Published date: 18 October 2019
This notice was replaced on 21 October 2019
This notice does not contain the most up-to-date information about this procurement. The most recent notice is:
Opportunity (published 25 October 2019, last edited 25 October 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
IT services: consulting, software development, Internet and support - 72000000
Location of contract
North West
Value of contract
£20,000,000
Procurement reference
BLACKDARW001-DN442809-97893423
Published date
18 October 2019
Closing date
18 November 2019
Contract start date
22 March 2020
Contract end date
31 October 2029
Contract type
Service contract
Procedure type
Other
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
Description
The Digital Customer Platform/CRM will be required to replace our current Customer Contact Portal and become the preferred route for customers contacting and interacting with the Council. The first phase of the project will be to replace and improve 91 integrated and non-integrated forms, replace and improve 23 workflow processes for our Customer Services and Environment Departments. Further phases include replacing and improving 31 forms, PDF's and emails that currently sit outside the existing Customer Contact Portal these will require online forms and automated processes. Replacing or integration to back office systems is key to the customer on-line experience so that when our customers report problems, request services, pay for services, book services and check progress against services they are using one system and account login. The customer journey and experience is required to be seamless, effective and efficient. The replacement system is required to be easy to use to enable our Business Departments to make local form and process changes so that as a Digital Authority we can grow and add more on-line services efficiently and effectively. Although other authorities have been named in this procurement no discussions have been held with them regarding this procurement.
About the buyer
Contact name
Peter Hughes
Address
Town Hall
King William Street
Blackburn
BB1 7DY
England
Telephone
+44 1254585216
Website
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