---
title: "Digital Customer Portal"
ocid: "ocds-b5fd17-12bcf931-6490-420f-a42e-20422b7175b7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-12bcf931-6490-420f-a42e-20422b7175b7"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-12bcf931-6490-420f-a42e-20422b7175b7.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-12bcf931-6490-420f-a42e-20422b7175b7.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "BLACKBURN WITH DARWEN"
published: "2020-03-19"
---

# Digital Customer Portal

Buyer: BLACKBURN WITH DARWEN  
Current stage: Award  
OCID: ocds-b5fd17-12bcf931-6490-420f-a42e-20422b7175b7

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## Summary

The procurement process involved Blackburn with Darwen, which sought a contract for the development of a Digital Customer Portal. This initiative falls under the services category, specifically within the software package and information systems industry. The procurement was conducted through a selective method known as competitive dialogue. The tender was officially completed on 12 March 2020, with a contract period starting from 13 March 2020 and lasting until 18 March 2030. The primary location for this procurement is Blackburn, in the North West of England, with a total contract value of £10 million.

This tender presents a significant opportunity for businesses in the software development and digital services sector, particularly those specialising in customer relationship management systems. Small and medium enterprises (SMEs) would be especially well-suited to compete for this project, given its focus on enhancing customer interactions through technology. The selected supplier, Abavus Ltd, demonstrates the potential for innovative firms to play a crucial role in improving public sector digital services, ultimately fostering an environment for business growth and capability enhancement.

## Notice

Award of Contract for Digital Customer Portal - The Digital Customer Platform/CRM will be required to replace our current Customer Contact Portal and become the preferred route for customers contacting and interacting with the Council. The first phase of the project will be to replace and improve 91 integrated and non-integrated forms, replace and improve 23 workflow processes for our Customer Services and Environment Departments. Further phases include replacing and improving 31 forms, PDF's and emails that currently sit outside the existing Customer Contact Portal these will require online forms and automated processes. Replacing or integration to back office systems is key to the customer on-line experience so that when our customers report problems, request services, pay for services, book services and check progress against services they are using one system and account login. The customer journey and experience is required to be seamless, effective and efficient. The replacement system is required to be easy to use to enable our Business Departments to make local form and process changes so that as a Digital Authority we can grow and add more on-line services efficiently and effectively.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/bea3c2ec-94e4-4132-9b45-e7e4466fc90d |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive dialog |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Mar 2020 |
| Submission deadline | 18 Nov 2019 |
| Future notice date | Not specified |
| Award date | 12 Mar 2020 |
| Contract period | 13 Mar 2020 - 18 Mar 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £10,000,000 |
| Lots value | Not specified |
| Awards value | £10,000,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | BLACKBURN WITH DARWEN |
| Locality | BLACKBURN |
| Post town | Blackburn |
| Postcode | BB1 7DY |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD4 Lancashire |
| ITL 3 | TLD41 Blackburn with Darwen |
| Local authority | Blackburn with Darwen |
| Electoral ward | Blackburn Central |
| Westminster constituency | Blackburn |
| Delivery location | TLD North West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ABAVUS |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 19 Mar 2020 at 10:07 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/bea3c2ec-94e4-4132-9b45-e7e4466fc90d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/bea3c2ec-94e4-4132-9b45-e7e4466fc90d
  19th March 2020 - Awarded contract notice on Contracts Finder
- https://procontract.due-north.com/Advert?advertId=0c61fad4-d1f1-e911-80fa-005056b64545
  Advert

## Notice URLs

- http://www.blackburn.gov.uk/

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-12bcf931-6490-420f-a42e-20422b7175b7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-12bcf931-6490-420f-a42e-20422b7175b7.json.