Historical Resolution Tracking Feature » CRM Implementation Project

Important note: The explanatory text provided through this database (including the summary, implementation actions, identification of related resolutions, and additional information) is an interpretation or an explanation that has no official authority and does not represent the purpose behind the Board actions, nor does any explanations or interpretations modify or override the Resolutions themselves. Resolutions can only be modified through further act of the ICANN Board.

CRM Implementation Project

Resolution of the ICANN Board

Topic:

Customer Relationship Management (CRM) Implementation

Summary:

Board authorizes the President, Generic Domains Division to enter into one or more agreements, and make all disbursements required under the agreement(s), for the necessary CRM implementation work to support the upcoming phases of the New gTLD Program, including contracting and pre-delegation testing.

Category:

Administration and Budget

Meeting Date:

Wed, 17 Jul 2013

Resolution Number:

2013.07.17.07 – 2013.07.17.08

URL for Resolution:

http://www.icann.org/en/groups/board/documents/resolutions-17jul13-en.htm

Resolution Text:

Whereas, ICANN has successfully completed a pilot program for Customer Relationship Management (CRM) implementation on the salesforce.com platform to support New gTLD Program operational activities, and is now prepared to begun full implementation. Whereas, because the estimated fees for this implementation work exceed $500,000 [Resolution redacted], ICANN Board authorization is required. Resolved (2013.07.13.07), the ICANN Board authorizes the President, Generic Domains Division to enter into one or more agreements, and make all disbursements required under the agreement(s), for the necessary CRM implementation work to support the upcoming phases of the New gTLD Program, including contracting and pre-delegation testing. Resolved (2013.07.13.08), the Board directs that pursuant to Article III, Section 5.2 of the ICANN Bylaws, portions of this resolution, the rationale and the Board briefing materials be kept confidential until the President, Generic Domains Division, determines that the confidential information can be made public.

Rationale for Resolution:

In order to support the effective and efficient continued operations of the New gTLD Program, program management has determined that it is necessary to migrate from the TLD Application System (TAS) to a more robust, flexible and configurable Operations platform. New gTLD Program management, working with IT, has evaluated multiple options and selected Salesforce.com as the Customer Relationship Management (CRM) and operations platform. The team piloted the platform to prove that it is a viable operational solution. In order to utilize the Saleforce.com platform for phases of the New gTLD Program beyond Initial Evaluation, additional systematic capabilities are required to be designed, developed and deployed. A project has been scoped, and preliminary design begun to implement these new system capabilities including, Extended Evaluation, Contracting, Pre-Delegation Testing, Community Priority Evaluations and Auctions. The New gTLD Program Committee is approving this expenditure because the project is estimated to exceed $500,000 [Resolution redacted]. This action is not expected to have an impact on financial or other resources of ICANN that are not already anticipated. This action is not expected to have an impact on the security, stability or resiliency of the domain name system, though the outcomes of this work may result in positive impacts.