---
title: "Corporate case management and complaints system"
ocid: "ocds-b5fd17-1f041906-3791-4363-98e4-6101a4717b6b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1f041906-3791-4363-98e4-6101a4717b6b"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1f041906-3791-4363-98e4-6101a4717b6b.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-1f041906-3791-4363-98e4-6101a4717b6b.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LONDON BOROUGH OF ISLINGTON"
published: "2024-08-30"
---

# Corporate case management and complaints system

Buyer: LONDON BOROUGH OF ISLINGTON  
Current stage: Award  
OCID: ocds-b5fd17-1f041906-3791-4363-98e4-6101a4717b6b

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-1f041906-3791-4363-98e4-6101a4717b6b)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-1f041906-3791-4363-98e4-6101a4717b6b.json)

## Summary

The London Borough of Islington has completed the procurement process for a corporate case management and complaints system under the tender ID 2324-0087. This falls under the industry category of "Database and operating software package" (CPV: 48600000) with additional classifications in miscellaneous software package and computer systems, and monitoring and control services. ROL SOLUTIONS LTD has been awarded the contract valued at £164,250. The procurement method employed was a call-off from a framework agreement, with the contract period spanning from 4 August 2023 to 3 August 2025. The primary location for delivery is in Islington, London, with postal code N1 2UD. The procurement stage is marked as complete, and the key decision date for award was 19 July 2023.

This tender offers substantial opportunities for businesses specialising in technology systems and software solutions tailored to complaints management processes. Companies with experience in designing effective and efficient CRM systems, particularly those aligning with incremental and pragmatic technology architectures, will find this project aligning with their expertise. Although the contract has been awarded to a large enterprise, smaller businesses and those specialising in niche areas of software development and monitoring services could still benefit from being part of the supply chain or offering complementary services to enhance the project’s outcomes. This presents a growth prospect for businesses looking to expand their portfolio and establish a reputation in government and public sector contracts.

## Notice

There is partial use of the CRM system and extensive off-system and parallel-system working. In order to deliver an effective, efficient complaints process, where risk is managed and appropriate business intelligence is available, the technology systems used to manage complaints needed definition over the long-term. It was advised that this is laid out through a series of technology architecture states, which deliver an incremental and pragmatic approach which aligns with ongoing Resident Experience work.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d196e494-69ef-4df3-aeae-5af4c2f3a20d |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 30 Aug 2024 |
| Submission deadline | 4 Jul 2023 |
| Future notice date | Not specified |
| Award date | 18 Jul 2023 |
| Contract period | 3 Aug 2023 - 3 Aug 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £164,250 |
| Lots value | Not specified |
| Awards value | £164,250 |
| 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 | LONDON BOROUGH OF ISLINGTON |
| Locality | LONDON |
| Post town | North London |
| Postcode | N1 2UD |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI43 Haringey and Islington |
| Local authority | Islington |
| Electoral ward | St Mary's & St James' |
| Westminster constituency | Islington South and Finsbury |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ROL SOLUTIONS |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 71 - Architectural, construction, engineering and inspection services

### Codes

- 48600000 - Database and operating software package
- 48900000 - Miscellaneous software package and computer systems
- 71700000 - Monitoring and control services

## Release History

- 30 Aug 2024 at 10:40 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d196e494-69ef-4df3-aeae-5af4c2f3a20d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d196e494-69ef-4df3-aeae-5af4c2f3a20d
  30th August 2024 - 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-b5fd17-1f041906-3791-4363-98e4-6101a4717b6b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1f041906-3791-4363-98e4-6101a4717b6b.json.