Tender

Case and Customer Management Solution(s) 2022

READING BOROUGH COUNCIL

This public procurement record has 1 release in its history.

Tender

08 Apr 2022 at 16:28

Tender Notice
Summary of the contracting process

The Reading Borough Council is conducting a selective tender for the "Case and Customer Management Solution(s) 2022", which falls under the category of software package and information systems. This procurement is located in Reading, Berkshire, and is currently in the Planning stage. Interested suppliers must express their interest by 9th May 2022 at 10am, and the anticipated date for inviting shortlisted tenderers is 6th June 2022. The estimated value of the contract is £3 million, covering a duration of four years following implementation, with the possibility of two one-year extensions based on performance.

This tender presents significant opportunities for businesses, particularly those specialising in IT services, software development, and systems integration. Companies with experience in case management and customer service solutions will find this tender particularly suitable, as the requirements involve creating efficient workflow management systems that enhance customer interactions with council services. SMEs and voluntary, community, and social enterprises are encouraged to apply, given the openness of the procurement approach and the potential for innovative solutions to address the needs outlined by the Reading Borough Council.

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Notice Information

Notice Title

Case and Customer Management Solution(s) 2022

Notice Description

Reading Borough Council are completing a Restricted Procurement exercise for the provision of Case and Customer Management Solution(s) - this is a three Lot procurement run under a two stage process. Bidders will be required to tender for one lot only: Lot 1 - Casework solution - this lot covers case, document workflow and task management; Lot 2 - Customer platform - this lot covers customer transactions with the Council (report, contact, apply for services). The solution should support task / workflow management, integrating with core back office systems as required, to work towards resolution. It should also allow customers to view progress and receive communications about their query via a customer portal; Lot 3 - Joint lot covering both requirements. For full requirements, refer to the tender documentation. The estimated value of the Contract is: PS3m (implementation and annual license costs (Lot 1 - Estimated value PS1,450,000; Lot 2 - Estimated value PS1,540,000, Lot 3 - Estimated value PS3,000,000. The contract duration is: 4 years following implementation, subject to satisfactory performance. The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties. Implementation should be completed by e/o March 2023. Suppliers that would like to take part in this process are invited to 'Express Interest' upon which they will be given access to the full documentation delivered through this portal. Documents can be accessed from the 'My Tenders' area of this website by selecting the 'View Details' button for the project. Expressions of interest will only be accepted until 9th May 2022 at 10am. Any questions relating to this opportunity should be made via the correspondence link on this portal. Additional information: For Lot 1 (Case Management), the main system users are: Environmental & Commercial Services (including service such as Street care, highways, waste, parks and open spaces); Planning, Transport & Regulatory Services (including services such as trading standards, building control, environmental protect and nuisance, private sector housing, planning); Customer Services (contact centre supporting services above); Housing & Communities (this is out of scope for the replacement, as they are to use RBC's new Housing system from later this year). For Lot 2 (Customer Management), the solution should support an excellent customer experience for Reading residents, including allowing them to: Contact the Council (Enquire / Inform); Report something to the Council (e.g. fly tip, tell us once); Book a service via an integration with the corporate booking engine - JRNI (e.g. bulky waste collection); Pay for a service via an integration with Civica Pay; Apply for services (e.g. licences, blue badge); Subscribe / renew services (e.g. garden waste); Self-assess whether they qualify for Council services (e.g. financial assessment). Lot 3 functionality is for a solution that delivers both Lots 1 and 2 requirements. Full details of requirements are found within the tender documents. The subsequent invitation to short-listed tenderers is anticipated to occur on 6th June 2022. Details of the Councils method for reduction of the number of tenders and solutions is outlined with the tender instructions. Organisations interested in expressing an interest in this procurement should download the procurement documents which are available on the Councils e-tendering portal at: https://in-tendhost.co.uk/readingbc/aspx/Home and complete as instructed. The Portal is free of charge - to register please follow the supplier registration guidance which is available on the Portal. Contractors wishing to be considered for this tendering opportunity must complete the tender documents and return them electronically via the Councils e-tendering portal. Please note: you must register your interest via the Councils e-tendering portal if you intend to submit a tender. All communications regarding this procurement exercise will be conducted through the Council's e-tendering portal including requests for clarifications or general enquiries. The procurement documents will be available for download up until the closing time and date for tender submissions; it is the organisations responsibility to ensure that they download the documents in ample time to ensure that they can be completed and returned electronically, along with supporting documents, prior to the closing time and date stipulated. Before completing the tender, Bidders should ensure that the e-mail address that has been used to register their organisation will be checked regularly, as the Council's e-tendering system will generate automatic notifications to this e-mail address when there are updates, changes or messages sent relating to the project. Bidders should also check that their organisations details are correct and kept up to date. Technical questions and assistance regarding the use and operation of the Portal should be addressed to the In-Tend Help Desk - e-mail: support@in-tend.co.uk, telephone number +44 8442728810. Is a Recurrent Procurement Type? : Yes

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-2448242c-044b-4ca4-a105-43ac536fb09a
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c544dee8-da2a-413d-9a47-ff32d43d45e4
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Restricted procedure (above threshold)
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

48000000 - Software package and information systems

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£3,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
8 Apr 20223 years ago
Submission Deadline
9 May 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
12 Sep 2022 - 31 Mar 2029 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
READING BOROUGH COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BERKSHIRE
Postcode
RG1 2LU
Post Town
Reading
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ1 Berkshire, Buckinghamshire and Oxfordshire
Small Region (ITL 3)
TLJ16 Berkshire West
Delivery Location
TLJ South East (England)
Local Authority
Reading
Electoral Ward
Abbey
Westminster Constituency
Reading Central

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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