Decision details

Extension of Gov Service CRM Maintenance Contract

Decision Maker: Assistant Director of ICT

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


To extend the existing maintenance contract for the Gov Service CRM application used by NEDDC with the existing supplier Granicus for a further 12 months. The value of the contract is £39,200

Reasons for the decision:

GovService provides the Councils CRM, customer database, self-service facility and internal forms. It contains multiple integrations with back-office systems and the impact on moving away from it would result on significant negative impact on finances, resource, and the ability of the authority to provide service to its customers. The recommendation is to renew the contract for 12 months to allow for a full procurement and consultation exercise.

The contract is on the G-cloud Framework who have already secured competitive contracts.

Alternative options considered:


Publication date: 06/02/2024

Date of decision: 18/12/2023