--- title: "HBC - Customer Relationship Management System" ocid: "ocds-b5fd17-15c3980c-5368-4494-ad64-1dd657f9fd27" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-15c3980c-5368-4494-ad64-1dd657f9fd27" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-15c3980c-5368-4494-ad64-1dd657f9fd27.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-15c3980c-5368-4494-ad64-1dd657f9fd27.json" source: "Contracts Finder" current_stage: "Tender" buyer: "SUPPLY HERTFORDSHIRE" published: "2018-09-07" --- # HBC - Customer Relationship Management System Buyer: SUPPLY HERTFORDSHIRE Current stage: Tender OCID: ocds-b5fd17-15c3980c-5368-4494-ad64-1dd657f9fd27 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-15c3980c-5368-4494-ad64-1dd657f9fd27) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-15c3980c-5368-4494-ad64-1dd657f9fd27.json) ## Summary The Hertsmere Borough Council, through Supply Hertfordshire, is seeking a supplier to replace its Customer Relationship Management (CRM) System. The procurement, categorised under the services industry, is currently in the tender stage, with a deadline for submissions set for 21st September 2018. The project aims to deliver a user-friendly system that integrates with the council’s website and supports various channels for customer service. The contract is expected to commence on 1st June 2019 and will last until 31st May 2024, making it an important investment for enhancing digital services. This opportunity presents a significant avenue for business growth, especially for firms specialising in customer relationship management software development and integration services. Companies that can provide intuitive and adaptable solutions capable of cloud hosting and multi-channel support would be particularly well-suited to compete. Additionally, those with experience in government contracts and delivering similar technological upgrades could find this tender aligns perfectly with their service offerings. ## Notice Hertsmere Borough Council is looking to replace its current Customer Relationship Management System (CRM). The objectives of this project are: o Provides customers with a single user account to access a range of council services o Can manage and track all customer enquiries, service requests and end to end transactions, regardless of if the customer is transacting through a customer account. o Will provide Street Scene Services with a module/ system as they currently use the existing CRM system. To create and manage cases for resolution by Street Scene Services for service requests like missed bins, fly tipping and bulky waste collections as they do not have their own waste system. o Is easy to use, intuitive and user friendly o Can be integrated seamlessly and simply with the council website and back office systems o Provides customer feedback ensuring customer are kept up to date with the status or progress of transactions they make with the council o Can be used across all access channels (telephone, face to face, email, website, mobile, social media and messaging services) o Has a clearly defined support and maintenance structure o Has a clearly identified roadmap for future development o Can be hosted in the cloud o Is a fit-for-purpose and modern system upon which the council can grow its front-end digital services Additional information: Is a Recurrent Procurement Type? : No ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/bd5dc575-3d88-49dc-9f4d-99e22be762df | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 7 Sep 2018 | | Submission deadline | 21 Sep 2018 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 May 2019 - 31 May 2024 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | SUPPLY HERTFORDSHIRE | | Locality | HERTFORDSHIRE | | Post town | Watford | | Postcode | WD6 1WA | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH2 Bedfordshire and Hertfordshire | | ITL 3 | TLH27 South West Hertfordshire | | Local authority | Hertsmere | | Electoral ward | Borehamwood Cowley Hill | | Westminster constituency | Hertsmere | | Delivery location | Not specified | ## CPV Codes ### Divisions - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 48445000 - Customer Relation Management software package - 72212445 - Customer Relation Management software development services ## Release History - 7 Sep 2018 at 08:31 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/bd5dc575-3d88-49dc-9f4d-99e22be762df - 6 Sep 2018 at 11:51 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/bd5dc575-3d88-49dc-9f4d-99e22be762df ## Documents - https://www.contractsfinder.service.gov.uk/Notice/bd5dc575-3d88-49dc-9f4d-99e22be762df 7th September 2018 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/supplyhertfordshire/aspx/ Additional information on how to apply for this contract ## Notice URLs - http://www.hertsmere.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-b5fd17-15c3980c-5368-4494-ad64-1dd657f9fd27. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-15c3980c-5368-4494-ad64-1dd657f9fd27.json.