Tender for Appointment and Queue Management System
Provision of an Enquiry, Appointment and Queue Management System for the University of Birmingham.
UK-Birmingham: Customer Relation Management software package
Section I: Contracting authority
University of Birmingham
For the attention of: Jaina Rathod
B15 2TT Birmingham
Telephone: +44 1214158806
General address of the contracting authority: http://www.bham.ac.uk
Address of the buyer profile: https://in-tendhost.co.uk/universityofbirmingham
Electronic access to information: https://in-tendhost.co.uk/universityofbirmingham
Electronic submission of tenders and requests to participate: https://in-tendhost.co.uk/universityofbirmingham
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
Section II: Object of the contract
Service category No 1: Maintenance and repair services
NUTS code UKG31
The Aston Webb building is being redeveloped to co locate a range of student services, currently dispersed across campus, into a central Student Hub. These services include but are not limited to Student Enquiry Services, Student Funding Office, International Student Advisory Service, Careers Network and Student Support (Disability, Mental Health, Counselling and Wellbeing Services). The redeveloped building and co located services are due to open to students in summer 2014.
The key objective of this project is to move towards greater service integration, providing a more seamless service to students resulting in an improved overall experience.
To facilitate this objective, a new model of customer service delivery has been developed for implementation in the Student Hub. The model aims to improve the way information, advice and guidance is delivered to students, empower students to self serve and to resolve the majority of student queries at the first point of contact.
Key to the successful realisation of this model will be the implementation of relevant technologies, both soft and hardware, within the Student Hub with the potential to extend these out to the Colleges.
The systems need to enable greater service integration by allowing teams to share appropriate information, enable as many queries as possible to be resolved at the first point of contact e.g. through greater information sharing and easier access to quality information, enable greater self service e.g. students being able to book appointments online find information online through FAQs knowledgebase and meet the increasing expectations of students e.g. text alerts reminders and mobile access to systems.
From a range of staff and student engagement activities it has been established that the key requirements needed to support the Student Hub are
Enquiry Management Centralised recording, managing and reporting of student enquiries received through a range of entry points.
Appointment Management Scheduling and management of appointments including rooms, staff and equipment.
Queue Management software and hardware Management and coordination of visitors to enquiry points and appointment waiting area within the Student Hub.
Integration between these components is key therefore when responding to the Pre Qualification Questionnaire PQQ Tenderers must be able to demonstrate that they have a solution can fulfil both Enquiry Management and Appointment Management components at a minimum. Any PQQ responses that in the Universitys judgement are unable to demonstrate their ability to meet these requirements will not be considered. Those Tenderers unable to meet the Queue Management element are still encouraged to submit a PQQ response however must note that the University will be unable to apply a score to this section and thus those suppliers will be at a disadvantage.
Tenderers will be shortlisted based on the overall score obtained. If you are shortlisted, you may be asked to provide access to a fully functioning sandbox at some point during the next phase.
The Student Hub opens in Summer 2014 therefore, suppliers must be able to meet the below timescales.
Begin software implementation from Autumn 2013.
Training and roll out to staff from Spring 2014.
Business as usual use in Hub for Summer 2014.
Section III: Legal, economic, financial and technical information
Minimum level(s) of standards possibly required: As set out in the PQQ and tender documentation.
As set out in the PQQ and tender documentation.
Minimum level(s) of standards possibly required:
As set out in the PQQ and tender documentation.
Section IV: Procedure
Payable documents: no
Section VI: Complementary information
Body responsible for mediation procedures
VI.5)Date of dispatch of this notice:31.1.2013