Award

SS16052 - Customer Feedback System

KENT COUNTY COUNCIL

This public procurement record has 1 release in its history.

Award

05 Jun 2017 at 11:07

Award Notice
Summary of the contracting process

Kent County Council is overseeing the procurement process for a Centralised Customer Feedback System titled "SS16052 - Customer Feedback System". This initiative falls under the software package and information systems industry category, specifically focusing on administration and customer relation management software. The tender was published on 5th June 2017 and is currently in the award stage with an active status. The procurement method used is an open procedure, with the bid submission deadline having been 14th November 2016. The value of the contract awarded is £286,250, with a contract period running from 1st April 2017 to 31st March 2020, and delivery is expected to be in the South East region of the United Kingdom.

This tender presents a significant opportunity for businesses specialising in software development and customer feedback systems, particularly those that are small to medium-sized enterprises (SMEs) and voluntary community sector enterprises (VCSEs). Companies that can demonstrate experience in integrating new systems with legacy infrastructure, and that have a robust process for collecting and analysing customer feedback, would be particularly well-suited to compete for this contract. Engaging in this procurement can help businesses expand their client base while contributing to improved service delivery within local government departments.

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Notice Information

Notice Title

SS16052 - Customer Feedback System

Notice Description

Kent County Council (KCC) is re-issuing this notice, after discussing with the market,(ref PIN 2016/S 060-100974) and re-addressing the financial modelling, 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 14th November 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 31st 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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-3f5dfb78-ad64-4954-b1ca-066ddd154ba3
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/09121ccc-d2b1-496c-a2ce-a75c938bd8fb
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME, VCSE
Awardee Scale
SME

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
£286,250 £100K-£500K
Lots Value
Not specified
Awards Value
£286,250 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
5 Jun 20178 years ago
Submission Deadline
14 Nov 2016Expired
Future Notice Date
Not specified
Award Date
22 Dec 20169 years ago
Contract Period
31 Mar 2017 - 31 Mar 2020 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
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

Supplier Information

Number of Suppliers
1
Supplier Name

ICASEWORK

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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