Award

Transactional Customer Feedback Platform

WEST LANCASHIRE BOROUGH COUNCIL

This public procurement record has 1 release in its history.

Award

10 Oct 2024 at 15:20

Award Notice
Summary of the contracting process

West Lancashire Borough Council has completed the procurement of a Transactional Customer Feedback Platform, specifically designed to support their Housing Customer Service and Income teams. This open procedure tender, valued at £71,800, aims to implement a platform interconnectivity software package to facilitate meaningful customer interactions and generate actionable insights from feedback. The contracting process began with the tender end date on 17th June 2024, and the contract period spans from 24th June 2024 to 23rd June 2026. This platform, to be delivered within England, aligns with the IT software package and database software package industry categories. Key contact for this process is S McHugh, reachable via Procurement@westlancs.gov.uk.

This tender presents an opportunity for businesses, especially small and medium-sized enterprises (SMEs), to innovate and expand their portfolio by providing solutions that capture and leverage customer feedback effectively. The engagement platform is crucial for organisations focusing on enhancing customer service and operational efficiency through advanced IT and database software solutions. Companies in the software development and data analytics sectors, with expertise in customer relationship management technologies, will find this tender particularly relevant as it seeks a solution that drives higher customer engagement and improved service delivery.

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Notice Information

Notice Title

Transactional Customer Feedback Platform

Notice Description

Engagement platform to support Housing Customer Service and Income teams ensure they hear the voice of WLBC customers in every interaction. Engagement solution facilitates more meaningful interactions, resulting in higher conversations, driving high volumes of customer feedback and increased collection rates, Resulting in robust actionable insight; addressing areas of potential improvement of services to customers, identifies changes and trends in customers' needs and behaviour, positive trends and improvements when things are working well with an emphasis on our clear focus on the voice of the customer.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-bd3004a3-b4da-457d-9ab2-feae27fa9ebd
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/a6aff867-e8db-4d2a-9294-9383339d969b
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
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48211000 - Platform interconnectivity software package

48517000 - IT software package

48611000 - Database software package

Notice Value(s)

Tender Value
£71,800 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
10 Oct 20241 years ago
Submission Deadline
17 Jun 2024Expired
Future Notice Date
Not specified
Award Date
20 Jun 20241 years ago
Contract Period
23 Jun 2024 - 23 Jun 2026 1-2 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
WEST LANCASHIRE BOROUGH 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
ORMSKIRK
Postcode
L39 2SA
Post Town
Liverpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD4 Lancashire
Small Region (ITL 3)
TLD47 Chorley and West Lancashire
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
West Lancashire
Electoral Ward
Ormskirk East
Westminster Constituency
West Lancashire

Supplier Information

Number of Suppliers
1
Supplier Name

VOICESCAPES

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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