Published date: 25 August 2017

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: 2 October 2017

Contract summary

Industry

  • Customer Relation Management software package - 48445000

  • Customer Relation Management software development services - 72212445

Location of contract

RH4 1SJ

Value of contract

£150,000 to £300,000

Procurement reference

MVDC - 015799

Published date

25 August 2017

Closing date

2 October 2017

Contract start date

8 January 2018

Contract end date

7 January 2021

Contract type

Service contract

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

The Council has embarked on an 'Enhancing the Customer Experience Programme'. The emphasis of this work stream is the refocus of our services to provide Customer Services Unit (CSU) and departments with the necessary client based information pulled from various back office systems to allow them to deal with as many types of transactions at first point of contact as possible and to automatically update back office systems wherever possible. It is also to bring in a series of work streams around use of social media, a mobile website, e-enabling to encourage further channel shift and self-service.

To achieve this the Council is intends to purchase and implement an off site cloud based, Customer Transaction Management System (CTM)
solution that will have the capacity to enable both simple & more complex transactions and interactions to be delivered transparently

The initial contract will be for three years, with the option for the Council to take up to a maximum of four 1 year extensions.

More information

Links

Additional text

Is a Recurrent Procurement Type? : No

About the buyer

Contact name

Saeed Foroughi (MVDC)

Address

Dorking
Surrey
Surrey
RH4 1SJ
United Kingdom

Telephone

01306879634

Email

saeed.foroughi@molevalley.gov.uk