Blackburn with Darwen · Awarded contract

Awarded

Award of Digital Customer Portal and CRM Replacement to Abavus Ltd by Blackburn with Darwen

Awarded 22 Mar 2020

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Awarded22 Mar 2020

Value£10,000,000.00

SupplierAbavus Ltd

AgencyBlackburn with Darwen

RegionNorth West

CategoryIT & Software

Expires in 3y 5mo10y term, 66% elapsed

Awarded 22 Mar 2020Expires 21 Mar 2030

About

Blackburn with Darwen awarded a contract to Abavus Ltd for the replacement of its Customer Contact Portal with a Digital Customer Platform/CRM.

The project's first phase involves replacing and improving 91 integrated and non-integrated forms and 23 workflow processes for the Customer Services and Environment Departments.

Further phases include replacing and improving 31 forms, PDFs, and emails currently outside the portal with online forms and automated processes.

The system will integrate with back-office systems to provide a seamless customer journey for reporting problems, requesting services, paying for services, booking services, and checking progress through a single system and account login.

The replacement system is required to be easy to use, enabling Business Departments to make local form and process changes to support the council's growth as a Digital Authority.

The contract value is £10,000,000.

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