Published date: 17 December 2018

This notice was replaced on 5 September 2019

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 5 September 2019, last edited 5 September 2019)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Contract summary

Industry

  • Project management software package - 48331000

  • Scheduling software package - 48332000

  • Contact management software package - 48333000

    • Customer Relation Management software package - 48445000

Location of contract

South West

Value of contract

£280,000

Procurement reference

GLOSCC001-DN381065-87718375

Published date

17 December 2018

Closing date

24 January 2019

Contract start date

30 April 2019

Contract end date

30 April 2024

Contract type

Service 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?

No

Description

The Customer Support System shall contain a knowledge base to enable support staff to quickly identify known fixes. This shall also be made available to customers on an online portal so that they can search for a solution to their issue before submitting a ticket. If customers need to submit a ticket then this shall be done in one of three ways: 1. By telephone with support staff manually entering ticket details into the system; 2. By email with the email content being automatically converted into a ticket within the system; 3. Through adding request details within an online portal to create a ticket within the system. All tickets shall be given a prioritisation and added to a queue for the support staff to process. Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality. All resolved tickets then form part of the knowledge base.

About the buyer

Contact name

Chris Keenleyside

Address

Shire Hall
Gloucester
GL1 2TG
England

Telephone

+44 1452324329

Email

chris.keenleyside@gloucestershire.gov.uk

Website

Https://www.gloucestershire.gov.uk