Local Government NSW (LGNSW) is the peak organisation that represents the interests of NSW general and special purpose councils. LGNSW aims to strengthen and protect an effective, democratic system of local government across NSW by supporting and advocating on behalf of member councils and delivering a range of relevant, quality services. These services include:

  • Industrial Relations
  • Learning and Event Management
  • Legal Advice
  • Mentoring and Councillor Support
  • Local Government Procurement
  • Grant Management

Business Challenge

LGNSW was looking to replace their numerous databases and disparate systems with a fully integrated Customer Relationship Management System (CRM) to support an improved customer experience, reduce manual processes and duplication of data entry, improve workflow efficiencies and provide reliable and accurate information management and reporting to the Senior Management Team and Executive. 

CRM Evaluation Results

CMC was engaged to conduct an independent Evaluation and Selection Process to determine which CRM solution would best support the business moving forward. CMC facilitated workshops with the business to document LGNSW’s Key Business Scenarios.

CMC then project managed the Requirements Definition, RFP Process,  Vendor Presentations and Due Diligence and provided technical advice to support the decision making process.

A Vendor Selection Report was prepared for the Executive. The project was completed on budget and the organisation  proceeded to Design and Implementation with the preferred Vendor. CMC has continued to be engaged to provide Strategic CIO Advisory and Project Management for the implementation.

We were very happy with CMC and really appreciated the knowledge and experience that they provided throughout the CRM Evaluation & Implementation Process

Bruce Morcombe - Manager, Finance and AdministrationLocal Government NSW