Published date: 21 May 2018

Last edited date: 21 May 2018

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


Closing: 7 June 2017

Contract summary

Industry

  • Software package and information systems - 48000000

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

Location of contract

North West

Value of contract

£0

Procurement reference

BURY001-DN263107-70340895

Published date

21 May 2018

Closing date

7 June 2017

Contract start date

20 July 2017

Contract end date

20 July 2020

Contract type

Supply contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

Bury Council is seeking to replace its long established Customer Relationship Management (CRM) system. The replacement system will be required to manage customer contact via the Council's Self Serve website, a dedicated customer contact centre and number of reception areas across the borough.

The system will be required to manage a broad spectrum of services across the whole of the council's portfolio and will need to achieve deep integration with numerous back office systems, third party systems and other supporting applications.

In addition to taking information from the customer, the system should also be capable of delivering status updates, details of previously reported incidents etc. The system should be underpinned by a database that can provide a \"customer view\" to contact centre staff and historical information to customers via a customer portal.

If you wish to express an interest in this opportunity please visit The Chest e-tendering system. www.the-chest.org.uk. The closing time for completed tender submissions, via The Chest, is 12 noon on Wednesday 7th June 2017.

Award information

Awarded date

14 February 2018

Contract start date

15 February 2018

Contract end date

14 February 2021

Total value of contract

£200,000

This contract was awarded to 1 supplier.

Firmstep

Address

15 Worship Street, London, EC2A 2DT

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Malcolm Shaft

Address

Town Hall
Knowsley Street
Bury
BL9 0SW
England

Telephone

+44 1612536176

Email

m.g.shaft@bury.gov.uk

Website

http://www.bury.gov.uk/