---
title: "Case and Customer Management Solution(s) 2022 - AWARD"
ocid: "ocds-b5fd17-1e439bea-5e6b-4b6c-b701-277406bc87d9"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1e439bea-5e6b-4b6c-b701-277406bc87d9"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1e439bea-5e6b-4b6c-b701-277406bc87d9.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-1e439bea-5e6b-4b6c-b701-277406bc87d9.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "READING BOROUGH COUNCIL"
published: "2022-10-03"
---

# Case and Customer Management Solution(s) 2022 - AWARD

Buyer: READING BOROUGH COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-1e439bea-5e6b-4b6c-b701-277406bc87d9

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## Summary

The Reading Borough Council has awarded a contract for a Case and Customer Management Solution(s). The procurement process was carried out through a Restricted procedure with an estimated contract value of £3m, divided into three lots: Casework solution, Customer platform, and a joint lot covering both requirements. Interested suppliers were required to express interest by 9th May 2022 at 10am. The implementation of the contract should be completed by the end of March 2023. The selected supplier for this contract is Arcus Global Ltd.

This tender for Case and Customer Management Solution(s) by Reading Borough Council presents business growth opportunities to software and IT services providers. The contract, valued at £3m, offers three distinct lots for suppliers to bid on, catering to different aspects of case and customer management. Companies providing task/workflow management solutions, customer portals, and software development services are well-suited to compete in this opportunity. The procurement process aimed at SMEs and VCSEs, emphasizing inclusivity and diversity in supplier participation.

## Notice

Reading Borough Council are completing a Restricted Procurement exercise for the provision of Case and Customer Management Solution(s) - this is a three Lot procurement run under a two stage process. Bidders will be required to tender for one lot only: Lot 1 - Casework solution - this lot covers case, document workflow and task management; Lot 2 - Customer platform - this lot covers customer transactions with the Council (report, contact, apply for services). The solution should support task / workflow management, integrating with core back office systems as required, to work towards resolution. It should also allow customers to view progress and receive communications about their query via a customer portal; Lot 3 - Joint lot covering both requirements. For full requirements, refer to the tender documentation. The estimated value of the Contract is: PS3m (implementation and annual license costs (Lot 1 - Estimated value PS1,450,000; Lot 2 - Estimated value PS1,540,000, Lot 3 - Estimated value PS3,000,000. The contract duration is: 4 years following implementation, subject to satisfactory performance. The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties. Implementation should be completed by e/o March 2023. Suppliers that would like to take part in this process are invited to 'Express Interest' upon which they will be given access to the full documentation delivered through this portal. Documents can be accessed from the 'My Tenders' area of this website by selecting the 'View Details' button for the project. Expressions of interest will only be accepted until 9th May 2022 at 10am. Any questions relating to this opportunity should be made via the correspondence link on this portal.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/6dc85545-6d3e-473d-b92a-8b3133052c2b |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 3 Oct 2022 |
| Submission deadline | 9 May 2022 |
| Future notice date | Not specified |
| Award date | 2 Oct 2022 |
| Contract period | 1 Nov 2022 - 31 Mar 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,000,000 |
| Lots value | Not specified |
| Awards value | £2,035,909 |
| 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 | READING BOROUGH COUNCIL |
| Locality | BERKSHIRE |
| Post town | Reading |
| Postcode | RG1 2LU |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ1 Berkshire, Buckinghamshire and Oxfordshire |
| ITL 3 | TLJ16 Berkshire West |
| Local authority | Reading |
| Electoral ward | Abbey |
| Westminster constituency | Reading Central |
| Delivery location | TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ARCUS GLOBAL |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 3 Oct 2022 at 13:53 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/6dc85545-6d3e-473d-b92a-8b3133052c2b
- 3 Oct 2022 at 11:42 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/6dc85545-6d3e-473d-b92a-8b3133052c2b

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/6dc85545-6d3e-473d-b92a-8b3133052c2b
  3rd October 2022 - Awarded contract notice on Contracts Finder

## 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-b5fd17-1e439bea-5e6b-4b6c-b701-277406bc87d9. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1e439bea-5e6b-4b6c-b701-277406bc87d9.json.