Council Services Platform

The Council require a single, modular enterprise cloud platform to support all Salisbury City Council service areas and functions, not limited to any one department. The solution has to be capable of being configured and rolled out across the organisation in phases, while maintaining a consistent data model, user management, reporting and governance.

The platform has to be capable of supporting end-to-end processes across all Council service areas, including but not limited to Customer Services and Contact Centre functions (such as enquiries, requests, complaints and communications), Parks, Open Spaces, Play Areas, Trees and Grounds Maintenance, Inspections, Compliance and Health & Safety activities (including vehicle and equipment checks where applicable), Asset Management, Task Management, Works Orders and Maintenance, Crematorium and Bereavement Services (including bookings, tasks, payments and record management), Allotments, Grants and Funding administration (covering applications, assessments, scoring, approvals, agreements, payments, monitoring and reporting), Markets, Street Trading and Events, Facilities and Venue Bookings (including halls, rooms, pitches and other council assets available for hire), Licensing and permission-based workflows, FOI, SAR, EIR and Complaints processes where required, Payments and Income Collection through integrated payment solutions, and Internal Service Requests where the Council chooses to operate the platform as a service desk.

The platform must also provide a comprehensive audit trail across all modules and service workflows, recording as a minimum the user identity, timestamp, action or event undertaken, and the associated record or context. The audit trail must capture the full lifecycle of records, including creation, amendments, status changes, assignments, approvals, closures and controlled deletions. It must also record inspection evidence, including completed forms, photographs and attachments, outcomes, findings and any actions taken, as well as task and works order lifecycle activity, including findings recorded for monitoring purposes only. The system must maintain a complete history of enquiry and case communications, covering both inbound and outbound correspondence, and where payment functionality is utilised, record payment events and their linkage to the relevant case, service or transaction. In addition, the platform must log integration and web service events, including successful and failed transactions. All audit information must be readily reportable and exportable to support operational assurance, compliance monitoring, evidential requirements, and both internal and external audit activities.