This opportunity is closed for applications

The deadline was Thursday 24 September 2020
LB Tower Hamlets

CRM project manager

26 Incomplete applications

24 SME, 2 large

29 Completed applications

28 SME, 1 large

Important dates

Thursday 10 September 2020
Deadline for asking questions
Thursday 17 September 2020 at 11:59pm GMT
Closing date for applications
Thursday 24 September 2020 at 11:59pm GMT


Specialist role
Programme manager
Summary of the work
Overall implementation and delivery of the CRM application.
Overall implementation of systems integration for CRM application
Management of CRM application stakeholders across the Council
Development and maintenance of the CRM Project Plan, RAIDS
Management of assigned resource and budget
Liaison and influence project team to deliver to plan
Latest start date
Monday 19 October 2020
Expected contract length
18 months
Organisation the work is for
LB Tower Hamlets
Maximum day rate

About the work

Early market engagement
Who the specialist will work with
London Borough of Tower Hamlets staff as follows: The Senior Responsible Officer, the Digital Portfolio Manager, IT Service Generally, the Divisional Director of IT, and the Digital Team. As well as Transformation Business Analysts, and the chosen supplier.
What the specialist will work on
The CRM Project will be delivered across the Council and will include process design through to implementation, testing and training, transition to Go Live and hand back to BAU. The CRM Project Manager will be responsible for the end to end delivery of the CRM application in terms of time, cost, quality and benefits.
Reporting to the Divisional Director, Customer Services the CRM Project Manager will act as the main focal point for CRM within the Digital Portfolio. The CRM Project Manager must be able to develop relationships with all key stakeholders.

Work setup

Address where the work will take place
Generally at the London Borough of Tower Hamlets
Town Hall, Mulberry Place
5 Clove Crescent
London E14 2BG

although home working is preferred at the moment.
Working arrangements
Contracted hours 9am 5pm Monday to Friday.
Security clearance

Additional information

Additional terms and conditions
We will use Standard contract

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • • Extensive experience in leading CRM project delivery within complex organisations
  • • Significant experience of managing complex data and CRM projects
  • System integration/interface delivery experience
  • • An in depth understanding of all aspects of CRM and CRM delivery
  • Expert in multiple project and programme management approaches / methodologies including Waterfall, Agile and Theory of Change
  • • Extensive knowledge of a range of quality, performance and project management tools and techniques eg estimation, planning and benefit mapping
  • • Extensive knowledge of business analysis and requirements gathering using a range of quality business analysis tools and methodologies
  • • Demonstrable experience of initiating and leading complex CRM projects with significant change management elements within a large, political, organisation.
  • • Recognised formal practitioner qualifications in project and programme management or similar by experience (e.g. MSP, APM, Agile PM, DSDM PRINCE2, certified change management or equivalent).
  • • Extensive experience of dealing with managers and staff at all levels and across organisational boundaries; building relationships in order to achieve agreed objectives.
  • • Advanced IT skills in relation to Word, PowerPoint, Excel, MS Project, Visio or other project tools
Nice-to-have skills and experience
  • • Experience of working in a politically sensitive environment.
  • • Demonstrate a high degree of self-motivation, resourcefulness and flexibility with a pro-active approach to problem solving
  • • Proven ability to motivate others and take teams ‘with them’ on a change journey
  • • Able to lead a matrix managed team and provide support and constructive challenge to senior colleagues.
  • Proven ability of bringing creative solutions to problems
  • • Able to present complex issues clearly and concisely, both orally and in writing, and to develop appropriate promotional material.
  • • Has excellent presentation skills and is able to express self clearly, develop powerful arguments and communicate effectively to a wide range of audiences

How suppliers will be evaluated

All suppliers will be asked to provide a work history.

How many specialists to evaluate
Cultural fit criteria
  • • Be transparent and collaborative when making decisions.
  • • Take responsibility for their work and measure progress by what you deliver.
  • • Share knowledge and experience with other team members.
  • • Get a working product in the hands of users early and often.
Additional assessment methods
  • Reference
  • Interview
  • Scenario or test
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. What is the budget for this task?
the budget for this task is around £120,000 over the period of the contract.
2. Is there a current incumbent?
There is no current incumbent
3. Is there a specific CRM technology already selected for a solution or is there a selection of possible CRM solutions still to be decided upon?
A specific solution has already been selected for the CRM system solution.
4. What is the IR35 status?
IR35 status is not relevant as the individual will be on the Council's payroll.
5. Are there any third party suppliers involved in the provision of the CRM?
Yes, the provider of the CRM solution.
6. Please could you confirm which CRM product you would be deploying.
Firmstep Customer Experience Platform
7. Has the CRM partner been chosen at this stage? If not what stage, i.e. bid stage or progressed past this?
The partner has been selected and the contract has been let.
8. Has the overall CRM package / basic solution been chosen? If not what stage, i.e. bid stage or progressed past this?
Yes and the contract has been awarded
9. Please kindly confirm security clearance required (assuming BPSS)
No security clearance is required for this role
10. We understand that it wouldn’t be in the council’s interests to have a Project Manager potentially managing an implementation partner from the same organisation, as you would want sufficient checks and balances in place to ensure successful delivery. To enable us to determine whether to bid for the PM role, please can you advise if following this appointment there is likely to be an exercise to bring a provider on board for the software solution and delivery?
The CRM provider has already been appointed.
11. Are you looking for experience with a specific CRM? If so, which?
We will be implementing the Granicus/Firmstep platform – experience of this platform would be useful but not essential
12. Do you have an indicative day rate budget for this role please?
We estimate that 440 days for this work, therefore the day rate will be £272.
13. What is the total number of users this will be delivered to and across how many sites / departments – a general indication?
The CRM solution will touch on all customer interactions with the Council but for Phase 1 will be Corporate Contact Centre, Pest Control, Planning and Building Control and Highways with more services gradually coming online from Phase 1-3. There is a CRM roadmap which covers the next 18 months.
14. A rough idea of estimated budget – in terms of delivery of the solution.
We estimate about £60K per annum (or £120 for the whole project).
15. Is it planned that a degree of existing internal resources will be assigned to the project?
Affected services and the customer service team will be supporting the project, but the reason a project manager is sought is that these resources will have to attend to duties related to their primary duties and the council wants a dedicated resource for the project
16. What is the user base of this CRM solution?
All services that interact with customers to support the Council’s vision of the ‘single view of the customer’
17. Please can you provide further detail on other technologies / systems that the CRM solution must integrate with?
The system is intended to integrate with the council’s front end applications, covering all of the council’s functions such as parking, planning, pest control and other services.
18. Is this a Part-time or Full-time contract? Following up on your response regarding an IR35 question. If the successful resource will be on the Council's payroll. Does this mean you are looking to offer an FTC where you will make PAYE deductions and offer employment benefits for the 18 months with a budget of £120K?
19. Could you kindly clarify if you are looking for a specialist that will be provided by a consultancy on a day rate on a contract for services basis as opposed to a "contract of services".
We are looking for a contract for services
20. There are many CRM solutions for many different business purposes, please can you confirm the technology of the CRM Solution and what are the primary reasons for the implementation
The council is using the Firmstep solution. The council is looking to place more of its transactions and activities with its customer's online.