Published date: 8 April 2022

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: 9 May 2022, 10am

Contract summary

Industry

  • Software package and information systems - 48000000

  • IT services: consulting, software development, Internet and support - 72000000

Location of contract

RG1 2LU

Value of contract

£1,450,000 to £3,000,000

Procurement reference

IT-278-1237-RBC 00001237

Published date

8 April 2022

Closing date

9 May 2022

Closing time

10am

Contract start date

12 September 2022

Contract end date

31 March 2029

Contract type

Supply contract

Procedure type

Restricted procedure (above threshold)

A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

Reading Borough Council are completing a Restricted Procurement exercise for the provision of Case and Customer Management Solution(s) - this is a three Lot procurement run under a two stage process. Bidders will be required to tender for one lot only: Lot 1 - Casework solution - this lot covers case, document workflow and task management; Lot 2 - Customer platform - this lot covers customer transactions with the Council (report, contact, apply for services). The solution should support task / workflow management, integrating with core back office systems as required, to work towards resolution. It should also allow customers to view progress and receive communications about their query via a customer portal; Lot 3 - Joint lot covering both requirements. For full requirements, refer to the tender documentation. The estimated value of the Contract is: £3m (implementation and annual license costs (Lot 1 - Estimated value £1,450,000; Lot 2 - Estimated value £1,540,000, Lot 3 - Estimated value £3,000,000. The contract duration is: 4 years following implementation, subject to satisfactory performance. The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties. Implementation should be completed by e/o March 2023.

Suppliers that would like to take part in this process are invited to 'Express Interest' upon which they will be given access to the full documentation delivered through this portal. Documents can be accessed from the 'My Tenders' area of this website by selecting the 'View Details' button for the project.

Expressions of interest will only be accepted until 9th May 2022 at 10am.

Any questions relating to this opportunity should be made via the correspondence link on this portal.

More information

Links

Additional text

For Lot 1 (Case Management), the main system users are: Environmental & Commercial Services (including service such as Street care, highways, waste, parks and open spaces); Planning, Transport & Regulatory Services (including services such as trading standards, building control, environmental protect and nuisance, private sector housing, planning); Customer Services (contact centre supporting services above); Housing & Communities (this is out of scope for the replacement, as they are to use RBC's new Housing system from later this year). For Lot 2 (Customer Management), the solution should support an excellent customer experience for Reading residents, including allowing them to: Contact the Council (Enquire / Inform); Report something to the Council (e.g. fly tip, tell us once); Book a service via an integration with the corporate booking engine - JRNI (e.g. bulky waste collection); Pay for a service via an integration with Civica Pay; Apply for services (e.g. licences, blue badge); Subscribe / renew services (e.g. garden waste); Self-assess whether they qualify for Council services (e.g. financial assessment). Lot 3 functionality is for a solution that delivers both Lots 1 and 2 requirements. Full details of requirements are found within the tender documents.

The subsequent invitation to short-listed tenderers is anticipated to occur on 6th June 2022. Details of the Councils method for reduction of the number of tenders and solutions is outlined with the tender instructions.

Organisations interested in expressing an interest in this procurement should download the procurement documents which are available on the Councils e-tendering portal at: https://in-tendhost.co.uk/readingbc/aspx/Home and complete as instructed.

The Portal is free of charge - to register please follow the supplier registration guidance which is available on the Portal. Contractors wishing to be considered for this tendering opportunity must complete the tender documents and return them electronically via the Councils e-tendering portal.

Please note: you must register your interest via the Councils e-tendering portal if you intend to submit a tender. All communications regarding this procurement exercise will be conducted through the Council`s e-tendering portal including requests for clarifications or general enquiries. The procurement documents will be available for download up until the closing time and date for tender submissions; it is the organisations responsibility to ensure that they download the documents in ample time to ensure that they can be completed and returned electronically, along with supporting documents, prior to the closing time and date stipulated.

Before completing the tender, Bidders should ensure that the e-mail address that has been used to register their organisation will be checked regularly, as the Council`s e-tendering system will generate automatic notifications to this e-mail address when there are updates, changes or messages sent relating to the project. Bidders should also check that their organisations details are correct and kept up to date.

Technical questions and assistance regarding the use and operation of the Portal should be addressed to the In-Tend Help Desk - e-mail: support@in-tend.co.uk, telephone number +44 8442728810.

Is a Recurrent Procurement Type? : Yes

About the buyer

Contact name

Emily Chomicz

Address

Bridge Street
Reading
Berkshire
RG1 2LU
United Kingdom

Telephone

01189373232

Email

Emily.chomicz@reading.gov.uk