Decision details

Approval to proceed with an award of contract for the provision of a case management platform for the council's Bereavement Services function to the preferred supplier, GSS (NI) Ltd

Bereavement Services currently use a bespoke software system HOGE 100. The system is used to process and store data for burials and cremations, with bookings facilitated via phone calls and processed manually on a paper booking board/diary. All related forms are compiled manually, with the majority in written format which is a huge resource drain for the service.

It is recognised that the service needs the right technology to make it easy for our clients to transact with us, and for our staff to have access to the right tools and technology. without investment in new technology, it will be extremely difficult to modernise and significantly improve the service through:
- increased channel shift through more online service provision
- improved user experience (UX) for clients and staff
- improved records management
- increased process automation to reduce back-office administration
- efficient work item management
- commercial opportunity

Exercises to understand the current technology landscape have recently been undertaken with demonstrations from three sector leading system suppliers. The initial soft market testing has identified a suitable cloud-based (SaaS) system, PlotBox, which it is believed would deliver an excellent solution for the service area.

A procurement exercise via the G-Cloud 13 (RM1557.13) framework has taken place and following an evaluation process in accordance with the framework guidance, PlotBox was selected. This decision notice provides the relevant authority to enter in the relevant contract with GSS (NI) for the delivery of PlotBox.

The council considered developing a solution in-house. However, the size and complexity of the scope when compared against the existing resources, skills and capabilities it was determined that contracting with a sector leading solution provider would be lower risk and would provide the best value for money for the council.

The council also considered not proceeding with the project however this was rejected because the project outcomes are a fundamental part of the Corporate Plan 2023 to 2027.