--- title: "Customer Experience Platform" ocid: "ocds-b5fd17-3c837985-f6d5-487e-a3bd-1549b313042b" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-3c837985-f6d5-487e-a3bd-1549b313042b" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-3c837985-f6d5-487e-a3bd-1549b313042b.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-3c837985-f6d5-487e-a3bd-1549b313042b.json" source: "Contracts Finder" current_stage: "Tender" buyer: "NORFOLK COUNTY COUNCIL" published: "2022-09-15" --- # Customer Experience Platform Buyer: NORFOLK COUNTY COUNCIL Current stage: Tender OCID: ocds-b5fd17-3c837985-f6d5-487e-a3bd-1549b313042b [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-3c837985-f6d5-487e-a3bd-1549b313042b) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-3c837985-f6d5-487e-a3bd-1549b313042b.json) ## Summary The Norfolk County Council has initiated a procurement process for a Customer Experience Platform to implement its 'One Customer, One Council' strategy. The council aims to update its technology to enhance customer interfaces, seeking a SaaS solution to simplify its customer experience platform. The procurement method is a selective competitive dialogue above the threshold, with a tender period ending on October 18, 2022. The contract period is planned from April 1, 2023, to August 31, 2028, making it a significant opportunity for businesses in IT services and software development. This tender by the Norfolk County Council presents an opportunity for businesses in the IT services sector to compete for a contract valued at approximately £6,000,000 over the contract's maximum lifespan. Businesses offering consulting, software development, or internet support services are well-suited for this opportunity. The council is open to a commercial off-the-shelf solution and welcomes businesses capable of configuration to enhance the customer experience. The procurement process favours SMEs, making it an attractive prospect for small and medium-sized enterprises looking to grow their business. ## Notice To deliver its Customer Experience Strategy Norfolk County Council have approved a new Customer Experience Programme - 'One Customer, One Council'. One of the key areas of work for that programme is to update the technology the Council uses at the 'front door' to manage interfaces with customers, and it is this which is the subject of this statement of requirements and procurement exercise. The Council intends to procure a SaaS solution or solutions to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop. The Council is seeking a commercial, off the shelf system and understands it will need to do some configuration Additional information: Estimated value is PS6,000,000 over the maximum life of the contract including implementation. This figures does not include VAT, inflation or any additional professional services costs Is a Recurrent Procurement Type? : No ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/61569cda-0e6f-4a27-9785-7ec7b7c7431f | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Competitive dialogue (above threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 15 Sep 2022 | | Submission deadline | 18 Oct 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 1 Apr 2023 - 31 Aug 2028 | | 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 | NORFOLK COUNTY COUNCIL | | Locality | NORFOLK | | Post town | Norwich | | Postcode | NR1 2DH | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH5 Norfolk | | ITL 3 | TLH51 Norwich and East Norfolk | | Local authority | Norwich | | Electoral ward | Lakenham | | Westminster constituency | Norwich South | | Delivery location | Not specified | ## 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 - 15 Sep 2022 at 13:22 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/61569cda-0e6f-4a27-9785-7ec7b7c7431f - 15 Sep 2022 at 13:21 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/61569cda-0e6f-4a27-9785-7ec7b7c7431f - 15 Sep 2022 at 09:58 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/61569cda-0e6f-4a27-9785-7ec7b7c7431f ## Documents - https://www.contractsfinder.service.gov.uk/Notice/61569cda-0e6f-4a27-9785-7ec7b7c7431f 15th September 2022 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/norfolkcc/aspx/ Additional information on how to apply for this contract ## Notice URLs - http://www.norfolk.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-b5fd17-3c837985-f6d5-487e-a3bd-1549b313042b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-3c837985-f6d5-487e-a3bd-1549b313042b.json.