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Scottish Borders raises red flag on customer portal

18/09/17

Council tells prime contractor to end deal with Agilisys in Digital Customer Access project

Scottish Borders Council has pulled back on part of its digital transformation programme, calling a halt to work on the development of a new customer portal and the replacement of Agilisys as the supplier.

Piece being lifted out of jigsaw puzzlyIt has confirmed that it has told its prime contractor, CGI, to find a new solution; but has also said that other elements of the programme are on course.

This follows reports in the local press that there have also been problems with the use of the Business World ERP system in the council.

A Scottish Borders Council spokesperson said: “The council has requested that its IT partner CGI terminates its contract with Agilisys, a third party supplier, following Agilisys’ failure to meet key milestones in the Digital Customer Access project to develop new and improved digital services for customers.

“The council will work with CGI to identify a new solution to achieve the project objectives.

“This is a commercial decision which does not in any way affect the council’s contract with CGI or the delivery of any other projects, including the Business World internal system, as part of the digital transformation programme, which continues to progress well and deliver significant benefits to the council and local communities.”

Delays and problems

The statement has come after reports of delays in the development of the customer portal, and of problems in managing payments to suppliers with the Business World system. The Border Telegraph reported on a council officer telling the council’s executive committee that since the implementation of Business World in April the percentage of supplier payments made on time has fallen from 90% to 79%.

A council spokesperson told the Telegraph that there has been no significant failure with the system.

The customer access portal was scheduled to go live in April of next year, initially providing a channel for transactions on council tax, housing benefit and environmental reporting.

Last year Scottish Borders made a long term commitment to working with CGI as its prime contractor in a 13-year deal valued at £92 million. It has involved the transfer of 49 IT staff and plans for the creation of a Scottish ICT Delivery Centre of Excellence.

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