Sydney Water has put out a tender looking for a two-year support service for its troubled Siebel customer relationship management (CRM) system.
The successful tenderer must have implemented the Siebel 8.0 CRM system in the last three years, and must have had experience in providing support for that system. The successful tenderer will also need to be able to provide on-site support to Sydney Water within four hours, according to the tender documents released yesterday.
The implementation of Sydney Water's Siebel system has been far from smooth. In November last year, the NSW Auditor-General Peter Achterstraat released a report that said the Siebel system was "expected to cost $55 million, more than double original budget of $21 million and one-and-a-half years behind schedule".
The cost blow-out was blamed in part due to the costs of hiring external system integrators, which was higher than the utility had expected.
"The budget for this stage of the project was found to be inadequate after receiving quotes from prospective service providers," the report said.
The system is not expected to be fully implemented until February 2011.