Published date: 5 September 2019

Last edited date: 5 September 2019

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


Closing: 24 January 2019

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

5 September 2019

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.

More information

Previous notice about this procurement

A hosted ticketing solution with ongoing maintenance and support services

  • Opportunity
  • Published 17 December 2018

Award information

Awarded date

13 May 2019

Contract start date

1 August 2019

Contract end date

31 July 2024

Total value of contract

£169,949

This contract was awarded to 1 supplier.

Alemba

Address

GU23 7EF

Reference

None

Supplier is SME?

Yes

Supplier is VCSE?

No

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