LAA complaints database 2022-2024

The existing complaints database is not complaint with GDPR requirements and cannot be technically supported internally.

A procurement competition was needed to be conducted due to business investigating internal services that could provide a similar service. These were discounted as they either could not be provided intime or the contract did not have an inclusion for the LAA directorate.

Commercial conducted a keyword search on G-Cloud12 with the following words Saas complaints handling case reporting workflow configured and found that there were 2 services available, both being provided by Civica. The business then asked clarifying questions to ensure that all their expectations were met.

Triage have approved the budget for service for 2 years with a full understanding that this will be reviewed in 18 months where the additional budget for the remaining optional 2 years will be decided.