A strategic data platform review with the Department for Business and Trade
Working closely with the Department for Business and Trade to review their Data Hub, a self-built customer relationship management system.
The project
Data Hub is a self-built customer relationship management system (CRM) used by The Department for Business and Trade (DBT). The data platform gives the department a single view of all the companies they work with. It also helps UK businesses find new export markets, expand existing ones and supports international businesses to invest in the UK.
As part of the Export and Investment Transformation programmes, DBT wanted to review its current CRM needs. It also wanted to explore future design requirements for the data platform and how to deliver them.
Our approach
Working closely with the Digital Data and Technology and Implementation Unit teams, we wrote a detailed report. This explored different CRM options, including:
- continuing with Data Hub as is
- moving to Salesforce or Dynamics solution
- developing a new approach that brings together features of Data Hub, Salesforce and other CRM systems
Supported by user and market research, we interviewed DBT teams worldwide that are using different CRM systems. We also spoke to other government departments, agencies and local authorities to understand their experiences of running a CRM system such as Salesforce or Dynamics. This helped us run a comparative analysis that included examples of start up and run costs for different options.
When creating the report it was important we balanced both buy and build options. But we also included a modular build option that brings together different CRM systems into the existing Data Hub.
“This is a complex issue. Your team’s paper and all the underpinning work enabled the committee to have a productive discussion and move this issue forward. Many executive committee members commented on the quality of the work – do keep it up!”
The results
Supported by senior DDaT leaders, we worked closely with the Implementation Unit strategy team to develop a report. It included a strategic and economic analysis as well as workshops with senior civil servants. The report was then presented to DBT’s executive committee (ExCo), setting out the options a way forward.
Our report delivered policy recommendations and insights into the various options DBT could take. We provided detailed assessments of key strategic benefits or costs of each option.
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