Intelligent help and advice

Contract summary

Industry

• Web page editing software package - 48224000

• Content management software package - 48783000

• System, storage and content management software development services - 72212780

Location of contract

Any region

Value of contract

£170,840

Procurement reference

CTR00131-award

Published date

1 May 2019

Closing date

6 February 2019

Contract start date

23 April 2019

Contract end date

22 April 2020

Contract type

Supply contract

Procedure type

Single tender action (below threshold)

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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Description

This procurement is for the provision of a cloud based intelligent help and advice solution for the fulfilment of the following business requirements:

• Provide a cloud based intelligent help and advice solution, with the ability to use it across multiple sites (including home working) for both employees, customers and third party suppliers of the Employer's out of hours contact service
• Have content access for employees via an internal system, and content access for customers via the Employer's website
• Intelligent search and presentation function that quickly finds content on partial searches, and uses AI to present the most relevant articles and answers to a question (based on criteria such as relevance,
content rating, content engagement, and how up to date the content is)
• For a minimum viable product, migrate the top 20% of content from the Employer's existing information to a new solution - including links and attachments
• Easy for the Employer to add/change/delete content
• Ability for Employer colleagues and customers to rate content, including subsequent workflow integration with D365 for content auditing
• Ability to view trending topics / frequently asked questions (FAQs)
• Support better content / knowledge management in future with the ability to audit knowledge base
articles and act on any articles that are due to expire, and know which articles have the highest and
lowest engagement
• Provide intelligent help and advice content to customers via the Employer's online services enabling them to search the Employer's content and self-serve their simpler queries.
• Ability to integrate with D365, web chat, and chat bots
• Present video as well as rich text content

Please see the procurement documentation for additional details concerning L&Q's requirement. All documentation may be accessed via L&Q's instance of In-Tend (eSourcing Portal).

Should potential suppliers not be registered to L&Q's instance of In-Tend (eSourcing Portal) but are interested in participating in this proposed procurement process please register at your earliest convenience. Please note the following links to the front end and registration pages of the portal:

https://in-tendhost.co.uk/lqgroup/aspx/Home

https://in-tendhost.co.uk/lqgroup/aspx/Registration

Whilst registering you may also find it useful to set up alerts that will trigger upon specific L&Q activity.

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Award information

Awarded date

28 February 2019

Contract start date

23 April 2019

Contract end date

22 April 2020

Total value of contract

£170,840

This contract was awarded to 1 supplier.

Transversal Corporation Ltd

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About the buyer

Contact name

Danny Carragher

Address

29-35 West Ham Lane
LONDON
E154PH
England

Telephone

0300 456 9998

Email

dcarragher@lqgroup.org.uk