Published date: 7 September 2018

Last edited date: 7 September 2018

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: 21 September 2018

Contract summary


  • Customer Relation Management software package - 48445000

  • Customer Relation Management software development services - 72212445

Location of contract


Value of contract


Procurement reference


Published date

7 September 2018

Closing date

21 September 2018

Contract start date

1 June 2019

Contract end date

31 May 2024

Contract type

Service contract

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?


Contract is suitable for VCSEs?



Hertsmere Borough Council is looking to replace its current Customer Relationship Management System (CRM). The objectives of this project are:
o Provides customers with a single user account to access a range of council services
o Can manage and track all customer enquiries, service requests and end to end transactions, regardless of if the customer is transacting through a customer account.
o Will provide Street Scene Services with a module/ system as they currently use the existing CRM system. To create and manage cases for resolution by Street Scene Services for service requests like missed bins, fly tipping and bulky waste collections as they do not have their own waste system.
o Is easy to use, intuitive and user friendly
o Can be integrated seamlessly and simply with the council website and back office systems
o Provides customer feedback ensuring customer are kept up to date with the status or progress of transactions they make with the council
o Can be used across all access channels (telephone, face to face, email, website, mobile, social media and messaging services)
o Has a clearly defined support and maintenance structure
o Has a clearly identified roadmap for future development
o Can be hosted in the cloud
o Is a fit-for-purpose and modern system upon which the council can grow its front-end digital services

More information


Additional text

Is a Recurrent Procurement Type? : No

About the buyer

Contact name

Andrew Harper (HBC)


Elstree Way
United Kingdom


+44 2082072277