet the Council's requirements
Reason for Decision:
The One Resident - One Customer programme of work, is one of 8 work streams specified in the Council’s new One Council programme. The programme focusses on looking after our residents or customer experience and ensuring that the culture of the Council is always considering service delivery and service development from the resident and customer perspective. Increasingly customers expect to access services and communicate with organisations online and at a time of their convenience. Within the One Customer programme, we are aiming to · Encourage and support our residents and customers to interact, and do business with us using our digital channels · Develop a website which is easier for our customers to navigate and complete transactions online rather than through more traditional channels · Present standard, integrated online form functionality for those transactions · Develop an integrated Customer Relationship Management system · Presenting our residents with a transparent personalised view of their interactions with us Alongside the replacement CRM, we are looking to replace our current Content Management system(CMS), with a product that can present our website and intranet to the appropriate audiences, ideally allowing us to seamlessly integrates with the CRM, and to develop a single customer portal which serves as a hub to present residents with their interactions with us. A team with representatives from Communications, Finance, Procurement, and Customer Services, carried out an evaluation of 3 provider solutions. Suppliers were invited to demonstrate their solutions based on the specification of requirements we provided. Those invited were Jadu; Goss and Contentsis. Contentsis were 'dismissed' as their solution was only Content Management based and didn't fulfill all of our requirements. JADU and GOSS were like for like on the majority of requirements we had, but on evaluation GOSS gave us more 'out of the box' features, to enable us to progress the replacement of our online and back office processes more speedily, and also presented to be better value for money. After evaluation of the 2 solutions, and after undergoing a scoring process, the GOSS Interactive Digital Platform came out as the product which best met our requirements
Risks Associated with this Decision:
Introduction of a new software development platform with multiple facets and adoption by Council Services
Measures to Redress Risk:
Baselining of the existing applications will take place, and full specification and workflows will be developed. Each aspect of the Digital Platform will be introduced in line with an overarching project plan, with milestones. All Council services will be involved and will have a stake in specifying their requirements for both web and CRM. Staff will be surveyed in relation to Intranet content requirements. Full training will be given across all aspects of the application Project will be lead by Customer Services and Communications teams, with support from IT.
Anti Poverty / Human Rights / Agenda 21 Implications:
None
Attachments:
Please Contact Karen Gillis - Ext 6917 for more details.