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Customer Feedback System

KENT COUNTY COUNCIL

This public procurement record has 1 release in its history.

Award

28 Jul 2026 at 13:22

Award Notice
Summary of the contracting process

Kent County Council has completed the public procurement process for a "Customer Feedback System" in the IT services sector, aimed at managing various types of information requests and complaints. The procurement falls under the industry category of IT services, with a focus on consulting, software development, Internet, and support. The process was conducted through a selective method, specifically a call-off from a framework agreement via G-Cloud 14. The award stage has been reached, with the contract being awarded to CIVICA UK LIMITED on 21st May 2026. The contract is valued at £157,625 and spans from 1st October 2026 to 1st October 2028, covering the South East region of the United Kingdom.

This tender offers significant growth opportunities for businesses specialising in IT services, particularly those offering comprehensive software solutions and support for public sector bodies. The project provides a platform for enhancing expertise in developing and maintaining robust feedback management systems, aligning with public sector needs. Large enterprises like CIVICA UK LIMITED, equipped with the necessary scale and capabilities to handle extensive information systems and customer feedback solutions, are well-suited to engage in these types of tenders. The focus on IT services in a regional council context indicates potential future opportunities for providers skilled in customising solutions for public administration needs.

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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 20261 weeks ago
Submission Deadline
29 Apr 2026Expired
Future Notice Date
Not specified
Award Date
20 May 20262 months ago
Contract Period
30 Sep 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
Post Town
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

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. 

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