Tender

SS15-112 Customer Feedback System

KENT COUNTY COUNCIL

This public procurement record has 1 release in its history.

Tender

18 Nov 2016 at 20:17

Tender Notice
Summary of the contracting process

Kent County Council is seeking bids for the project titled "SS15-112 Customer Feedback System". This tender falls under the software package and information systems industry category and is intended for delivery in Maidstone, Kent (postal code ME14 1XQ). Currently in the planning stage, this open procurement process has a submission deadline of 17th October 2016 at 10:00 am. The estimated value of the contract ranges between £200,000 and £300,000, with the service commencement set for 1st April 2017 and running until 31st March 2022.

This tender presents significant growth opportunities for businesses specialising in administration and customer relationship management software. Companies that offer innovative solutions for feedback systems, capable of integrating with existing infrastructures while ensuring flexibility and comprehensive reporting, would be particularly well-suited to bid. Small and medium-sized enterprises (SMEs) and voluntary and community sector enterprises (VCSE) are encouraged to participate, leveraging the open procurement method to expand their service offerings within the local government sector.

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Notice Information

Notice Title

SS15-112 Customer Feedback System

Notice Description

Kent County Council (KCC) is issuing this notice, after discussing with the market,(ref PIN 2016/S 060-100974) relating to the the introduction of a Centralised Customer Feedback system, for use by staff to log feedback from our customers. The objective of this notice is to deliver a suitable solution that will interact with some legacy Customer Feedback Systems. KCC operates a number of Customer Management systems, but this system will be required to interrogate information generated by these internal systems, as well as collecting information directly from customers via a Web based front end and through staff in the Call Centre. The reporting needs to be as a standard system output, but also flexible enough to generate reporting as needed to satisfy a bespoke need. The system will provide a corporate solution via a single point of logging and tracking feedback and requests for information received from the public. This includes; Complaints, Compliments and Comments Local Ombudsman Complaints (LGO) Freedom of Information Requests Environmental Information Regulations Subject Access Requests/Data Protection Act The solution will allow the logging of feedback relating to Services, Staff or Policy which will take the form of Compliments, Comments or Complaints, Requests for Information and LGO complaints. The solution will provide an end to end process that will incorporate receipt through to final response/outcome. The solution provided will supply the reports to enable KCC to measure performance, identify trends and allow KCC to learn across all Directorates, what the customer is telling us. The Tender will close on the 17th October 2016 @ 10.00 am. References will be required and Tenderers should ensure that the Referee have been contacted, prior to them being sent a 'Request for Information'. failure to have the information returned in the specified timescale may cause disqualification from the process. All documentation , that is requested must be returned with the ITT response. No clarifications will be allowed after 3rd October 2016. The KBP can by located at: https://www.kentbusinessportal.org. uk Any enquires after registration on the Kent Business Portal should be via the 'Discussions' facility. A Suppliers guide is attached to the Qualification Questionnaire, to assist in registering on the KBP. Additional information: Instructions to Suppliers: All communications should be submitted via the Kent business Portal (KBP)http//www.kentbusinessportal.org.uk . All tendering information is to be submitted via the KBP. Any information received not via the KBP will not be evaluated and will be disqualified.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/001afe12-fcb0-4cfa-9dc2-fd0ace5cb5b4
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

48219300 - Administration software package

48445000 - Customer Relation Management software package

Notice Value(s)

Tender Value
£300,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Nov 20169 years ago
Submission Deadline
17 Oct 2016Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Apr 2017 - 31 Mar 2022 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
KENT COUNTY 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
MAIDSTONE
Postcode
ME14 1XQ
Post Town
Rochester
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ4 Kent
Small Region (ITL 3)
TLJ45 Mid Kent
Delivery Location
TLJ South East (England)
Local Authority
Maidstone
Electoral Ward
Penenden Heath
Westminster Constituency
Maidstone and Malling

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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