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Colleague competency solution - AWARD

THE RIVERSIDE GROUP LIMITED

This public procurement record has 1 release in its history.

Award

08 Jul 2026 at 14:02

Award Notice
Summary of the contracting process

The procurement process managed by The Riverside Group Limited, a prominent social housing provider based in Speke, Liverpool, has reached the award stage for their project titled "Colleague competency solution". This initiative falls under the industry category of "Training software development services" and utilises an open procedure method. Key locations associated with the delivery include the United Kingdom, British Overseas Territories, Channel Islands, and other regions. The contract, valued at £129,144, is scheduled to commence on 15th July 2026 and conclude on 14th July 2029. The award was made to Elephants Don't Forget Ltd, an organisation based in Dublin, Ireland, with the official award date of 6th May 2026.

This tender represents considerable growth opportunities for businesses specialising in training software solutions, particularly those adept in addressing competency and knowledge management within large-scale customer service settings. The Riverside Group's focus on enhancing customer interactions and internal processes signals potential long-term collaborations for businesses capable of delivering innovative digital solutions that align with evolving customer service standards. Companies offering services that integrate seamlessly with existing platforms like Salesforce could find substantial collaborative opportunities in such tenders, given the group's commitment to refining their multichannel and omnichannel experiences.

How relevant is this notice?

Notice Information

Notice Title

Colleague competency solution - AWARD

Notice Description

The Riverside Group (TRG) are a large Social Housing provider based in Speke, Liverpool. Our customer services team handles c.1m contacts from and to customers each year. With people at our heart, we've an intent to improve the quality of our services to our customers, whether in social housing or our care and support schemes and services - delivered by engaged and fulfilled colleagues. We aim to add value by reducing cost through better working practices, without undermining service standards and quality. We'll maximise income by improving our collection rates and optimise our commercial activities. We're committed to providing a more positive digital experience for customers and colleagues, ensuring that digital is the first choice every time. We currently offer a multichannel ecosystem, but over time aim to deliver a more sophisticated omnichannel experience that is integrated and needs-based. Further information on what we do can be found here: What we do - Riverside Group. Colleague competency has been an ongoing challenge for the Customer Service Centre team, with colleagues expected to retain significant process information and knowledge across multiple core servicing areas - Repairs and Maintenance, Income Management, Housing Management, Building Safety, Complaints and Anti-Social Behaviour and Safeguarding. Whilst training and supporting documentation is given/available to colleagues via multiple sources, ongoing quality assurance activities have identified significant gaps in terms of adherence to customer service, compliance and process standards. Current challenges include: * Average interaction handling time exceeds 10 minutes versus targeted handling time of 8 minutes leading to an increase in customer wait times (target is 3 minutes, current performance 7-10 minutes as of June 2025) * 40% of the average interaction handling time is spent in wrap (also known as after call work), contributing to reduced advisor availability and increased customer wait times * When colleagues place a customer on hold, on average this is done for over 3 minutes - highlighting a potential knowledge or process gap * An advisor teams chat is available to support colleagues with questions or queries, this is used c300 times per day for advisors to ask questions and raise support requests if they're unsure/unable to respond to a customer's query - this means over 100,000 support requests are made and responded to per year, increasing handling time and highlighting an issue with advisor knowledge and competency * The blending of customer interactions post-system integration/migration of former One Housing customers to incumbent Riverside Group systems (Salesforce, Open Housing etc), has highlighted significant knowledge gaps and process queries - at present there are 20 known knowledge or process issues flagged as part of the integration * We've over 450 knowledge articles, desig...

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-583882ad-5f4a-49be-9280-948bbf357f5c
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/114ba483-8929-4d59-ba93-3bb00ead1407
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72212931 - Training software development services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£129,144 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
8 Jul 20261 weeks ago
Submission Deadline
1 Apr 2026Expired
Future Notice Date
Not specified
Award Date
5 May 20262 months ago
Contract Period
14 Jul 2026 - 14 Jul 2029 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
THE RIVERSIDE GROUP LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LIVERPOOL
Postcode
L24 8RF
Post Town
Liverpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD7 Merseyside
Small Region (ITL 3)
TLD72 Liverpool
Delivery Location
Not specified
Local Authority
Liverpool
Electoral Ward
Garston
Westminster Constituency
Liverpool Garston

Supplier Information

Number of Suppliers
1
Supplier Name

ELEPHANTS DONT FORGET

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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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