CRM System

Aim of the service delivery

2.1 The Service Provider will be required to provide:

• A customer relationship management system (CRM) to enable Connect to Work Participants to be tracked individually on their journey through the Programme, monitor the performance of Delivery Partners, generate templates, and reporting

• The ability to export all data to .CSV and/or Excel files in the required format and structure for DWP and York and North Yorkshire Combined Authority requirements

• Setup and administrative support to meet agreed go-live dates

• Onboarding, staff training, including to in-house Management Staff and external Delivery Partners, on use of the system

• Licenses and accounts to enable Management Staff and Delivery Partners to access the system input Participant details, create reports and export reports - for Management Staff both within the York and North Yorkshire Combined Authority working on internal IT systems and hardware, and those Delivery Partners that are external and outside of regional and local government IT infrastructure

o Expected to be between 30 and 70 Licenses dependent on cost, see below for current per-year expectations:

 Year 1: 30

 Year 2: 40

 Year 3: 70

 Year 4: 70

 Year 5: 30

 Extension year if realized to be confirmed

• Changes and adaptation to the system in line with any mandated or recommended changes from DWP over the course of the contract

• Ongoing service, technical support, access and administration, and up-time requirements as agreed within the final contract