---
title: "MVDC - SF - Customer Transaction Management System - AWARD"
ocid: "ocds-b5fd17-26b3a09b-491b-4804-8e85-d1dbe6c7d871"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-26b3a09b-491b-4804-8e85-d1dbe6c7d871"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-26b3a09b-491b-4804-8e85-d1dbe6c7d871.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-26b3a09b-491b-4804-8e85-d1dbe6c7d871.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "SE SHARED SERVICES"
published: "2018-04-19"
---

# MVDC - SF - Customer Transaction Management System - AWARD

Buyer: SE SHARED SERVICES  
Current stage: Award  
OCID: ocds-b5fd17-26b3a09b-491b-4804-8e85-d1dbe6c7d871

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-26b3a09b-491b-4804-8e85-d1dbe6c7d871)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-26b3a09b-491b-4804-8e85-d1dbe6c7d871.json)

## Summary

The procurement process concerns the purchase of a Customer Transaction Management System (CTM) by SE Shared Services, aimed at enhancing the customer experience across its services. The award was made for a contract valued at £300,000, with a minimum contract value of £150,000. The procurement method utilised was an open procedure, and the contract period is set to commence from 8th January 2018 to 7th January 2021, with the possibility of extending for up to four additional years. The tender phase concluded with the award published on 19th April 2018, following its initiation on 2nd October 2017. The contract's delivery address is situated in Dorking, Surrey, within the South East region of the United Kingdom.

This opportunity to provide a CTM solution enables businesses that specialise in customer relationship management software and services to grow significantly. Companies capable of delivering cloud-based solutions, particularly those experienced in implementing both simple and complex transaction systems, would be ideally positioned to participate in future tenders of this nature. Additionally, small and medium-sized enterprises (SMEs) are encouraged, as they are marked as suitable to compete, potentially leading to enhanced market presence and the chance to establish a long-term relationship with a local government authority.

## Notice

The Council has embarked on an 'Enhancing the Customer Experience Programme'. The emphasis of this work stream is the refocus of our services to provide Customer Services Unit (CSU) and departments with the necessary client based information pulled from various back office systems to allow them to deal with as many types of transactions at first point of contact as possible and to automatically update back office systems wherever possible. It is also to bring in a series of work streams around use of social media, a mobile website, e-enabling to encourage further channel shift and self-service. To achieve this the Council is intends to purchase and implement an off site cloud based, Customer Transaction Management System (CTM) solution that will have the capacity to enable both simple & more complex transactions and interactions to be delivered transparently The initial contract will be for three years, with the option for the Council to take up to a maximum of four 1 year extensions.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/af0cee97-2138-441a-95ed-4cab7733d035 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Apr 2018 |
| Submission deadline | 2 Oct 2017 |
| Future notice date | Not specified |
| Award date | 2 Apr 2018 |
| Contract period | 8 Jan 2018 - 7 Jan 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £300,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| 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 | SE SHARED SERVICES |
| Locality | SURREY |
| Post town | Redhill |
| Postcode | RH4 1SJ |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ2 Surrey, East and West Sussex |
| ITL 3 | TLJ26 East Surrey |
| Local authority | Mole Valley |
| Electoral ward | Dorking North |
| Westminster constituency | Dorking and Horley |
| Delivery location | TLJ South East (England) |

## Supplier

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

## 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

- 19 Apr 2018 at 18:08 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/af0cee97-2138-441a-95ed-4cab7733d035

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/af0cee97-2138-441a-95ed-4cab7733d035
  19th April 2018 - 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-b5fd17-26b3a09b-491b-4804-8e85-d1dbe6c7d871. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-26b3a09b-491b-4804-8e85-d1dbe6c7d871.json.