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ICANN Resolutions » Approval for Contracting and Disbursement for CRM Platform Enhancement

Important note: The Board Resolutions are as reported in the Board Meeting Transcripts, Minutes & Resolutions portion of ICANN's website. Only the words contained in the Resolutions themselves represent the official acts of the Board. 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.

Approval for Contracting and Disbursement for CRM Platform Enhancement


Resolution of the ICANN Board
Meeting Date: 
Thu, 22 Oct 2015
Resolution Number: 
2015.10.22.06 – 2015.10.22.07
Resolution Text: 

Whereas, ICANN has been using a CRM platform that was architected in 2013 to specifically support applicant tracking and applications management for the New gTLD Program, on top of which an online portal to support registries was built.

Whereas, ICANN has identified the need to comprehensively support end-to-end interactions with contracted parties, from applicant tracking through all interactions with registries and registrars, to contractual compliance and all associated reporting and community-facing dashboards.

Whereas, ICANN has determined to engage technical consultants from a vendor having the unique expertise, experience and knowledge, allowing ICANN to successfully improve and enhance its CRM platform.

Whereas, the Board Finance Committee (BFC) reviewed the financial implications of the project totaling [AMOUNT REDACTED] of which [AMOUNT REDACTED] in FY16 has recommended approval by the Board.

Whereas, certain members of the Board Risk Committee have reviewed the suggested project solution and have provided guidance to staff on risks and useful mitigation actions.

Whereas, both the staff and the BFC have recommended that the Board authorize the President and CEO, or his designee(s), to take all actions necessary to execute the contract(s) needed to improve and enhance ICANN’S CRM platform, and make all necessary disbursements pursuant to those contract(s).

Resolved (2015.10.22.06), the Board authorizes the President and CEO, or his designee(s), the take all necessary actions to execute the contract(s) for the CRM platform project and make all necessary disbursements pursuant to those contract(s).

Resolved (2015.10.22.07), specific items within this resolution shall remain confidential for negotiation purposes pursuant to Article III, section 5.2 of the ICANN Bylaws until the President and CEO determines that the confidential information may be released.

Rationale for Resolution: 

In 2013, ICANN developed the initial version of its Salesforce.com platform, or pilot CRM solution, to support the needs of the business operations of the New gTLD Program. In March of 2014, ICANN extended the functionality by building an online portal to support registries. It is expected that this solution will continue to achieve its goal and will continue to support processing all remaining new gTLD applications through 2017.

ICANN is planning to add significant value for its constituencies and is envisioning extending this platform to include capabilities for end-to-end interactions with contracted parties, from applicant tracking through all interactions with registries and registrars, to contractual compliance and all associated reporting and community-facing dashboards.

In support of extending the capabilities, the staff performed a thorough analysis of the current platform, including engaging a third party to independently assess the extensibility of the current design, and have concluded that a reformed design affords the opportunity to leverage lessons learned, out-of-the-box functionality (without significant programming and testing), and efficient, stable and mature business processes. Most importantly, it provides an opportunity to create a foundation that is architected to be secure, scalable, extensible and aligned with the future goals and objectives of the business.

Building the improved and enhanced CRM platform foundation can be achieved with outside resources, inside resources, or a strategic combination of the two. Both business operations and IT believe that ICANN does not currently have the proper skill set in house to take on this project without assistance. Therefore, ICANN plans to engage expert technical consultants from a vendor for a period of nine to twelve months that have unique architecture skills and deep platform knowledge. The cost of the project is expected to be approximately [AMOUNT REDACTED], inclusive of travel expenses, of which approximately [AMOUNT REDACTED] during FY16. Concurrently to the engagement with the expert consultants, ICANN plans to on-board an incremental four highly skilled technical staff members who will transition both the development efforts and on-going maintenance from the vendor to ICANN, in order to sustainably maintain and continuously enhance the platform. Working together with the vendor’s recommendation, the four roles are currently envisioned to include a Solution Architect, Senior Business Analyst, Senior Technical Developer and a Senior Admin Configurator. This will result in an incremental expense of approximately [AMOUNT REDACTED] in FY17 and thereafter. This action does not have any direct impact on the security, stability or resiliency of the domain name system.

The obligation under the intended vendor contract will exceed US$500,000 and as such, entering into this engagement requires Board approval.

This is an Organizational Administrative function that does not require public comment.