Published date: 13 September 2019
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.
Contract summary
Industry
Telephone and data transmission services - 64210000
Location of contract
East of England
Value of contract
£0
Procurement reference
CAMBDC001-DN435664-16568224
Published date
13 September 2019
Closing date
27 September 2019
Contract start date
28 September 2019
Contract end date
5 October 2019
Contract type
Not applicable
Procedure type
Not applicable
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
Description
Cambridge City Council is looking to receive expressions of interest in providing a 24/7 IVR service to it's Customer Services department for the following services:
• Revenue Services
• Housing Benefit
• Council Tax Reduction
• Environmental Services
• Waste and Street services
• City Centre management
• Planning
The supplier should be able to provide outline scripts for customisation by Cambridge City Council for these services.
The IVR service should be able to collect data from customers using speech recognition and email this in real time to the customer.
It should also be able to text web-links to customers mobiles when requested.
The IVR system should be able to be modified on a scheduled as well as an ad hoc basis. Adhoc changes should be completed within 5 working days.
The supplier should be able to guarantee 99+% uptime and a resolution time of less than 4 hours for priority issues.
The suppliers system should be able to manage in excess of 90,000 calls per annum and be able to deliver a seem less service to the customers of Cambridge city Council specifically:
Customers should be able to easily navigate through the IVR
The transfer of calls back to Customer Services
Caller ID of customer numbers is retained.
Cambridge City Council should be able to receive automated reports on usage as well as be able to create customised reports on the following metrics - this is not an exhaustive list:
• Call volumes
• Call durations
• Call volumes by service/line
• Number of data collections
• Number of web link texts
Please provide examples of where this service has been delivered with other local authorities.
Please can you confirm you are able to deliver the above service as at a minimum.
More information
Links
About the buyer
Contact name
Chantel Allott
Address
Cambridge City Council
Guildhall
Cambridge
CB2 3QJ
United Kingdom
Telephone
+44 1223458177
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Closing: 27 September 2019
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