CRM technical review

The project issues
Kirklees Metropolitan Council (KMC) started a project to implement its own CRM system approximately two years ago. Following the initial feasibility study, which included a build versus buy analysis, the decision was made to build the system in-house. The bespoke build approach was preferred over an off-the-shelf solution to provide better and deeper integration with existing systems. Before undertaking significant additional development, a technical review was sought by the Programme Board due to some issues with the integration of the first service area. Socitm Consulting was appointed to undertake this Technical Review of the KMC CRM system.

The Socitm Consulting solution
The review included an assessment of the current CRM design, functionality and integration capabilities. This was then contrasted with alternative options and included industry best practice as well as e-government requirements such as usability and accessibility. The role of XML and Web Services for integration was an integral part of the engagement. Socitm Consulting reviewed the key technical project documentation as well as the core in-house skillsets for building distributed systems such as the CRM system.

The benefits to the client
The independent technical review should enable a more informed decision on the route forward for KMC's CRM implementation strategy. Depending on the route chosen, the recommendations should provide a starting point for the development of actions to improve the CRM development strategy.

Project identification
Client organisation: Kirklees Metropolitan Council
Client contact: Ed Ashfield, ed.ashfield@kirklees.gov.uk
Lead consultant: Abdul Kayam
Project no: 4747