---
title: "Invitation to Tender for the provision of a Complaints and Information Request Handling System"
ocid: "ocds-b5fd17-60754dc6-6244-46a2-a259-0125d68abc57"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-60754dc6-6244-46a2-a259-0125d68abc57"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-60754dc6-6244-46a2-a259-0125d68abc57.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-60754dc6-6244-46a2-a259-0125d68abc57.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HEREFORDSHIRE COUNCIL"
published: "2021-03-25"
---

# Invitation to Tender for the provision of a Complaints and Information Request Handling System

Buyer: HEREFORDSHIRE COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-60754dc6-6244-46a2-a259-0125d68abc57

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## Summary

The Herefordshire Council has issued an Invitation to Tender for the provision of a Complaints and Information Request Handling System, targeting the software package and information systems industry. The tendering process is classified as a selective procurement method conducted under a restricted procedure. The proposal submission period concluded on 9th March 2021, while the contract duration is set to commence on 1st April 2021 and extend until 31st March 2024. The tender carries a total value of £75,000, with a minimum value of £52,050, and delivery is anticipated in the West Midlands region of the United Kingdom.

This tender presents significant opportunities for small and medium-sized enterprises (SMEs) specialising in software development and information systems. Businesses that excel in developing compliant and efficient complaint management solutions, or those with experience in automating processes, will find this contract particularly relevant. By securing this contract, successful bidders can enhance their portfolio and establish long-term relationships with local government, which often leads to further business prospects.

## Notice

The council currently has in place two of the elements for the management of complaints, information requests and data incidents. The skilled central information access team have an established network across other teams to provide responses and gather records. There is a policy and there are detailed processes which are fully documented for most areas. The necessary detail of these processes does mean however that staff in the central team have a lot of information to retain. With the final element in place, the technology to transfer written processes into a system providing the structure for staff to work within, many of the issues of compliance, tracking and a single view of the customer become substantially less risky from human error or from the effort required to achieve them. Equally, capacity is freed up from having to carry out time-consuming manual tasks that can be automated. The council is therefore looking to procure a system to assist with this element, and to help it meet high standards of compliance with complaints and requests deadlines.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/dd9ab945-ba9a-42a9-b50c-222518b365be |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Mar 2021 |
| Submission deadline | 9 Mar 2021 |
| Future notice date | Not specified |
| Award date | 25 Mar 2021 |
| Contract period | 31 Mar 2021 - 31 Mar 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £75,000 |
| Lots value | Not specified |
| Awards value | £52,050 |
| 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 | HEREFORDSHIRE COUNCIL |
| Locality | HEREFORD |
| Post town | Hereford |
| Postcode | HR4 0LE |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG1 Herefordshire, Worcestershire and Warwickshire |
| ITL 3 | TLG11 Herefordshire, County of |
| Local authority | Herefordshire, County of |
| Electoral ward | Widemarsh |
| Westminster constituency | Hereford and South Herefordshire |
| Delivery location | TLG West Midlands (England) |

## Supplier

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

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 25 Mar 2021 at 17:17 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/dd9ab945-ba9a-42a9-b50c-222518b365be

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/dd9ab945-ba9a-42a9-b50c-222518b365be
  25th March 2021 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://www.herefordshire.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-b5fd17-60754dc6-6244-46a2-a259-0125d68abc57. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-60754dc6-6244-46a2-a259-0125d68abc57.json.