Tender

24/015 Customer Contact Solution

TAMWORTH BOROUGH COUNCIL

This public procurement record has 1 release in its history.

Tender

18 Dec 2024 at 11:00

Tender Notice
Summary of the contracting process

Tamworth Borough Council has initiated an open tender process for a project titled "24/015 Customer Contact Solution," falling under the software package and information systems industry category. The procurement entails acquiring a cloud-based customer portal, CRM, low code workflow management system, and an omnichannel contact centre solution. This project is located in the West Midlands, United Kingdom, with a submission deadline for tenders set for 2pm on Friday, 24th January 2025. The contract is slated to run from 3rd March 2025 to 2nd March 2028.

This tender represents a significant opportunity for businesses specializing in digital customer contact solutions, particularly those leveraging AI and robotic process automation. Small and medium-sized enterprises (SMEs) familiar with scalable, cost-effective technology implementations stand to benefit greatly from this project. The open procedure ensures a competitive and transparent process, offering a prime chance for innovative firms to enhance their market presence by partnering with Tamworth Borough Council to transform their customer service operations and workflow management.

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Notice Information

Notice Title

24/015 Customer Contact Solution

Notice Description

Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions. Additional information: The invitation to tender documents may be viewed or downloaded free of charge from the in-tend e-procurement portal. Tenderers are reminded that the submission date for tenders on the portal is 2pm on Friday 24 January 2025. Is a Recurrent Procurement Type? : No

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-dd4dbff8-b4c7-4fe5-88b2-ddd658e646e7
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/faea6589-96e2-4c59-affc-eb28d312f802
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Dec 20241 years ago
Submission Deadline
24 Jan 2025Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
3 Mar 2025 - 2 Mar 2028 3-4 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
TAMWORTH BOROUGH COUNCIL
Contact Name
Jennifer Getliff
Contact Email
jennifer-getliff@tamworth.gov.uk
Contact Phone
01827 709249

Buyer Location

Locality
STAFFS
Postcode
B79 7BZ
Post Town
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG2 Shropshire and Staffordshire
Small Region (ITL 3)
TLG24 Staffordshire CC
Delivery Location
TLG West Midlands (England)
Local Authority
Tamworth
Electoral Ward
Castle
Westminster Constituency
Tamworth

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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