Supply Customer Relationship Management Solution

Supply Customer Relationship Management Solution

Leicester City Council is seeking a new innovative Customer Relationship Management solution from a single supplier, that will lend itself to the Councils aspirations of reducing costs, improving customer access and Council efficiencies.

REFERENCE 0336RCCSC

Provision for a Customer Relationship Management Solution
Awarding body Leicester City Council

EST. START DATE: 01/10/2015
EST. END DATE: 01/01/2016

Description

Leicester City Council is seeking a new innovative Customer Relationship Management solution from a single supplier, that will lend itself to the Councils aspirations of reducing costs, improving customer access and Council efficiencies.

The solution is required to simplify the process for customers to be able to self-serve as much as possible the Councils services, and allow customers to log and view the progress of their own enquiries. The Council has a desire to move towards achieving a single customer record and processes for efficiently updating this information. The solution needs to integrate with current back off systems in use within the Council.

The following table shows the modules that have been identified as a system:

Customer Record
Complaints, Compliments and
Business Customers
Workflow Management with scripted processes and scheduled reminders
Customer Self-Serve Web Portal with Multi-Layered Customer Identity Authentication
E-Forms
Booking System
Payments, back office systems and partner agencies Integration\interfaces

The Contract duration is for an initial term of four (4) years with the option to extend for up to a further two (2) + two (2) + two (2) , commencing on the anticipated date go live date set; no later than the 1st January 2016

The Council are conducting this procurement exercise using the EC Competitive Procedure with Negotiation in accordance with the requirements of the Public Contract regulations 2015 for the purpose of procuring the Services described in the specification.

Interested parties completed the pre-qualification questionnaire (PQQ), which sought responses in relation to their technical capacity or professional ability, and their economic and financial standing. The Authority will evaluate the PQQ responses and select all qualified candidates. Those candidates (Tenderers) will be invited to submit an initial tender to this ITT.

Register to participates must be completed and submitted by the closing date of 1100hrs on the 1st June 2015.
Tenderers must complete and submit the PQQ documents electronically via the Delta eSourcing system, https://www.delta-esourcing.com to register to participate in the ITT.

You must register on this site to respond, if you are already registered you will not need to register again, simply use your existing username and password. Please note there is a password reminder link on the homepage. Suppliers must log in, go to your Response Manager and add the following Access Code: 5338MR484U

If you experience any technical difficulties please contact Delta eSourcing Helpdesk on 0845 270 7050 or email helpdesk@delta-esourcing.com.

Applicants should note that due to the technicality of the software package being used to create this advert, this Opportunity will become “invisible” at midnight, 31st May 2015. Applicants are therefore requested to save all documentation relating to this Opportunity locally.

Additional information

Contract Type One off
Procurement Process Negotiated Tender
Option to extend Yes, for up to a further two (2) + two (2) + two (2) years
Estimated ValueTEXT DESCRIPTION
Category Services, Information Communication Technology, Maintenance & Support,Accommodation,
CPV codes 72000000, 00000001,
Suitable for SME YES

DOCUMENT AVAILABLE UNTIL

31 May 2015

29 days

SUBMISSION RETURN BY

1 June 2015

about 1 month

EXTEND CONTRACT OPTIONS:

Yes, for up to a further two (2) + two (2) + two (2) years

CONTACT DETAILS

Leicester City Council
Rebecca Cowan
Bosworth House,
9 Princess Road West,
Leicester. LE1 6TH

Express an interest online

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