Notice Information
Notice Title
1-827 Customer Relationship Management (CRM) System Subject Matter Expert (SME)
Notice Description
The project to deliver a Customer Relationship Management (CRM) system has been an integral element within the Major Projects (MP) Change Programme. Specifically, it is part of the project to implement a Programme Controls Service Platform (PCSP). Major Projects has had a significant involvement in delivering the 112 concurrent projects as part of RIS 2, this includes all complex and large-scale projects. On 25th February 2019 the responsibility for the management and future development of CRM was handed over to MP Customer Service Division (CSD). CSD will manage CRM until May 2020 when it will be handed over to Information Technology Directorate (ITD) as part of the corporate ITD systems strategy. Although CRM is an established practice in wider industry, their implementation into Highways England is new and innovative. CRM will enable the business to work more efficiently, streamline ways of working and help us deliver our objectives. The project proposes to replace archaic, unsupported, separate systems that are currently being used across MP/OD to log stakeholder and customer contacts. The rigidity of the systems has led to manual workarounds to compensate for lack of flexibility in the systems. Automating some functions through the system will lead to efficiencies and increased accuracy and ultimately improved customer service.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/ad1aa80f-607d-44d4-87c0-b881ee7665a6
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- Award Notice
- Procurement Type
- Framework
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Call-off from a framework agreement
- Tender Suitability
- Not specified
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
73 - Research and development services and related consultancy services
-
- CPV Codes
73000000 - Research and development services and related consultancy services
Notice Value(s)
- Tender Value
- £119,311 £100K-£500K
- Lots Value
- Not specified
- Awards Value
- £119,311 £100K-£500K
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 25 Jun 20196 years ago
- Submission Deadline
- 17 Jun 2019Expired
- Future Notice Date
- Not specified
- Award Date
- 24 Jun 20196 years ago
- Contract Period
- 23 Jun 2019 - 31 Dec 2019 6-12 months
- 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
- HIGHWAYS ENGLAND
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
Buyer Location
- Locality
- BRISTOL
- Postcode
- BS1 6HA
- Post Town
- Bristol
- Country
- England
-
- Major Region (ITL 1)
- TLK South West (England)
- Basic Region (ITL 2)
- TLK5 West of England
- Small Region (ITL 3)
- TLK51 Bristol, City of
- Delivery Location
- TLI London
-
- Local Authority
- Bristol, City of
- Electoral Ward
- Lawrence Hill
- Westminster Constituency
- Bristol East
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/ad1aa80f-607d-44d4-87c0-b881ee7665a6
25th June 2019 - Awarded contract notice on Contracts Finder
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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