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.
Contract summary
Industry
Customer Relation Management software package - 48445000
Customer Relation Management software development services - 72212445
Location of contract
WD6 1WA
Value of contract
£0
Procurement reference
HC189
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?
No
Contract is suitable for VCSEs?
No
Description
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
Links
-
- https://in-tendhost.co.uk/supplyhertfordshire/aspx/
- Tender notice
- Additional information on how to apply for this contract
Additional text
-
Is a Recurrent Procurement Type? : No
About the buyer
Contact name
Andrew Harper (HBC)
Address
Elstree Way
Borehamwood
Hertfordshire
WD6 1WA
United Kingdom
Telephone
+44 2082072277
andrew.harper@hertsmere.gov.uk
Website
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Closing: 21 September 2018