Council abandons IT project after years of delays

The IT project's launch had been delayed five times before it was suspended then abandoned

A council has decided not to proceed with a major IT upgrade after the project was beset with problems and delays.

Norwich City Council has now agreed compensation from the contractor, Civica, over the failed implementation.

It had spent years trying to implement a cloud-based version of a workflow management tool covering benefits, council tax, revenues, business rates and housing.

Both parties would not disclose the amount paid by Civica, citing commercial confidentiality.

Councillors received an email confirming the settlement had "reached satisfactory agreement on project costs".

The council currently uses a Civica system known as W2/Digital360, which is desktop-based.

It was due to be replaced by an upgraded version known as W3 with the project completion date initially set for 2023.

Norwich City Council has agreed undisclosed compensation from the contractor, Civica

Progress reports released under the Freedom of Information Act revealed a catalogue of setbacks as staff and contractors struggled with technical issues and problems migrating data.

"The system has had stability issues," according to one report, which continued: "Whilst issues have been fixed, other issues appear."

The BBC revealed in April that the project had been suspended.

The council's contract register showed £1.3m was to be paid to Civica for the "contact manager, workflow and document management system" but the authority clarified that the W3 project cost was only part of the overall figure.

The email to councillors stated: "After a thorough period of evaluation and dialogue, both Norwich City Council and Civica have mutually agreed not to proceed with the W3 upgrade".

It added that the workforce would not experience any changes owing to the retention of the old system.

'Culture of secrecy'

Green Councillor Alex Catt described the situation as "shocking, but no surprise".

He criticised the decision not to disclose the amount of compensation agreed in the settlement.

"This is just another example of the same culture of secrecy and poor political leadership that has contributed to the collapse of Lion Homes, the council-owned house builder - and millions of overspending on agency staffing in recent years," he said.

The city council is currently under Labour control.

Green councillor Alex Catt said the decision to abandon the project was "shocking but not a surprise"

In a joint statement, the council and Civica said: "Norwich City Council and Civica UK Limited have maintained a strong and collaborative relationship since 2002.

"Following careful consideration, both parties have mutually agreed not to move forward with the W3 product upgrade at this time.

"The Council will continue to use Civica W2, which remains fully supported by Civica.

"Civica will also continue to provide a range of other services to the council, and both parties remain committed to maintaining their positive working partnership."