Challenge
The Data Hub is a self-built customer relationship management system (CRM) used by The Department for Business and Trade (DBT). As a data platform it provides:
- the department with a single view of all the companies they work with
- help for UK businesses find new export markets and expand existing ones
- support for businesses from across the globe looking to invest in the UK
As a learning organisation DBT wanted to review how the Data Hub meets its changing needs. With a goal to provide the best possible service, DBT also wanted to explore future design requirements for the data platform.
Our approach
Together with the Digital Data and Technology and Implementation Unit team we set out to create a report on the Data Hub. This paper narrowed the direction of travel down to 3 options, including:
- continuing with Data Hub as it is
- moving to a Salesforce or Dynamics alternative
- developing a new approach that brings together the best features of the Data Hub, Salesforce and other CRMs
We knew we wanted to first find out what was working well with the current data platform and what was performing not so well. Supported by user and market research, we set out to interview DBT teams worldwide using different CRM systems. Next up we spoke to other government departments, agencies and local authorities. This helped us understand their experiences of running a CRM system like Salesforce or Dynamics – the good, the bad and the ugly.
When creating the report it was important we balanced both buy and build options. So all this research helped us run a comparative analysis that included examples of startup and run costs for different options. However, we also made sure to include 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!
James Bowler
Permanent Secretary, the Department for International Trade
Results we achieved together
Supported by Digital Data and Technology leaders and the Implementation Unit strategy team we developed an in-depth report that included:
- a strategic and economic analysis
- workshops with senior civil servants
- policy recommendations and insights into CRM options
- detailed assessments of key strategic benefits or costs of each option
We’re delighted that the report was presented to DBT’s executive committee, setting out the options for a way forward that would improve all user experiences.
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