Contract for Members E-Casework System

Description

Tenders are invited for the provision of an e-casework system to meet the requirements of Derby City Council’s elected members.

The City Council is embarked on an ambitious transformation programme, ‘One Derby One Council’, to re-engineer its services to customers. Channel shift is fundamental to the programme, as customers are encouraged to self-serve whenever possible. Whilst this has undoubted cost benefits, it also enables 24/7 access – essential for improved customer service.

Elected Members are a key customer group for the Members’ Services team, who log, track and co-ordinate their casework. These Members need the facility to report issues and begin the process of rectifying complaints for constituents, at times that are frequently out of office hours. The process needs to move beyond e-mails and an answerphone in Members’ Services, to a system that automates the various stages of casework and provides timely and meaningful performance data.

Requirement therefore to provide a robust, user-friendly e-casework system to assist Derby City Council’s elected members in their role. The system to enable Members to input details of issues reported by constituents, particularly out of office hours, and for those issues to be automatically routed to departmental case officers to begin resolution. The system must also track progress and create management reports and performance monitoring statistics.

The initial contract period is for two years, and subject to satisfactory performance, there will be an option to extend the contract for a further one year. Maximum contract period is therefore three years.
 

Additional information

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extend contract options:

Subject to satisfactory performance, there will be an option to extend the contract for a further one year, for maximum total three years.

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