Procurement of SMS Solution

Procurement of SMS Solution

The provision of a Two-Way SMS solution.

SARH Two Way SMS Procurement

Stafford and Rural Homes

Contract summary


Computer and Related Services, Technology and Equipment

Location of contract

West Midlands

Value of contract (£)

£25,000 – £50,000

Published date

12 July 2016

Closing date

22 August 2016

Contract start date

03 October 2016

Contract end date

05 October 2020


The provision of a Two-Way SMS solution. The High Level Business Requirements are detailed below: ?To provide customers with a new and more convenient way of contacting SARH. ?To provide SARH with a more convenient way of contacting Customers. ?To potentially deliver efficiencies for call handling in all departments across the organisation. ?To encourage more use of online services. ?To further improve the SARH customer service / growth offer. ?Enhance the reputation of SARH for innovation and help underpin future partnerships. Background on requirements for SMS / Expected Business Benefits ?More communication choices for customers ?Better Customer satisfaction ?A more coherent view within SARH of customer satisfaction levels / views / concerns etc. ?A reduction in the call volume to Customer Services (50% of calls currently concern repairs) ?Increase in paperless transactions ?Easy way to facilitate brief transactional customer satisfaction surveys ?Automated workflow to streamline operations ?Some operations will be more effective via SMS than phone or letter i.e. Early low level rent arrears progression by SMS / reminder of gas servicing on the day to reduce no shows. ?Less intrusive form of communication for customers ?Easier proactive communications – Early low level rent arrears reminders by text etc. ?Bulk Texting by criteria – e.g. send a particular text to all over 1 week in arrears ?Lower volume of calls, letters and emails due to 1st line filtering by the Customer Services Team and increased closure of calls. ?Economies of scale by increasing the capacity of Customer Services without increasing staffing ?Reduced Printing / Phone calls / Letters

About the buyer

Contact name

Jon Drummond


The Rurals, 1 Parker Court

Staffordshire Technology Park


ST18 0WP





Other information


Please follow this link to view the notice.

The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.

How to apply

Please apply directly to the buyer using the contact details provided.


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