Published date: 5 June 2017
Awarded contract - This means that the contract has been awarded to a supplier.
Contract summary
Industry
Software package and information systems - 48000000
Administration software package - 48219300
Customer Relation Management software package - 48445000
Location of contract
South East
Value of contract
£286,250
Procurement reference
KENT001-DN273732-64663688
Published date
5 June 2017
Closing date
14 November 2016
Contract start date
1 April 2017
Contract end date
31 March 2020
Contract type
Supply contract
Procedure type
Open procedure
Any interested supplier may submit a tender in response to an opportunity notice.
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
Yes
Description
Kent County Council (KCC) is re-issuing this notice, after discussing with the market,(ref PIN 2016/S 060-100974) and re-addressing the financial modelling, relating to the the introduction of a Centralised Customer Feedback system, for use by staff to log feedback from our customers. The objective of this notice is to deliver a suitable solution that will interact with some legacy Customer Feedback Systems.
KCC operates a number of Customer Management systems, but this system will be required to interrogate information generated by these internal systems, as well as collecting information directly from customers via a Web based front end and through staff in the Call Centre. The reporting needs to be as a standard system output, but also flexible enough to generate reporting as needed to satisfy a bespoke need.
The system will provide a corporate solution via a single point of logging and tracking feedback and requests for information received from the public.
This includes;
• Complaints, Compliments and Comments
• Local Ombudsman Complaints (LGO)
• Freedom of Information Requests
• Environmental Information Regulations
• Subject Access Requests/Data Protection Act
The solution will allow the logging of feedback relating to Services, Staff or Policy which will take the form of Compliments, Comments or Complaints, Requests for Information and LGO complaints. The solution will provide an end to end process that will incorporate receipt through to final response/outcome. The solution provided will supply the reports to enable KCC to measure performance, identify trends and allow KCC to learn across all Directorates, what the customer is telling us.
The Tender will close on the 14th November 2016 @ 10.00 am.
References will be required and Tenderers should ensure that the Referee have been contacted, prior to them being sent a 'Request for Information'. failure to have the information returned in the specified timescale may cause disqualification from the process.
All documentation , that is requested must be returned with the ITT response.
No clarifications will be allowed after 31st October 2016.
The KBP can by located at: https://www.kentbusinessportal.org. uk
Any enquires after registration on the Kent Business Portal should be via the 'Discussions' facility.
A Suppliers guide is attached to the Qualification Questionnaire, to assist in registering on the KBP.
More information
Links
Award information
Awarded date
22 December 2016
Contract start date
1 April 2017
Contract end date
31 March 2020
Total value of contract
£286,250
This contract was awarded to 1 supplier.
iCasework
Address
NW2 4LX
Reference
None
Supplier is SME?
Yes
Supplier is VCSE?
No
About the buyer
Address
Kent county council
Sessions House, County road
Maidstone
ME14 1XQ
Northern Ireland
Share this notice
Closing: 14 November 2016