---
title: "SS16052 - Customer Feedback System"
ocid: "ocds-b5fd17-3f5dfb78-ad64-4954-b1ca-066ddd154ba3"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-3f5dfb78-ad64-4954-b1ca-066ddd154ba3"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-3f5dfb78-ad64-4954-b1ca-066ddd154ba3.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-3f5dfb78-ad64-4954-b1ca-066ddd154ba3.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "KENT COUNTY COUNCIL"
published: "2017-06-05"
---

# SS16052 - Customer Feedback System

Buyer: KENT COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-3f5dfb78-ad64-4954-b1ca-066ddd154ba3

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## Summary

Kent County Council is overseeing the procurement process for a Centralised Customer Feedback System titled "SS16052 - Customer Feedback System". This initiative falls under the software package and information systems industry category, specifically focusing on administration and customer relation management software. The tender was published on 5th June 2017 and is currently in the award stage with an active status. The procurement method used is an open procedure, with the bid submission deadline having been 14th November 2016. The value of the contract awarded is £286,250, with a contract period running from 1st April 2017 to 31st March 2020, and delivery is expected to be in the South East region of the United Kingdom.

This tender presents a significant opportunity for businesses specialising in software development and customer feedback systems, particularly those that are small to medium-sized enterprises (SMEs) and voluntary community sector enterprises (VCSEs). Companies that can demonstrate experience in integrating new systems with legacy infrastructure, and that have a robust process for collecting and analysing customer feedback, would be particularly well-suited to compete for this contract. Engaging in this procurement can help businesses expand their client base while contributing to improved service delivery within local government departments.

## Notice

Kent County Council (KCC) is re-issuing this notice, after discussing with the market,(ref PIN 2016/S 060-100974) and re-addressing the financial modelling, 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 14th November 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 31st 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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/09121ccc-d2b1-496c-a2ce-a75c938bd8fb |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME, VCSE |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Jun 2017 |
| Submission deadline | 14 Nov 2016 |
| Future notice date | Not specified |
| Award date | 22 Dec 2016 |
| Contract period | 31 Mar 2017 - 31 Mar 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £286,250 |
| Lots value | Not specified |
| Awards value | £286,250 |
| 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 | 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) |

## Supplier

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

## 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

- 5 Jun 2017 at 11:07 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/09121ccc-d2b1-496c-a2ce-a75c938bd8fb

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/09121ccc-d2b1-496c-a2ce-a75c938bd8fb
  5th June 2017 - Awarded contract notice on Contracts Finder
- https://procontract.due-north.com/Advert?advertId=355dcaec-2f3d-e711-80e1-005056b64545
  Advert

## Notice URLs

- https://www.kentbusinessportal.org

## Provenance

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