A national project to develop a joint CRM specification for Scottish councils has been launched.
Representatives from 16 councils attended the National CRM project launch workshop in October, which formed part of the initial scoping study and business case development examining a national project's potential. Each of these councils share a business need to implement a new CRM solution by March 2007 and each is looking to buy a commercial off-the-shelf system.
The councils are working together on developing a joint CRM specification that can then be used as a basis to consider a joint or single procurement and a joint or single development and implementation. Options on local or central hosting of a CRM system, and the potential for a shared or managed service, will also be examined.
West Lothian Council, in partnership with the Improvement Service, is leading the project. Five councils - Scottish Borders, West Lothian, Aberdeen, Inverclyde and Glasgow - are steering the scoping study and business case development.
Since the launch, a series of interviews with Scottish councils have taken place which, together with the workshop findings, highlight an opportunity and appetite among local authorities to increase collaboration around CRM in Scottish local government.
The potential scope of a National CRM project covers a broad range; supporting a CRM community of interest is a key focus point.
Work on the business case is expected to be completed in December 2006. A report will then be presented to the Local Government National Board for Shared Services, which will consider the project's proposals for support.
Further information
For more information, please contact Sandra Aird , Head of Customer Service, West Lothian Council or Martin Brown , Programme Manager, Improvement Service.
