Security Industry Authority seeks £27m CRM system

The Security Industry Authority (SIA), the body that manages the licencing of the private security industry, is looking for an IT service provider to implement a customer relationship and case management solution to support the delivery of its end-to-end processes.

It will be required to support business licensing, individual registration, compliance, enforcement, intelligence and customer services.

The contract will run for a minimum of five years, with the option to extend it for a further two years, and could reach between £10 million and £27 million.

It is expected that the chosen provider will develop, build and continuously improve the solution, which will require enabling interfaces with information partners, such as the Criminal Records Bureau (CRB) and Identity and Passport Service.

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A portal will also be built that will enable customers and stakeholders to transact with the regulator online, which will be the primary channel for communication. However, it should also support email, phone, interactive voice response and text messaging.

This contract will replace one held with BT, via Liverpool Direct Limited, where it provides call centre support to SIA, which it secured in November 2007.

SIA estimates that formal procurement will commence before the end of July.