# The Provision of a Customer Relationship Management System

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [Sefton Council](/buyers/sefton-council/contract-awards)
- Contract winner: Firmstep
- Award value: £210,000
- Tender value: £300,000
- Award date: 18 November 2019
- Published: 28 November 2019
- Contract start: 1 January 2020
- Contract end: 31 December 2024
- Stage: awarded
- Procurement category: goods
- Notice ID: 44744d5f-331f-4c04-93df-f0d0a4a06bc2-329059
- OCID: ocds-b5fd17-4bc59a62-8d19-4721-ac78-e3780a449cc2

## Description

Sefton Council is seeking to procure a Customer Relationship management system to replace its currentsystem\. The proposed period of contract is 1/11/2019 to 31/10/2024 plus 2 x 1 year optional periods\. As part of the Council's Framework for Change programme, the Council is seeking to create significant improvements in its digital presence in order to drive transformational change in the way that it engages with communities, local businesses, visitors, potential investors and employees\. This forms part of the redesign of the current technology landscape so that key strategic outcomes are achieved\. The Council's approach is to enable web based transactions that interface with the Council's back office systems without a need for any staff intervention\. In this way, the Council can make services available at any time, improve the customer experience and provide customers with regular updates through automated notifications\.The Council sees channel shift as a key contributor to achieving more efficient and cost-effective services\. The improved digital platform that the Council adopts must promote rapid and sustainable channel shift through self-service\.The Council is publishing a version of the requirements specification at Selection stage in order that potential bidders can assure themselves that the requirements can be met before participating in the exercise

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/44744d5f-331f-4c04-93df-f0d0a4a06bc2-329059)