Tender

Digital Customer Portal

BLACKBURN WITH DARWEN

This public procurement record has 3 releases in its history.

Tender

25 Oct 2019 at 12:55

Tender Notice
Tender

21 Oct 2019 at 09:58

Tender Notice
Tender

18 Oct 2019 at 18:04

Tender Notice
Summary of the contracting process

The Blackburn with Darwen Council is currently seeking tenders for the "Digital Customer Portal" project, classified under IT services, with a budget between £1,000,000 and £20,000,000. This initiative aims to enhance customer interactions by replacing the existing Customer Contact Portal and improving various workflows associated with customer services. The tender period will close on 18 November 2019, following which the contract is scheduled to commence on 22 March 2020 and run until 31 October 2029. Interested parties must note that this procurement process has been initiated as part of the council's broader digital strategy in the North West of England.

This tender presents a significant opportunity for businesses specialising in software development, consulting, and IT services. Small and medium-sized enterprises (SMEs) would be particularly well-suited to compete, given the project’s scope for integration and user-friendly design. Companies capable of delivering an effective customer relationship management (CRM) solution that enhances online access and service efficiency are encouraged to participate, as the procurement is aimed at tightening customer experiences while enabling the council to expand its digital offerings efficiently.

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Notice Information

Notice Title

Digital Customer Portal

Notice Description

The Digital Customer Platform/CRM will be required to replace our current Customer Contact Portal and become the preferred route for customers contacting and interacting with the Council. The first phase of the project will be to replace and improve 91 integrated and non-integrated forms, replace and improve 23 workflow processes for our Customer Services and Environment Departments. Further phases include replacing and improving 31 forms, PDF's and emails that currently sit outside the existing Customer Contact Portal these will require online forms and automated processes. Replacing or integration to back office systems is key to the customer on-line experience so that when our customers report problems, request services, pay for services, book services and check progress against services they are using one system and account login. The customer journey and experience is required to be seamless, effective and efficient. The replacement system is required to be easy to use to enable our Business Departments to make local form and process changes so that as a Digital Authority we can grow and add more on-line services efficiently and effectively. Although other authorities have been named in this procurement no discussions have been held with them regarding this procurement.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-c39d0fb2-ca33-44d3-b455-c4cc1878017f
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/f1febbd3-bafd-4280-9173-a945b92208f9
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other -
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£20,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
25 Oct 20196 years ago
Submission Deadline
18 Nov 2019Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
22 Mar 2020 - 31 Oct 2029 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
BLACKBURN WITH DARWEN
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BLACKBURN
Postcode
BB1 7DY
Post Town
Blackburn
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD4 Lancashire
Small Region (ITL 3)
TLD41 Blackburn with Darwen
Delivery Location
TLD North West (England)
Local Authority
Blackburn with Darwen
Electoral Ward
Blackburn Central
Westminster Constituency
Blackburn

Further Information

Notice Documents

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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