Issue - meetings

New Customer Platform

Meeting: 27/01/2023 - Cabinet (Item 7)

7 Customer Platform pdf icon PDF 173 KB

A report seeking approval to procure a new customer platform.


Portfolio Holder – Councillor Andy Jenns

Additional documents:


This report was introduced by Councillor Andy Jenns (Portfolio Holder for Customer and Transformation) who explained that the development of a new Customer Platform was fundamental to delivering the objectives of the Council’s Digital & Data Strategy to improve digital service delivery to residents.  He explained that an assessment of the products available on the market had taken place and the advantages and disadvantages were detailed in the report.


Councillor Jeff Morgan emphasised that it was a key requirement for the platform to integrate with the proprietary systems that were used by Adult Services and Childrens Services. 


Councillor Isobel Seccombe requested that the project plan include a presentation of the system for Members for assurance purposes and this was supported by Councillor Jenns.




That Cabinet:


1.     Supports the implementation of the Microsoft Technology Platform as the Council’s customer platform and as a replacement for the existing Firmstep solution;

2.     Approves the investment of up to £2,000,000, to be funded from the monies set aside for the digital roadmap, for the procurement of an external partner to support the implementation of the Microsoft Technology Platform; and

3.     Authorises the Strategic Director for Resources, in consultation with the Portfolio Holder for Customer and Transformation, to undertake an appropriate procurement process for an implementation partner and authorises the Strategic Director for Resources to enter into all necessary agreements on terms and conditions considered acceptable to him.