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Framework Agreement for Customer Experience Management System

East Renfrewshire Council

This public procurement record has 2 releases in its history.

Award

21 Aug 2019 at 01:00

OJEU - F3 - Contract Award Notice
Tender

22 Jan 2019 at 00:00

OJEU - F2 - Contract Notice
Summary of the contracting process

The public procurement process outlined involves East Renfrewshire Council, located at Eastwood HQ, Giffnock, who initiated a tender for a "Framework Agreement for Customer Experience Management System." This project, classified under the services industry, seeks to enhance the digital customer journey through website design, content management systems, and CRM solutions. The procurement process followed an open procedure, with the tender period concluding on 22nd February 2019. A successful bid was awarded to GOSS Interactive Ltd, solidifying a contract that was officially signed on 9th July 2019.

This tender presents significant opportunities for businesses specialising in digital solutions, particularly those skilled in website design, customer relationship management, and systems integration. Firms looking to grow in the public sector may benefit from this project, especially those with a strong history of delivering innovative digital transformations. With a requirement for community benefits tied to the contract, companies committed to local engagement and training initiatives could greatly enhance their competitiveness in this procurement.

How relevant is this notice?

Notice Information

Notice Title

Framework Agreement for Customer Experience Management System

Notice Description

East Renfrewshire Council (ERC) has ambitious plans to transform its Digital Customer Experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses - Website Design - Website Content Management System - Customer Relationship Management/ Customer Experience Management System

Lot Information

Lot 1

East Renfrewshire Council are looking to establish a sole supplier framework agreement. The initial call off via the framework agreement will establish a contract for the following: Supply, build, implementation, testing, training and support & maintenance of an end to end Customer Experience Management System that replaces functionality of the current: -Website Content Management (CMS) for multiple sites -Customer Relationship Management (CRM) Further potential call off options shall include: -Website redesign for ERC main Site (currently: www.eastrenfrewshire.gov.uk) -Website redesign and amalgamation of three East Renfrewshire Culture & Leisure Trust sites (currently: http://www.ercultureandleisure.org/ http://eastwoodparktheatre.co.uk/ http://www.portaltothepast.co.uk/) or migration of three sites as-is onto the new solution - Queue management - Live Chat / Chatbot - Utilising the solution for internal use (Intranet) All possibilities of how to best achieve a seamless Digital Customer Experience are being considered, including integrated best of breed systems, a single solution or alternative methods.

Options: The following are potential future call off requirements: Website redesign for ERC main Site (currently: www.eastrenfrewshire.gov.uk) -Website redesign and amalgamation of three East Renfrewshire Culture & Leisure Trust sites (currently: http://www.ercultureandleisure.org/ http://eastwoodparktheatre.co.uk/ http://www.portaltothepast.co.uk/) or migration of three sites as-is onto the new solution - Queue management - Live Chat - Utilising the solution for internal use (Intranet)

Renewal: The initial Call Off Contract award is offered for a period of 3 years plus 3 possible 12-month extensions

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000570071
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG364115
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
OJEU - F3 - Contract Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

CPV Codes

48445000 - Customer Relation Management software package

48780000 - System, storage and content management software package

48783000 - Content management software package

72212445 - Customer Relation Management software development services

72212783 - Content management software development services

72222300 - Information technology services

72413000 - World wide web (www) site design services

Notice Value(s)

Tender Value
£1,000,000 £1M-£10M
Lots Value
£1,000,000 £1M-£10M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
21 Aug 20197 years ago
Submission Deadline
22 Feb 2019Expired
Future Notice Date
Not specified
Award Date
9 Jul 20197 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Not Specified
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
East Renfrewshire 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
GIFFNOCK
Postcode
G46 6UG
Postcode Area
Glasgow
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM3 West Central Scotland
Small Region (ITL 3)
TLM33 Inverclyde, East Renfrewshire, and Renfrewshire
Delivery Location
TLM83 Inverclyde, East Renfrewshire, and Renfrewshire
Local Authority
East Renfrewshire
Electoral Ward
Giffnock and Thornliebank
Westminster Constituency
East Renfrewshire

Supplier Information

Number of Suppliers
1
Supplier Name

GOSS Interactive Ltd

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN343036
    Framework Agreement for Customer Experience Management System - East Renfrewshire Council (ERC) has ambitious plans to transform its Digital Customer Experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses - Website Design - Website Content Management System - Customer Relationship Management/ Customer Experience Management System
  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG364115
    Framework Agreement for Customer Experience Management System - East Renfrewshire Council (ERC) has ambitious plans to transform its Digital Customer Experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses - Website Design - Website Content Management System - Customer Relationship Management/ Customer Experience Management System

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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