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Case and Customer Management Solution(s) 2022

Reading Borough Council

This public procurement record has 3 releases in its history.

Award

03 Oct 2022 at 13:23

Award Notice
Tender

08 Apr 2022 at 17:26

Tender Notice
Planning

20 Aug 2021 at 13:16

Planning Notice
Summary of the contracting process

The Reading Borough Council has completed a procurement exercise for Case and Customer Management Solution(s) in the goods category. The procurement involved three lots: Case Management Solution, Customer Management Solution, and a Joint Lot covering both requirements. Arcus Global Limited was awarded the contract worth £2,035,909.93 for the Case and Customer Management Solution. The procurement method used was a Restricted procedure, and the relevant deadlines are defined in Regulations 93 & 94 of the Public Contracts Regulations 2015.

This tender by the Reading Borough Council offers opportunities for businesses specialising in IT services, consulting, software development, and Internet support. The procurement process aimed to acquire software packages and information systems to enhance case and customer management. Businesses interested in delivering solutions focusing on case workflow, task management, customer transactions, and integrated back-office systems would be well-suited to compete for this contract, aimed at enhancing customer interaction and service delivery.

How relevant is this notice?

Notice Information

Notice Title

Case and Customer Management Solution(s) 2022

Notice Description

Reading Borough Council are completing a Restricted Procurement exercise for the provision of Case and Customer Management Solution(s) - this is a three Lot procurement run under a two stage process. Bidders will be required to tender for one lot only: Lot 1 - Casework solution - this lot covers case, document workflow and task management; Lot 2 - Customer platform - this lot covers customer transactions with the Council (report, contact, apply for services). The solution should support task / workflow management, integrating with core back office systems as required, to work towards resolution. It should also allow customers to view progress and receive communications about their query via a customer portal; Lot 3 - Joint lot covering both requirements. For full requirements, refer to the tender documentation.

Lot Information

Case Management Solution

Case, document workflow and task managementF01: Prior information notice (prior information only) - Notice reference: 2021/S 000-021847 - Published 3 September 2021, 11:12am

Renewal: The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties

Customer Management Solution

Customer transactions with the Council (report, contact, apply for services). The solution should support task / workflow management, integrating with core back office systems as required, to work towards resolution. It should also allow customers to view progress and receive communications about their query via a customer portal.F01: Prior information notice (prior information only) - Notice reference: 2021/S 000-020474 - Published 20 August 2021, 1:16pm

Renewal: The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties

Joint Lot

Joint lot covering both requirements. Both PIN notice stated in Lots 1 and 2 descriptions equally apply to this lot

Renewal: The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-02d769
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/027681-2022
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
Planning Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Restricted procedure
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

CPV Codes

48000000 - Software package and information systems

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

Notice Value(s)

Tender Value
£3,000,000 £1M-£10M
Lots Value
£6,000,000 £1M-£10M
Awards Value
Not specified
Contracts Value
£2,035,909 £1M-£10M

Notice Dates

Publication Date
3 Oct 20223 years ago
Submission Deadline
9 May 2022Expired
Future Notice Date
1 Dec 2021Expired
Award Date
3 Oct 20223 years ago
Contract Period
12 Sep 2022 - 31 Mar 2029 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Reading Borough 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
READING
Postcode
RG1 2LU
Postcode Area
Reading
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ1 Berkshire, Buckinghamshire and Oxfordshire
Small Region (ITL 3)
TLJ16 Berkshire West
Delivery Location
TLJ11 Berkshire
Local Authority
Reading
Electoral Ward
Abbey
Westminster Constituency
Reading Central

Supplier Information

Number of Suppliers
1
Supplier Name

Arcus Global Limited

Further Information

Open Contracting Data Standard (OCDS)

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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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