Legal Case Management System

Tender description

The Authority seeks to procure a comprehensive Cloud‑based Legal Case Management System (LCMS) to support the full breadth of its legal services, including adult and children’s social care, litigation, property, planning, governance, employment, education, procurement, and debt recovery. The System must replace the current IKEN Desktop solution, ensuring secure, modern, and efficient digital case management, with no reliance on paper files. The LCMS must deliver robust functionality covering case management, time recording, document management and bundling, workflows, billing, reporting, and integrations where required. It must meet all mandatory functional and technical requirements, including adherence to ITIL change management, ISO 20000, UK GDPR, and the Authority’s security standards. A full test/UAT environment, daily backups, and 24/7/365 system availability (99.5%) are essential. The Supplier will provide full implementation services including configuration, data migration, training, project management, and ongoing hosting, support and maintenance. Training must be delivered virtually to super users and wider staff, with recorded sessions and comprehensive training materials provided. The Supplier must offer a named project manager, service desk, account management, regular reporting, and comply with SLA and KPI performance measures. The contract includes options to purchase additional Professional Days and Training Days. The Supplier must support social value priorities, environmental sustainability, and provide annual carbon emissions data. A detailed Exit Plan and full data export capability are required to ensure smooth transition at end of contract. This procurement aims to deliver a resilient, secure, and forward‑looking LCMS that enables the Authority to meet its statutory obligations and improve service efficiency.