SugarCRM Development and Support Services

The LGMA entered into a contract with Provident CRM for the provision of SugarCRM Development & Support Services with an significant investment in a Sugar CRM Enterprise on premise solution. The project deliverables included a single cross-sector service centre that would communicate with multiple authorities and organisational tiers. The initial scope was to facilitate numerous system integrations, enabling each local authority to connect the data from their existing planning and document management systems to a central CRM solution. Given the complex nature of assessing 31 individual operating systems and activities and onboarding (security integrations, MOUs, etc) in addition to the need for the development and delivery of bespoke aspects of the CRM the initial phase of the project timescale has over run. The intention in 2025 was to proceed to market with a full procurement competition for Sugar CRM support services for the next 4-year period on completion of the contract term with Provident CRM. However, the current phase of the project is still not fully complete, at present there are 28 Local Authorities live and operational with a further 3 to onboard. It is therefore critical for business continuity and to ensure there is no disruption to the current functioning Local Authorities applications that we conclude the project with the current providers for a period of 1 year to facilitate business continuity, successful project conclusion and allow sufficient timescales to execute a full procurement competition to include any potential transition periods for suppliers.