Published date: 19 March 2020

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 18 November 2019

Contract summary

Industry

  • Software package and information systems - 48000000

Location of contract

North West

Value of contract

£1,000,000 to £10,000,000

Procurement reference

BLACKDARW001-DN442809-74675637

Published date

19 March 2020

Closing date

18 November 2019

Contract start date

22 March 2020

Contract end date

21 March 2030

Contract type

Service contract

Procedure type

Competitive dialog

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Award of Contract for Digital Customer Portal - 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.

More information

Links

Award information

Awarded date

12 March 2020

Contract start date

13 March 2020

Contract end date

18 March 2030

Total value of contract

£10,000,000

This contract was awarded to 1 supplier.

Abavus Ltd

Address

7 The Shrubberies, South Woodford London E18 1BD

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Peter Hughes

Address

Town Hall
King William Street
Blackburn
BB1 7DY
England

Telephone

+44 1254585216

Email

peter.hughes@blackburn.gov.uk

Website

http://www.blackburn.gov.uk/