Wirral Council signs Fujitsu for seven-year CRM project

Wirral Council has contracted IT services firm Fujitsu Services to help it transform the way it delivers services in a seven-year...

Wirral Council has contracted IT services firm Fujitsu Services to help it transform the way it delivers services in a seven-year deal worth around £11.3m.

Fujitsu will assist in a business transformation and IT programme designed to improve council efficiency and replace legacy systems.

Wirral's 1Business Programme, as the initiative has been named, involves the implementation of a customer relationship management system which will allow staff to "pool" data, and respond to the full range of customer needs quicker and more effectively.

Charles Allan, the programme manager, said Fujitsu has been contracted after the company had demonstrated success at other unitary authorities, such as Bolton. The new CRM system will be based on Oracle software and will not use the National Project CRM system sponsored by the Office of the Deputy Prime Minister.

This use of Oracle-based products is to allow more effective integration with enterprise resource management systems, the council said.

The council has contracted Fujitsu as IT partner to build a number of applications and help with business transformation, but decided against outsourcing, Allan said. "There was not the stomach in the council for outsourcing," he said.

The second phase of the project will involve the replacement of back office systems, which deal with specialised technical areas and processes used by council staff, such as payroll and financial management.

The third phase will involve knowledge management, which deal with how the council handles handle documents and internal data.

Part of the payment to Fujitsu is dependant on the council meeting performance targets, Allan said.

A programme team has been set up within the council and will be working with technical experts from Fujitsu to ensure smooth implementation of the new systems.

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