--- title: "SS15-112 Customer Feedback System" ocid: "ocds-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b.json" source: "Contracts Finder" current_stage: "Tender" buyer: "KENT COUNTY COUNCIL" published: "2016-11-18" --- # SS15-112 Customer Feedback System Buyer: KENT COUNTY COUNCIL Current stage: Tender OCID: ocds-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b.json) ## Summary Kent County Council is seeking bids for the project titled "SS15-112 Customer Feedback System". This tender falls under the software package and information systems industry category and is intended for delivery in Maidstone, Kent (postal code ME14 1XQ). Currently in the planning stage, this open procurement process has a submission deadline of 17th October 2016 at 10:00 am. The estimated value of the contract ranges between £200,000 and £300,000, with the service commencement set for 1st April 2017 and running until 31st March 2022. This tender presents significant growth opportunities for businesses specialising in administration and customer relationship management software. Companies that offer innovative solutions for feedback systems, capable of integrating with existing infrastructures while ensuring flexibility and comprehensive reporting, would be particularly well-suited to bid. Small and medium-sized enterprises (SMEs) and voluntary and community sector enterprises (VCSE) are encouraged to participate, leveraging the open procurement method to expand their service offerings within the local government sector. ## Notice Kent County Council (KCC) is issuing this notice, after discussing with the market,(ref PIN 2016/S 060-100974) relating to the the introduction of a Centralised Customer Feedback system, for use by staff to log feedback from our customers. The objective of this notice is to deliver a suitable solution that will interact with some legacy Customer Feedback Systems. KCC operates a number of Customer Management systems, but this system will be required to interrogate information generated by these internal systems, as well as collecting information directly from customers via a Web based front end and through staff in the Call Centre. The reporting needs to be as a standard system output, but also flexible enough to generate reporting as needed to satisfy a bespoke need. The system will provide a corporate solution via a single point of logging and tracking feedback and requests for information received from the public. This includes; Complaints, Compliments and Comments Local Ombudsman Complaints (LGO) Freedom of Information Requests Environmental Information Regulations Subject Access Requests/Data Protection Act The solution will allow the logging of feedback relating to Services, Staff or Policy which will take the form of Compliments, Comments or Complaints, Requests for Information and LGO complaints. The solution will provide an end to end process that will incorporate receipt through to final response/outcome. The solution provided will supply the reports to enable KCC to measure performance, identify trends and allow KCC to learn across all Directorates, what the customer is telling us. The Tender will close on the 17th October 2016 @ 10.00 am. References will be required and Tenderers should ensure that the Referee have been contacted, prior to them being sent a 'Request for Information'. failure to have the information returned in the specified timescale may cause disqualification from the process. All documentation , that is requested must be returned with the ITT response. No clarifications will be allowed after 3rd October 2016. The KBP can by located at: https://www.kentbusinessportal.org. uk Any enquires after registration on the Kent Business Portal should be via the 'Discussions' facility. A Suppliers guide is attached to the Qualification Questionnaire, to assist in registering on the KBP. Additional information: Instructions to Suppliers: All communications should be submitted via the Kent business Portal (KBP)http//www.kentbusinessportal.org.uk . All tendering information is to be submitted via the KBP. Any information received not via the KBP will not be evaluated and will be disqualified. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/001afe12-fcb0-4cfa-9dc2-fd0ace5cb5b4 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Goods | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 18 Nov 2016 | | Submission deadline | 17 Oct 2016 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 1 Apr 2017 - 31 Mar 2022 | | 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 | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | KENT COUNTY COUNCIL | | Locality | MAIDSTONE | | Post town | Rochester | | Postcode | ME14 1XQ | | Country | England | | ITL 1 | TLJ South East (England) | | ITL 2 | TLJ4 Kent | | ITL 3 | TLJ45 Mid Kent | | Local authority | Maidstone | | Electoral ward | Penenden Heath | | Westminster constituency | Maidstone and Malling | | Delivery location | TLJ South East (England) | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48000000 - Software package and information systems - 48219300 - Administration software package - 48445000 - Customer Relation Management software package ## Release History - 18 Nov 2016 at 20:17 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/001afe12-fcb0-4cfa-9dc2-fd0ace5cb5b4 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/001afe12-fcb0-4cfa-9dc2-fd0ace5cb5b4 16th September 2016 - Opportunity notice on Contracts Finder ## Notice URLs - https://www.kentbusinessportal.org ## 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-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-31c385e2-adca-11e6-9901-0019b9f3037b.json.