Published date: 14 April 2023

Last edited date: 19 April 2023

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: 28 April 2023, 5pm

Contract summary

Industry

  • Business transaction and personal business software package - 48400000

  • Database and operating software package - 48600000

  • Information systems and servers - 48800000

    • IT services: consulting, software development, Internet and support - 72000000

Location of contract

SW2 1EG

Value of contract

£0 to £25,000

Procurement reference

London Borough of Lambeth Housing106

Published date

14 April 2023

Closing date

28 April 2023

Closing time

5pm

Contract start date

8 May 2023

Contract end date

31 December 2023

Contract type

Service contract

Procedure type

Open procedure (below threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements below the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

The London Borough of Lambeth published its Technology Strategy in 2020. The vision of the strategy is to deliver seamless technology and support that will increase workforce productivity and enhance the lives of Lambeth residents.

Additionally, in June 2021 Lambeth launched its Customer Experience strategy with the vision We make access to all council services simple for all, ensure that we offer a quality customer-focused service end to end, and enable maximum self-service for those that can."

7. Specifically, the Customer Experience strategy aims to deliver on 4 strategic measurable objectives:

• To deliver an improved and consistent customer experience.
• Design our services in such a way that makes them easy to
access
• To invest in technology to enable us to deliver services in a way expectations.
• Create the environment, facilities, and advocacy to support those who need it.

Lambeth Council are seeking consultancy services that can provide 'product specialism' to advise on an integrated product suite that will provide the optimal technology to achieve the required outcomes for a best-in-class call centre. This is to include:

1: Options for a future state technology suite and analysis of best of class suppliers to ensure an integrated solution, with clear appraisal against our criteria, including a recommendation for the best fit for Lambeth.

2: The option analysis must provide sufficient detail for Lambeth to select a preferred technologies and author a business case.

3: An appraisal of all relevant technologies that could provide the required suite to achieve Lambeth's outcomes.

Key deliverables of the engagement include but are not limited to and end product report detailing:

• An options analysis for technologies and suppliers available that enable Lambeth's required objectives. At a minimum this should include Contact Centre Telephony, Chat Bots, Customer Portal, CRM, AI, Web Chat, Video Chat, Repairs diagnostics and Analytics and Reporting tools.

• SWOT analysis or similar of each product

• How the product will align with Lambeth's objectives

• Any opportunities and details of potential return on investment

• Any dependencies or risks

• Indicative costs of each product (including implementation and ongoing costs)

• A recommendation of the optimal product suite for Lambeth

Proposal Submission

Proposals should be submitted to the main contact on this Request for Quotations.

Bidders are asked to Submit a Proposal consisting of a written response to the method statement key considerations attached and your completed Price Proposal.

Your response to the Method Statement Questions must be kept to a maximum of 5 sides of A4 . A brief CV covering experience.

A draft copy of the terms and conditions applicable for this contract is also attached for your information.

Please refer to the Brief attached to ensure that all requirements are covered in your proposal.

More information

Attachments

About the buyer

Contact name

Nicola Philp

Address

233 Brixton Hill
LONDON
SW21NR
England

Telephone

02079261000

Email

nphilp@lambeth.gov.uk