> ## Content Index
> Fetch the complete content index at: https://www.ipswich.co.uk/llms.txt
> Use this file to discover other available public pages before exploring further.

# Council awards £150,000 contract for new customer service system
- URL: https://www.ipswich.co.uk/council-awards-150k-contract-for-new-customer-service-system/
- Published: 2024-10-15T07:20:32.000Z
- Updated: 2026-03-16T15:32:54.000Z
- Description: Ipswich Borough Council has awarded a £150,495 contract to Granicus for a new Customer Relationship Management (CRM) system. The three-year deal aims to improve customer service and streamline processes across council services.
- Author: Oliver Rouane-Williams
- Tags: News, Councils, #article, Ipswich Borough Council, #Import 2026-03-16 14:46

**Why it matters:** The new system will support the My Ipswich portal, which currently has 60,080 registered users. It's designed to make council services more responsive and efficient for residents.

**The big picture:** The council's decision follows a review of industry-leading providers through the government's G-Cloud framework, which offers access to over 25,000 cloud-based services.

**Key details:**

- The contract starts on 1 October 2024 and runs for three years
- It includes a 30-day cancellation option at any point
- It replaces the current CRM system implemented in 2014
- The cost will be covered by the existing core service budget

**What they're saying:** The council states the new system will help "achieve and maintain excellent services that are responsive to customer needs, easy to access and represent good value."

**Between the lines:** The cloud-based system will power internal dashboards, processes, and forms across all council services.

**What's next:** The new CRM system will go live on 1 October 2024\. In the coming months, residents may see changes to how they interact with council services online.

### Independent local journalism is expensive to produce

It's free for you to read thanks to the generous support of our partners.