ONLSRV_CRM - Digital Services and Customer Relationship Management Platform

The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform. The customer services section which comprises of the main county Hall switch and contact centre is also in the Corporate Services directorate. There are a total of 6 contact centre agents, a supervisor and a contact centre manager. The Council’s out of hours emergency is also part of the customer services section, these calls are handled by an external company who input details onto the Council’s CRM. A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council. Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies. Cork County Council’s vision is “A Council who leads through inclusiveness, agility and ambition, empowering our communities through our people and services.” Digital has a key role to play in enabling and delivering this.

Services

28/02/2021 12:00:00

72212445-0  Customer Relation Management software development services
48000000-8  Software package and information systems
48220000-6  Internet and intranet software package
48445000-9  Customer Relation Management software package
48810000-9  Information systems
72212220-7  Internet and intranet software development services