Tender for Self Service Platform
We now wish to procure an IT solution that responds to our aspirations above and delivers a simple, straightforward and intuitive self-service facility for the public.
United Kingdom-Melton Mowbray: Customer Relation Management software package
Section I: Contracting authority
I.1)Name and addresses
Welland Procurement Unit, c/o Melton Borough Council
Contact person: Mrs Clare Ellis
Telephone: +44 7876574944
NUTS code: UKF22
Internet address(es):Main address: http://www.melton.gov.uk/council_and_democracy/selling_to_the_council.aspx
Address of the buyer profile: http://www.melton.gov.uk/council_and_democracy/selling_to_the_council.aspx
I.4)Type of the contracting authority
Section II: Object
Melton Borough Council Tender for Customer Engagement and Self Service Platform
II.1.2)Main CPV code
II.1.3)Type of contract
We now wish to procure an IT solution that responds to our aspirations above and delivers a simple, straightforward and intuitive self-service facility for the public whilst at the same time providing officer access to the same, single, system to enable actions to be carried out on behalf of members of the public. The solution should provide a single, easily viewable personal record. It should fully integrate with back-office systems, minimising human intervention for transactional demands, to provide an exemplary customer service and a cost effective and efficient solution for MBC.
II.1.6)Information about lots
II.2.3)Place of performance
Within the Borough of Melton.
II.2.4)Description of the procurement:
This is an open tender for a cloud based customer engagement and self service platform.
The key objectives of this procurement are to:
— replace specified CRM functions,
— replace the current My Account functions,
— integrate whitespace waste management system,
— deliver an improved self-service experience for appropriate transactions for Melton residents,
— deliver a more user friendly solution for MBC staff that will enable them to perform their duties more effectively and efficiently,
— deliver wider benefits for MBC e.g. savings, improved efficiency, more time to focus support on those who may need it.
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.10)Information about variants
II.2.11)Information about options
The initial term of 5 years may be further extended by a further period of 5 years.
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
IV.2.7)Conditions for opening of tenders
At the offices of Melton Borough Council.
In accordance with the Contract Procedure Rules of Melton Borough Council.
Section VI: Complementary information
VI.1)Information about recurrence
VI.5)Date of dispatch of this notice: