Tender

GB-Stafford: SARH Two Way SMS Procurement

STAFFORD & RURAL HOMES

This public procurement record has 1 release in its history.

Tender

18 Nov 2016 at 20:17

Tender Notice
Summary of the contracting process

The procurement process titled "GB-Stafford: SARH Two Way SMS Procurement" is initiated by Stafford & Rural Homes, which is based in Stafford, West Midlands, UK. This open tender aims to procure a Two-Way SMS solution for enhanced customer communication and service efficiencies. The tender was published on 12 July 2016 and is currently in the active stage, with a submission deadline set for 22 August 2016. The contract, valued between £25,000 and £50,000, will commence on 3 October 2016 and is expected to run until 5 October 2020, focusing on the software package and information systems industry.

This tender presents significant growth opportunities for small and medium enterprises (SMEs) looking to innovate in customer engagement and service delivery solutions. Businesses capable of providing SMS technology and customer service enhancements may find this procurement particularly well-suited for their capabilities. The emphasis on reducing call volumes and increasing online transactions suggests that service providers with expertise in mobile communication and CRM systems will be competitive in this process.

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Notice Information

Notice Title

GB-Stafford: SARH Two Way SMS Procurement

Notice Description

The provision of a Two-Way SMS solution. The High Level Business Requirements are detailed below: clubsTo provide customers with a new and more convenient way of contacting SARH. clubsTo provide SARH with a more convenient way of contacting Customers. clubsTo potentially deliver efficiencies for call handling in all departments across the organisation. clubsTo encourage more use of online services. clubsTo further improve the SARH customer service / growth offer. clubsEnhance the reputation of SARH for innovation and help underpin future partnerships. Background on requirements for SMS / Expected Business Benefits clubsMore communication choices for customers clubsBetter Customer satisfaction clubsA more coherent view within SARH of customer satisfaction levels / views / concerns etc. clubsA reduction in the call volume to Customer Services (50% of calls currently concern repairs) clubsIncrease in paperless transactions clubsEasy way to facilitate brief transactional customer satisfaction surveys clubsAutomated workflow to streamline operations clubsSome operations will be more effective via SMS than phone or letter i.e. Early low level rent arrears progression by SMS / reminder of gas servicing on the day to reduce no shows. clubsLess intrusive form of communication for customers clubsEasier proactive communications - Early low level rent arrears reminders by text etc. clubsBulk Texting by criteria - e.g. send a particular text to all over 1 week in arrears clubsLower volume of calls, letters and emails due to 1st line filtering by the Customer Services Team and increased closure of calls. clubsEconomies of scale by increasing the capacity of Customer Services without increasing staffing clubsReduced Printing / Phone calls / Letters Additional information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-e3cdfdca-adc9-11e6-9901-0019b9f3037b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/6f50c2a4-3469-4267-8c9c-dd9152ec0bb4
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
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
£50,000 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Nov 20169 years ago
Submission Deadline
22 Aug 2016Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
2 Oct 2016 - 5 Oct 2020 4-5 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
STAFFORD & RURAL HOMES
Contact Name
Jon Drummond
Contact Email
jon.drummond@shawc.co.uk
Contact Phone
+441785216685

Buyer Location

Locality
STAFFORD
Postcode
ST18 0WP
Post Town
Stoke-on-Trent
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
Stafford
Electoral Ward
Milwich
Westminster Constituency
Stone, Great Wyrley and Penkridge

Further Information

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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