--- title: "A hosted ticketing solution with ongoing maintenance and support services" ocid: "ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8.json" source: "Contracts Finder" current_stage: "Award" buyer: "GLOUCESTERSHIRE COUNTY COUNCIL" published: "2019-09-05" --- # A hosted ticketing solution with ongoing maintenance and support services Buyer: GLOUCESTERSHIRE COUNTY COUNCIL Current stage: Award OCID: ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8.json) ## Summary The procurement process involves Gloucestershire County Council seeking a hosted ticketing solution with ongoing maintenance and support services. This contract, which is valued at £280,000 and falls under the services sector, specifically categorised as project management software, was awarded following an open procurement method. The tender period concluded on 24 January 2019, and the contract runs from 30 April 2019 to 30 April 2024, with delivery expected in the South West region of the United Kingdom. The awarded contract is currently active, with Alemba being the successful supplier as of 13 May 2019. This tender represents a valuable opportunity for small and medium-sized enterprises (SMEs) specialising in software solutions, particularly those focused on customer support and ticketing systems. Businesses that offer project management, contact management, or customer relationship management software would be well-suited to compete. The demand for ongoing maintenance and support services also opens doors for companies that can provide high-quality assistance and improvements to existing systems throughout the contract duration. ## Notice The Customer Support System shall contain a knowledge base to enable support staff to quickly identify known fixes. This shall also be made available to customers on an online portal so that they can search for a solution to their issue before submitting a ticket. If customers need to submit a ticket then this shall be done in one of three ways: 1. By telephone with support staff manually entering ticket details into the system; 2. By email with the email content being automatically converted into a ticket within the system; 3. Through adding request details within an online portal to create a ticket within the system. All tickets shall be given a prioritisation and added to a queue for the support staff to process. Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality. All resolved tickets then form part of the knowledge base. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/55f64156-b94b-4ee5-849e-fa5906ec1561 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 5 Sep 2019 | | Submission deadline | 24 Jan 2019 | | Future notice date | Not specified | | Award date | 12 May 2019 | | Contract period | 31 Jul 2019 - 31 Jul 2024 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £280,000 | | Lots value | Not specified | | Awards value | £169,949 | | 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 | GLOUCESTERSHIRE COUNTY COUNCIL | | Locality | GLOUCESTER | | Post town | Gloucester | | Postcode | GL1 2TG | | Country | England | | ITL 1 | TLK South West (England) | | ITL 2 | TLK7 Gloucestershire and Wiltshire | | ITL 3 | TLK73 Gloucestershire CC | | Local authority | Gloucester | | Electoral ward | Westgate | | Westminster constituency | Gloucester | | Delivery location | TLK South West (England) | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | ALEMBA | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48331000 - Project management software package - 48332000 - Scheduling software package - 48333000 - Contact management software package - 48445000 - Customer Relation Management software package ## Release History - 5 Sep 2019 at 11:49 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/55f64156-b94b-4ee5-849e-fa5906ec1561 - 5 Sep 2019 at 08:56 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/55f64156-b94b-4ee5-849e-fa5906ec1561 - 17 Dec 2018 at 08:21 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/13b3a5e1-693c-4bdc-9075-995217774174 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/55f64156-b94b-4ee5-849e-fa5906ec1561 5th September 2019 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/13b3a5e1-693c-4bdc-9075-995217774174 17th December 2018 - Opportunity notice on Contracts Finder ## Notice URLs - http://Https://www.gloucestershire.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-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8.json.