---
title: "Transactional Customer Feedback Platform"
ocid: "ocds-b5fd17-bd3004a3-b4da-457d-9ab2-feae27fa9ebd"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-bd3004a3-b4da-457d-9ab2-feae27fa9ebd"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-bd3004a3-b4da-457d-9ab2-feae27fa9ebd.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-bd3004a3-b4da-457d-9ab2-feae27fa9ebd.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "WEST LANCASHIRE BOROUGH COUNCIL"
published: "2024-10-10"
---

# Transactional Customer Feedback Platform

Buyer: WEST LANCASHIRE BOROUGH COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-bd3004a3-b4da-457d-9ab2-feae27fa9ebd

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## Summary

West Lancashire Borough Council has completed the procurement of a Transactional Customer Feedback Platform, specifically designed to support their Housing Customer Service and Income teams. This open procedure tender, valued at £71,800, aims to implement a platform interconnectivity software package to facilitate meaningful customer interactions and generate actionable insights from feedback. The contracting process began with the tender end date on 17th June 2024, and the contract period spans from 24th June 2024 to 23rd June 2026. This platform, to be delivered within England, aligns with the IT software package and database software package industry categories. Key contact for this process is S McHugh, reachable via Procurement@westlancs.gov.uk.

This tender presents an opportunity for businesses, especially small and medium-sized enterprises (SMEs), to innovate and expand their portfolio by providing solutions that capture and leverage customer feedback effectively. The engagement platform is crucial for organisations focusing on enhancing customer service and operational efficiency through advanced IT and database software solutions. Companies in the software development and data analytics sectors, with expertise in customer relationship management technologies, will find this tender particularly relevant as it seeks a solution that drives higher customer engagement and improved service delivery.

## Notice

Engagement platform to support Housing Customer Service and Income teams ensure they hear the voice of WLBC customers in every interaction. Engagement solution facilitates more meaningful interactions, resulting in higher conversations, driving high volumes of customer feedback and increased collection rates, Resulting in robust actionable insight; addressing areas of potential improvement of services to customers, identifies changes and trends in customers' needs and behaviour, positive trends and improvements when things are working well with an emphasis on our clear focus on the voice of the customer.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/a6aff867-e8db-4d2a-9294-9383339d969b |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 10 Oct 2024 |
| Submission deadline | 17 Jun 2024 |
| Future notice date | Not specified |
| Award date | 20 Jun 2024 |
| Contract period | 23 Jun 2024 - 23 Jun 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £71,800 |
| Lots value | Not specified |
| Awards value | Not specified |
| 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 | WEST LANCASHIRE BOROUGH COUNCIL |
| Locality | ORMSKIRK |
| Post town | Liverpool |
| Postcode | L39 2SA |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD4 Lancashire |
| ITL 3 | TLD47 Chorley and West Lancashire |
| Local authority | West Lancashire |
| Electoral ward | Ormskirk East |
| Westminster constituency | West Lancashire |
| Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) |

## Supplier

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

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48211000 - Platform interconnectivity software package
- 48517000 - IT software package
- 48611000 - Database software package

## Release History

- 10 Oct 2024 at 15:20 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a6aff867-e8db-4d2a-9294-9383339d969b

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/a6aff867-e8db-4d2a-9294-9383339d969b
  10th October 2024 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.westlancs.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-bd3004a3-b4da-457d-9ab2-feae27fa9ebd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-bd3004a3-b4da-457d-9ab2-feae27fa9ebd.json.