Notice Information
Notice Title
Provision for a customer relationship management (CRM) system
Notice Description
Torfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents
Lot Information
Lot 1
The TCBC Customer Services team consist of 27 people who handle approximately 200,000 contacts via phone, face to face, email and social media per annum. The team work remotely as well as from offices in Pontypool, Blaenavon and Cwmbran. The current CRM is used to record all requests for service, these are passed to the service departments via the system or as email, depending on the service requirements. At present, there has been no integration undertaken with back office applications. Most information requests are not recorded to save time whilst handing contacts.
Renewal: There is an option to extend the contract for a further period of up to 24 months in total
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-037df0
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/008590-2023
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open 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
48445000 - Customer Relation Management software package
48781000 - System management software package
48782000 - Storage management software package
48783000 - Content management software package
72000000 - IT services: consulting, software development, Internet and support
72212445 - Customer Relation Management software development services
Notice Value(s)
- Tender Value
- £380,000 £100K-£500K
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 24 Mar 20232 years ago
- Submission Deadline
- 2 Dec 2022Expired
- Future Notice Date
- Not specified
- Award Date
- 1 Mar 20232 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Cancelled
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- CHIEF EXECUTIVE’S SERVICE
- Contact Name
- Nicola Radcliffe
- Contact Email
- nicola.ratcliffe@torfaen.gov.uk
- Contact Phone
- +44 7970968586
Buyer Location
- Locality
- PONTYPOOL
- Postcode
- NP4 6YB
- Post Town
- Newport
- Country
- Wales
-
- Major Region (ITL 1)
- TLL Wales
- Basic Region (ITL 2)
- TLL5 South East Wales
- Small Region (ITL 3)
- TLL53 Gwent Valleys
- Delivery Location
- TLL16 Gwent Valleys
-
- Local Authority
- Torfaen
- Electoral Ward
- Pontypool Fawr
- Westminster Constituency
- Torfaen
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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