Published date: 12 July 2016

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.


Closing: 22 August 2016

Contract summary

Industry

  • Software package and information systems - 48000000

Location of contract

West Midlands

Value of contract

£25,000 to £50,000

Procurement reference

BIP210017037

Published date

12 July 2016

Closing date

22 August 2016

Contract start date

3 October 2016

Contract end date

5 October 2020

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 provision of a Two-Way SMS solution.

The High Level Business Requirements are detailed below:

♣To provide customers with a new and more convenient way of contacting SARH.
♣To provide SARH with a more convenient way of contacting Customers.
♣To potentially deliver efficiencies for call handling in all departments across the organisation.
♣To encourage more use of online services.
♣To further improve the SARH customer service / growth offer.
♣Enhance the reputation of SARH for innovation and help underpin future partnerships.

Background on requirements for SMS / Expected Business Benefits

♣More communication choices for customers
♣Better Customer satisfaction
♣A more coherent view within SARH of customer satisfaction levels / views / concerns etc.
♣A reduction in the call volume to Customer Services (50% of calls currently concern repairs)
♣Increase in paperless transactions
♣Easy way to facilitate brief transactional customer satisfaction surveys
♣Automated workflow to streamline operations
♣Some operations will be more effective via SMS than phone or letter i.e. Early low level rent arrears progression by SMS / reminder of gas servicing on the day to reduce no shows.
♣Less intrusive form of communication for customers
♣Easier proactive communications - Early low level rent arrears reminders by text etc.
♣Bulk Texting by criteria - e.g. send a particular text to all over 1 week in arrears
♣Lower volume of calls, letters and emails due to 1st line filtering by the Customer Services Team and increased closure of calls.
♣Economies of scale by increasing the capacity of Customer Services without increasing staffing
♣Reduced Printing / Phone calls / Letters

More information

Links

Additional text

The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.

About the buyer

Contact name

Jon Drummond

Address

The Rurals, 1 Parker Court
Staffordshire Technology Park
Stafford
ST18 0WP
UK

Telephone

+441785216685

Email

jon.drummond@shawc.co.uk