Security Industry Authority awards Tata £13 million CRM contract

The Security Industry Authority (SIA) has awarded a five-year contract worth £13 million to Tata Consultancy Services, to provide a customer relationship management and case management system.

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The Security Industry Authority (SIA) has awarded a five-year contract worth £13 million to Tata Consultancy Services, to provide a customer relationship management and case management system.

The SIA licenses the private security industry in the UK, including security agencies and their staff who work at pubs, nightclubs, football grounds, music events and other venues. 

According to analysts at TechMarketView, Tata will replace Liverpool Direct Limited (LDL), a joint venture between BT and Liverpool City Council, which has held the contract since 2007.

Tata will be responsible for designing, building, implementing, testing and managing the systems required.

Over a third of the work will be sub-contracted to another unnamed provider, according to a contract award notice, with this element being in hosted services.

The systems will support contact with licensees, the public and other government agencies, and support all elements of SIA compliance procedures.

In addition, Tata will provide a technical helpdesk for internal and external users. Tata will also have to manage the migration from existing technology suppliers, including data migration.

The new services from Tata are planned to commence at the end of June 2014.

SIA director of service delivery Stephen McCormick said: "The new services that TCS will provide will streamline our processes, making them simpler to use, and will encourage industry self-service."

Georgina O’Toole, analyst at TechMarketView, said: “This contract makes perfect sense for Tata in light of the opening of its Liverpool delivery centre in February this year and its existing contract with DBS (Disclosure & Barring Service). 

“TCS has been using the Liverpool facility to deliver services to the Home Office under its contract to manage the technology needs and support services of DBS. But with a 300-person capacity, there was scope for further contracts to be delivered from the IL3-accredited centre.”

She added: “TCS’s director of public sector UK, Damien Venkatasamy, had been keen to identify deals involving some kind of re-platforming and service transformation. And the DBS platform had scope to be extended to run other types of checking service across UK government.”

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