Navigating the Software Selection Process: A Guide for Council Service Desk Teams

Choosing new software for your council’s service desk can feel a bit like skipping stones on a pond. The first decision you make sends ripples outward, affecting not only your immediate operations but also the long-term efficiency of your service desk, staff satisfaction, and the quality of services delivered to the public. We’re diving into the nitty-gritty of the software selection process for councils, including the reasons why many councils opt out of the tender process, how frameworks like G-Cloud streamline procurement, and how building relationships with vendors - like us at Sunrise - can make a world of difference when the time comes to select a new software solution.

We’ll also explore how corporate social responsibility (CSR) plays a role in your decision-making process. So, grab a cuppa, and let’s dive in!

The importance of building vendor relationships

As you will know, councils generally start exploring their options around a year before contract renewals. It’s the sweet spot where you have enough time to weigh your choices but aren’t quite feeling the pressure yet. At Sunrise, we like to spend that time getting to know you. Not in a “we’ll send you emails every day” kind of way, but in a “let’s have a chat about what your needs really are” kind of way.

Why is this important? Because building a relationship with a vendor early on means that when the time comes to renew or switch suppliers, you already know who we are, what we offer, and how we can fit seamlessly into your service desk. Vendor relationships are like insurance - you want to have that solid foundation in place before things get stressful. Plus, you get the added bonus of working with people you already know, who have established working partnerships with many councils throughout the country.

Key factors in your software selection process

When evaluating software suppliers, especially for something as integral as a service desk, councils need to consider several factors. We’re not just talking about price (though that’s certainly important), but a range of criteria that ensure you’re making the best decision for the long haul.

Here are some supplier evaluation criteria to keep in mind:

- Functionality – Does the software provide all the tools and features your team needs?

- Scalability – Can it grow with your organisation?

- Support and maintenance – What level of customer support is provided? Is the supplier responsive?

- Compliance – Does the software comply with public sector standards and regulations?

- Cost-effectiveness – Is it within your budget, not just now but for future renewals as well? And importantly, consider whether you are getting the value for what you pay?

By thoroughly evaluating these factors, you’re ensuring that the software you select is fit for purpose now and in the future.

Why councils avoid the traditional tender process

Let’s be honest - nobody gets excited about a tender process. It's like the world’s longest, least enjoyable obstacle course. There’s no denying that it’s time-consuming, resource-heavy, and filled with paperwork that seems to multiply every time you blink. Many councils are finding that there’s a simpler way to explore software options - enter the G-Cloud 13 framework.

Frameworks, like G-Cloud, allow councils to skip the tender circus altogether and select from pre-approved suppliers. And the best part is that Sunrise is part of the G-Cloud framework. This means we’ve been vetted, we’re trustworthy, and we’re ready to jump in to meet your needs. In fact, councils are increasingly looking for ways to ensure they spend less time in procurement limbo and more time finding a solution that works for them.

How do frameworks make things easier?

Using a framework is like the fast lane on a motorway when the other lanes are jammed with traffic. Instead of going through a lengthy tender process, councils can hop onto a framework, search for IT suppliers, and find software that meets their requirements. It can make the process quicker and easier, and importantly, it provides transparency - something every council craves when managing public funds.

So why is this framework so beneficial for council service desk teams? Here’s what it offers:

- Pre-approved suppliers – All vendors on G-Cloud are vetted by the government, meaning they meet the necessary standards for public sector procurement.

- Faster decision-making – Without the tender process, councils can focus more on evaluating the best-fit solution and less on wading through endless documentation.

- Cost-effective options – G-Cloud offers competitive pricing structures, with many suppliers offering tailored packages for public sector clients.

- Reduced procurement risk – The suppliers have a track record, and you can easily compare them based on the feedback and performance within the public sector.

Of course, we’re thrilled to be on the G-Cloud framework ourselves, meaning we’re here and ready to help your council’s service desk operate efficiently without the procurement headache.

Corporate social responsibility

As a council, your service to the public goes beyond efficiency - it’s about making ethical and sustainable choices. At Sunrise, we take corporate social responsibility seriously, from supporting employee well-being and diversity to our commitment to achieving carbon neutrality by 2030. We also actively uphold the Modern Slavery Act and foster equal opportunities within our workforce.

We know CSR is an important factor for councils when selecting suppliers, and we’re proud to align our values with yours. If you’d like to explore our full corporate social responsibility information, click here to learn more.

Why early engagement makes the difference

The software selection process for your council’s service desk doesn’t have to be a daunting task. With frameworks like G-Cloud making procurement simpler and the opportunity to build solid relationships with vendors like Sunrise, the process can be smooth, efficient, and (dare we say) enjoyable.

Remember, start your search early, evaluate suppliers based on clear criteria, and don’t overlook the importance of CSR. By doing this, you’ll set your council service desk up for long-term success with a solution that truly meets your needs.

For more information on how Sunrise can help your council service desk team, check out our solution for the public sector. If you’re ready to have a conversation, we’re just a phone call away.