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South Norfolk Council: Customer Relation Management Software Package

South Norfolk Council

This public procurement record has 4 releases in its history.

Award

30 Sep 2025 at 11:46

Award Notice
TenderUpdate

08 Nov 2024 at 15:56

Tender Notice
Tender

01 Nov 2024 at 13:59

Tender Notice
Planning

18 Jun 2024 at 14:59

Planning Notice
Summary of the contracting process

The procurement process initiated by South Norfolk Council in partnership with Broadland District Council aims to acquire a cloud-based Customer Relation Management Software Package. This falls under the services category, specifically focusing on industry-specific software development services. The project is taking place in the region of UKH17, with South Norfolk Council serving as the Contracting Authority and East Suffolk Council providing procurement support. The procurement method employed is a competitive procedure with negotiation, as per the Public Contract Regulations 2015. The contracting process progressed from planning to tender and eventually reached the award stage, with Goss Interactive Ltd being the winning bidder. The contract, valued at £796,855, was signed on 11 September 2025.

This tender presents significant opportunities for businesses involved in software development services, particularly those specialising in customer experience platforms. Companies with a strong track record in technological integration and efficiency improvements would be well-suited to compete in future related tenders. The procurement process encourages collaboration among suppliers, offering a chance for consortiums to bring together diverse technological solutions. Additionally, small and medium-sized enterprises demonstrated strong participation, all four bids received were from SMEs, which reflects opportunities for similar companies to engage in such competitive procedures. Businesses looking to grow by leveraging cutting-edge digital technology can find it advantageous to respond to such tenders that intend to enhance customer service delivery.

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Notice Information

Notice Title

South Norfolk Council: Customer Relation Management Software Package

Notice Description

South Norfolk Council and Broadland District Council are offering this opportunity to participate in a competitive procedure with negotiation for a cloud-based customer experience platform. Both councils' delivery plans outline a strategic objective to provide services for residents, businesses and communities that are innovative, efficient and easy to use against a backdrop of reduced funding and tougher economical times. An improved customer offer enabled by digital technology can have a direct impact on our ability to reduce operating costs to serve our customers, absorb growing demand within existing resources and enable greater efficiencies from understanding the end-to-end customer journey whilst enabling customers to interact with us in modern and efficient ways that are convenient to them. East Suffolk Council's Procurement Team is providing procurement support but the Contracting Authority is South Norfolk Council.

Lot Information

Lot 1

The Councils recognise that customer expectations and demands for seamless, efficient services are increasing, but due to the vast array of services offered by local authorities, this has led to disjointed, siloed customer entry points, reduced ability to extract customer insight, inefficient workflow practices, time delays and multiple hand-offs. These elements combined impact the efficiency and cost of operation, as well as the customer experience and interoperability of our technological architecture. The Councils have set themselves an ambition to improve customer experience and have set out to achieve the following as part of this programme of work: Objectives* To create easy to access services for all * To increase first point of contact resolution and keep the customer informed throughout * To use data and insight to benefit the way we work and our customers * To improve internal workflows and case management The Councils are looking to procure a cloud based customer experience platform which would include a customer portal, forms, case management/workflow, integrations and a content management system. We recognise that our platform may / will be made up of more than one technology provided by more than one supplier. We are open to suppliers collaborating in a consortium but prefer to manage the implementation and ongoing relationship through one lead supplier. The Contracting Authority intends to conduct a Competitive procedure with negotiation in accordance with Reg. 29 of the Public Contract Regulations 2015 (as amended) for the procurement of a customer experience platform.East Suffolk Council's Procurement Team is providing procurement support but the Contracting Authority is South Norfolk Council. Additional information: All communications and tenders must be managed through the In-tend e-sourcing Suite. Any communication outside of the In-tend system, without express permission of the Council (or the East Suffolk Procurement Team acting on its behalf), will be immediately rejected.

Renewal: Initial contract period will be five years (60 months). Two optional additional extensions of 1 year each (5+1+1 years)

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0470d3
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/060821-2025
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
Planning Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive procedure with negotiation
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72212100 - Industry specific software development services

Notice Value(s)

Tender Value
£1,250,000 £1M-£10M
Lots Value
£1,250,000 £1M-£10M
Awards Value
Not specified
Contracts Value
£796,855 £500K-£1M

Notice Dates

Publication Date
30 Sep 202511 months ago
Submission Deadline
2 Dec 2024Expired
Future Notice Date
1 Nov 2024Expired
Award Date
11 Sep 202511 months 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
South Norfolk Council
Additional Buyers

South Norfolk Council and Broadland District 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
NORWICH
Postcode
Not specified
Postcode Area
Not specified
Country
Not specified
Major Region (ITL 1)
Not specified
Basic Region (ITL 2)
Not specified
Small Region (ITL 3)
Not specified
Delivery Location
TLH17 Breckland and South Norfolk
Local Authority
Not specified
Electoral Ward
Not specified
Westminster Constituency
Not specified

Supplier Information

Number of Suppliers
1
Supplier Name

Goss Interactive Ltd

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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