Notice Information
Notice Title
A hosted ticketing solution with ongoing maintenance and support services
Notice Description
The Customer Support System shall contain a knowledge base to enable support staff to quickly identify known fixes. This shall also be made available to customers on an online portal so that they can search for a solution to their issue before submitting a ticket. If customers need to submit a ticket then this shall be done in one of three ways: 1. By telephone with support staff manually entering ticket details into the system; 2. By email with the email content being automatically converted into a ticket within the system; 3. Through adding request details within an online portal to create a ticket within the system. All tickets shall be given a prioritisation and added to a queue for the support staff to process. Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality. All resolved tickets then form part of the knowledge base.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/55f64156-b94b-4ee5-849e-fa5906ec1561
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- SME
- Awardee Scale
- SME
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
-
- CPV Codes
48331000 - Project management software package
48332000 - Scheduling software package
48333000 - Contact management software package
48445000 - Customer Relation Management software package
Notice Value(s)
- Tender Value
- £280,000 £100K-£500K
- Lots Value
- Not specified
- Awards Value
- £169,949 £100K-£500K
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 5 Sep 20196 years ago
- Submission Deadline
- 24 Jan 2019Expired
- Future Notice Date
- Not specified
- Award Date
- 12 May 20196 years ago
- Contract Period
- 31 Jul 2019 - 31 Jul 2024 Over 5 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
- GLOUCESTERSHIRE COUNTY COUNCIL
- Contact Name
- Chris Keenleyside
- Contact Email
- chris.keenleyside@gloucestershire.gov.uk
- Contact Phone
- +44 1452324329
Buyer Location
- Locality
- GLOUCESTER
- Postcode
- GL1 2TG
- Post Town
- Gloucester
- Country
- England
-
- Major Region (ITL 1)
- TLK South West (England)
- Basic Region (ITL 2)
- TLK7 Gloucestershire and Wiltshire
- Small Region (ITL 3)
- TLK73 Gloucestershire CC
- Delivery Location
- TLK South West (England)
-
- Local Authority
- Gloucester
- Electoral Ward
- Westgate
- Westminster Constituency
- Gloucester
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/55f64156-b94b-4ee5-849e-fa5906ec1561
5th September 2019 - Awarded contract notice on Contracts Finder -
https://www.contractsfinder.service.gov.uk/Notice/13b3a5e1-693c-4bdc-9075-995217774174
17th December 2018 - Opportunity notice on Contracts Finder
Notice URLs
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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