Published date: 21 June 2018

Closed future opportunity - This means that a potential contract has passed its approach to market date. A buyer can choose to consider any supplier interest or convert this notice into an opportunity ready for live procurement.


Approach to market date: 15 August 2018

Contract summary

Industry

  • Desktop communications software package - 48511000

  • Electronic mail software development services - 72212223

  • Computer-related services - 72500000

Location of contract

London

Value of contract

£120,000

Procurement reference

ICT12913

Published date

21 June 2018

Approach to market date

15 August 2018

Contract start date

1 October 2018

Contract end date

30 September 2021

Procedure type

Open procedure (above threshold)

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

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

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

Public Liaison Unit has a need to drive continuous improvement in order to provide a better service to the general public in terms of both quality of output and timeliness. Processes need to be streamlined to cope with an increasing demand.

Therefore, the Public Liaison Unit team are looking to replace their current correspondence handling software with a cloud-hosted Software as a Service (SaaS) solution.

The system needs to be able to process all types of requests dealt with by PLU, Mayor's Office and FOI Team, including managing campaigns. User research has been undertaken and the user requirements are included so that you can focus the demo to PLU's needs. A high level summary of the system requirements can be found below:

•Log, allocate, track, manage and respond via one system.
•Capture required/relevant data fields per case type.
•APIs for some or all: scanning, web form, CRM, telephone, transfer of cases to other functional bodies.
•Improve performance: ability to set internal service levels and have a clearance process.
•Measure team and individual performance.
•Measure customer satisfaction.
•Suite of reports and ability to create ad hoc reports and multiple criteria.
•Support single sign on via MS Active Directory.

More information

Spend profile

This table displays the spend profile of the notice
Financial year Budget
2018/2019 £120,000

Attachments

Additional text

We will be looking to publish the tender on 16/07/18

About the buyer

Contact name

Vikram Gudra

Address

Pier Walk
London
SE10 0ES
England

Telephone

00000000000

Email

vikramgudra@tfl.gov.uk