Award

Ask AI about this notice

Summarise, research or assess it with AI

View Markdown

Share this notice

Send this contract to a colleague

Customer Feedback System

Kent County Council

This public procurement record has 1 release in its history.

Award

28 Jul 2026 at 14:22

Award Notice
Summary of the contracting process

Kent County Council procured a customer feedback and information-request system for services delivered in the South East of England. The service covers customer comments, complaints and compliments; Local Ombudsman complaints; member complaints; Freedom of Information requests; Subject Access Requests; and Environmental Information Regulations complaints. It is intended to bring case information together in one place and provide a reliable audit trail showing case progress and response times. This is an IT service covering software and support, classified under CPV 72000000. The council is the buyer and user of the system, which must support the management, tracking and oversight of multiple public-sector feedback and information-rights processes.

The procurement is complete and was awarded on 21 May 2026 to CIVICA UK LIMITED. The contract value is £157,625. The contract runs from 1 October 2026 to 1 October 2028, with the tender description providing for a possible one-year extension. It was awarded through G-Cloud 14 using a selective call-off from a framework agreement. The tender submission deadline was 29 April 2026 at 12:00. The recorded procurement category is services. The award is active, and the successful supplier is identified separately from the council as the buyer. The published requirement states that the system must cover the listed feedback, complaints and information-request functions.

This requirement demonstrates demand from Kent County Council for a substantial, integrated case-management platform rather than a single-purpose complaints tool. A credible future competitor would need software capable of handling diverse feedback, statutory information requests and complaints within one controlled environment, with configurable workflows, case tracking and a complete audit trail. The platform should help public-sector teams monitor progress, measure response times and retain a clear history of actions and decisions. Relevant suppliers are established IT service providers with the capacity to implement and support a council-wide system, manage several case types consistently, and deliver dependable ongoing software support. The requirement was not marked as suitable for SMEs or voluntary, community and social enterprises.

How relevant is this notice?

Notice Information

Notice Title

Customer Feedback System

Notice Description

Contract was awarded via G-Cloud 14. Customer Feedback system to handle Information Requests and Complaints handling. Enabling the council to collate information relating to cases in one place and to have a robust audit trail, showing the progress of cases and the time taken to complete responses. The system encompassed the following types of feedback: * Customer Feedback - Comments, Complaints and Compliments * Local Ombudsman Complaints * Member Complaints * Freedom of Information Requests * Subject Access Requests * Environmental Information Regulations complaints The initial contract term is for 2 Years with a possible 1 Year extension.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-fdad8c37-2dd4-42ed-8c1b-605b938fd228
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/752d3834-6f03-429f-953e-53b6a906809d
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

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
£157,625 £100K-£500K
Lots Value
Not specified
Awards Value
£157,625 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
28 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
21 May 20264 months ago
Contract Period
1 Oct 2026 - 1 Oct 2028 2-3 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
Kent County 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
MAIDSTONE
Postcode
ME14 1XQ
Postcode Area
Rochester
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ4 Kent
Small Region (ITL 3)
TLJ45 Mid Kent
Delivery Location
TLJ South East (England)
Local Authority
Maidstone
Electoral Ward
Penenden Heath
Westminster Constituency
Maidstone and Malling

Supplier Information

Number of Suppliers
1
Supplier Name

Civica UK Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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.

Loading OCDS record...