Clean Air Zones (CAZ) Central Service CRM Procurement

The charging CAZ service will be used by a broad base of customers with a wide variety of user needs.

These needs have been captured and interpreted through a user research process aligned to the relevant Government Digital Service standards for user research.

For digital by default services it is important that non-digital or assisted digital options exist for customers who have additional support needs as well as a contact point for seamlessly resolving customer problems and communicating across relevant organisations.

2.

Purpose and Scope of this Specification The customer demand scenario model identifies some key scenarios for why customers would need to seek support when using the service.

This specification focuses on the requirement for a digital solution that that avoids complexities of technical integration to legacy systems yet ensures seamless communication between organisations involved in operating the CCAZ service.

In scope - A software as a service solution - A cloud based customer relationship management solution - Hosted in the United Kingdom data centre(s) - The SaaS solution has an authority to operate from either DFT or one of its Executive agencies - The SaaS solution has been integrated previously with Salesforce CRM (that is the solution used by our contact centre service provider).