Published date: 5 June 2017

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 14 November 2016

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.


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

Email

Procurement@kent.gov.uk