DD2192 London Assembly Case Management System

Type of decision: 
Director's decision
Date signed: 
18 December 2017
Decision by: 
Ed Williams, Executive Director of Assembly Secretariat

Executive summary

The London Assembly Members receive a high volume of correspondence & casework per month. The management of this correspondence currently varies between the different party group offices. It has become evident that a more consistent, digitalised approach to the management of casework could be highly beneficial in assisting Members to have better management of their casework, the ability to produce pro-active correspondence and also maintain accurate records and statistics of interactions with their constituents. 

This decision requests approval to procure and implement a Case Management System up to the value of £81,000 over a 5-year period to provide Assembly Members and their support staff with digital tools to manage casework and communications.


That the Executive Director of Secretariat approves: 

1.    Expenditure of up to a maximum of £68,000 over a 5-year period (minimum 12-month term with the option to extend for a further 4 years) on a Software as a Service (SaaS) based Case Management System and related services and supplies.

2.    Expenditure of up to £13,000 on the one-off project management services provided via the GLA’s Technology Group. 

Part 1: Non-confidential facts and advice

Introduction and background

1.1    The 25 London Assembly Members who hold the Mayor of London to account over policy, decisions, action and budget matters are routinely contacted by a wide range of constituents, stakeholders and organisations who seek their support for resolution of a range of questions, comments, complaints and requests for information. These issues or ‘Cases’ take a significant amount of tracking and action in order to successfully progress them to resolution and to liaise effectively with constituents.

1.2    Following discussion with the Assembly’s party groups, the Assembly Secretariat would like to implement a new case Management solution to replace a mixture of existing localised approaches that varies by Assembly Member and/or political party. In seeking to centralise and provide a uniform approach to the management of cases, a solution is required that is intuitive, easy to use, efficient and captures all forms of information and activity on each Case within the system.

1.3    Approval for a Case Management System has been given previously – via DD277 in 2010. This   system was not fully implemented as the WriteON system was not compatible with the required security model for Assembly Members correspondence at user testing stage. 

1.4    Recent market testing for systems that met the requirements, are cloud based rather than requiring integration with the GLA IT estate and offered value for money led to the identification of three suitable Software as a Service solutions. These solutions met the specific security requirements, accessibility needs and were compatible with the GLA’s ‘digital first’ agenda.

1.5    It is proposed to enter a contract with the most suitable Supplier on a 1 + 4-year basis. First year costs, including set up and training will be in the region of £18,200, with subsequent years expected to be c. £12,000 per annum. 

Objectives and expected outcomes

2.1    Procurement of a suitable solution via an existing TfL Reseller Framework to allow swift implementation.  It is anticipated that the solution should be ready for users to be trained by the start of the 2018-19 municipal year.  Implementation of a suitable Case Management System will allow a consistent approach to the management of constituent communications, improve the ability for pro-active communication from Assembly Members and importantly provide a centralised tool which provides consistent tracking, reporting and analysis of data. 


Equality comments

3.1    There are no implications or impact arising from this on groups with protected characteristics. 


Other considerations

a)    key risks and issues
The main risks identified to date are;
(i)    ensuring compliance with data protection requirements, particularly in relation to handling electoral roll data,
(ii)    ensuring that the system is fully functional within the GLA IT environment (given past problems with this project) 
(iii)    ensuring a high level of engagement with the system on the part of staff in the Assembly’s party group teams. 

These risks are being managed through significant & ongoing liaison with the Information Governance and IT teams, and through the managers and ‘champions’ in the relevant teams.

 b) links to Mayoral strategies and priorities 

The efficient management of external correspondence is both a duty and a priority for the Greater London Authority (London Assembly and Mayor jointly). 

c) impact assessments and consultations.

There has been consultation with

•    Unit and Team Managers in Assembly and Secretariat 
•    Heads of Office and colleagues in Political Groups 
•    Technology Group
•    Information Governance team

Financial comments

5.1        Approval is being sought to undertake expenditure of up to £81,000 on a more compatible case management system for the London Assembly and the project management of its implementation.

5.2    The expenditure will occur over 5 financial years in which the first years cost will be £18,000 for the system and £13,000 for one-off project management services.   The remaining £50,000 will be split over the subsequent period.

5.3    The expenditure of up to £13,000 for one-off Project Management services provided via the GLA’s Technology Group, to be covered by the Committee Services budget. 

5.4    This expenditure will be met by the Assembly and Secretariat budget and split between the Labour Group and Conservative Group. The Committee Services budget will cover the contribution for the smaller political groups and all project management costs for the implementation of the system. The breakdown is as follows:

Financial Year


Labour Group


Conservative Group Contribution

Committee Services Contribution

Total £































Total £






Planned delivery approach and next steps




Procurement of contract [for externally delivered projects]

December 2017

Announcement [if applicable]


Delivery Start Date [for project proposals]

31 January 2018

Final evaluation start and finish (self/external) [delete as applicable]:


Delivery End Date [for project proposals]

27 April 2018

Project Closure: [for project proposals]

30 April 2018


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