eastleigh borough council

About

Eastleigh Borough Council is one of the many local authorities that is committed to improve the way it interactswith its customers and improve efficiency in line with the Gershon recommendations. Using a complex programme of work, it planned to tackle each access channel and enhance customer focus, and identified that CRM technology was required to support this transformation of services.

The Hampshire-based council joined a consortium of south coast local authorities in order to maximise the benefits and opportunities that partnership working and a joint CRM selection and procurement exercise would bring. The consortium enlisted the GCAT services of Computacenter to manage its tender exercise, and in February 2005 the consortium’s initial tender invitation was issued to appropriate CRM suppliers. 

Eastleigh quickly realised that in order to successfully progress their CRM supplier selection programme, they would need to further define their own individual requirements and request additional responses beyond those provided against the original tender specification.

Solution

At this point, Eastleigh enlisted the expertise of IT consultancy NCC Group to assist in the specification, selection and procurement of a new Customer Relationship Management (CRM) system.  The project scope was an unusual one, whereby the work completed by the south coast consortium should be built upon and the selection programme should continue in line with both Eastleigh’s procurement rules and with the conditions set out by the consortium.  NCC Group and Eastleigh commenced their project in August 2005 and increased the scope to include a review of the current technological architecture to define the requirements and environment within which the selected procured software would exist. 

Following an initial review, NCC Group compiled EBC’s specific CRM specification including back office integration requirements.  The team of consultants defined an appropriate bespoke process to enable the council to select a CRM solution supplier within the time constraints and in accordance with EBC’s Constitution. The council was offered continual guidance and advice throughout the supplier selection phase.

Results

The procurement project with NCC Group was completed in December 2005.  The CRM system went live within the Council’s Economic Development Unit in June 2006 providing the council with an efficient, accurate and reliable way of dealing with its business customers. 

Jo-Anne Heathcote-Hill, Change Manager of Eastleigh Borough Council commented: “Despite the complexity of this project, NCC Group was able to quickly evaluate our technical set up and identify our requirements. In summary it was an unusual but robust CRM procurement exercise and a very detailed technical architecture review”.

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NCC Group is a leading global provider of independent IT assurance, security and consultancy services. As a trusted advisor, we help over 15,000 public, private and not for profit sector organisations, including 92 of the FTSE 100, to make the most efficient use of information and technology and to manage the associated risks.

Quote

“Despite the complexity of this project, NCC Group was able to quickly evaluate our technical set up and identify our requirements. In summary it was an unusual but robust CRM procurement exercise and a very detailed technical architecture review”.

Jo-Anne Heathcote-Hill, Change Manager, Eastleigh Borough Council

Challenge

Eastleigh Borough Council quickly realised that in order to successfully progress their CRM supplier selection programme, they would need to further define their own individual requirements and request additional responses beyond those provided against the original tender specification

Solution

Eastleigh enlisted the expertise of IT consultancy NCC Group to assist in the specification, selection and procurement of a new Customer Relationship Management (CRM) system. 

Results

The team of consultants defined an appropriate bespoke process to enable the council to select a CRM solution supplier within the time constraints and in accordance with EBC’s Constitution. The council was offered continual guidance and advice throughout the supplier selection phase.