Issue details

A report seeking approval to a revised implementation plan and timetable for the new Housing Management System (CX) for Homes and Neighbourhoods. The revised plan is seeking approval for additional budget of £1,279,603 for the preferred option to be delivered within an 18 month period with best endeavours to complete within 12 months. The two options proposed by officers are:

Option One: Continue to implement Civica Cx (extending project by 12 months to approx. November/December 2024). Total cost: £965,990.82.

Option Two: (Preferred) Continue to implement Civica Cx (extending project by 18 months to approx. May/June 2024). Total cost: £1,279,602.82.

Officers have consulted with the Homes and Neighbourhoods Improvement Board (HNIB) in relation to the options identified within the stocktake. HNIB also includes the Chair of the Tenant Voice Panel. All parties believed officers should not continue to explore procuring an alternative IT system, and that it would be preferable for Option Two to be progressed.

The HNIB has nominated a Board member as a 'critical friend’ for this project who continues to provide officers with on-going support and advice.

As part of the review, officers have consulted with several organisations (including other Local Authorities and Housing Associations) to gather their feedback and experience in relation to the implementation of Cx and continue to engage with some of these to share learning and best practice.