--- title: "Digital Customer Portal" ocid: "ocds-b5fd17-c39d0fb2-ca33-44d3-b455-c4cc1878017f" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c39d0fb2-ca33-44d3-b455-c4cc1878017f" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c39d0fb2-ca33-44d3-b455-c4cc1878017f.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-c39d0fb2-ca33-44d3-b455-c4cc1878017f.json" source: "Contracts Finder" current_stage: "Tender" buyer: "BLACKBURN WITH DARWEN" published: "2019-10-25" --- # Digital Customer Portal Buyer: BLACKBURN WITH DARWEN Current stage: Tender OCID: ocds-b5fd17-c39d0fb2-ca33-44d3-b455-c4cc1878017f [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-c39d0fb2-ca33-44d3-b455-c4cc1878017f) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-c39d0fb2-ca33-44d3-b455-c4cc1878017f.json) ## Summary The Blackburn with Darwen Council is currently seeking tenders for the "Digital Customer Portal" project, classified under IT services, with a budget between £1,000,000 and £20,000,000. This initiative aims to enhance customer interactions by replacing the existing Customer Contact Portal and improving various workflows associated with customer services. The tender period will close on 18 November 2019, following which the contract is scheduled to commence on 22 March 2020 and run until 31 October 2029. Interested parties must note that this procurement process has been initiated as part of the council's broader digital strategy in the North West of England. This tender presents a significant opportunity for businesses specialising in software development, consulting, and IT services. Small and medium-sized enterprises (SMEs) would be particularly well-suited to compete, given the project’s scope for integration and user-friendly design. Companies capable of delivering an effective customer relationship management (CRM) solution that enhances online access and service efficiency are encouraged to participate, as the procurement is aimed at tightening customer experiences while enabling the council to expand its digital offerings efficiently. ## Notice The Digital Customer Platform/CRM will be required to replace our current Customer Contact Portal and become the preferred route for customers contacting and interacting with the Council. The first phase of the project will be to replace and improve 91 integrated and non-integrated forms, replace and improve 23 workflow processes for our Customer Services and Environment Departments. Further phases include replacing and improving 31 forms, PDF's and emails that currently sit outside the existing Customer Contact Portal these will require online forms and automated processes. Replacing or integration to back office systems is key to the customer on-line experience so that when our customers report problems, request services, pay for services, book services and check progress against services they are using one system and account login. The customer journey and experience is required to be seamless, effective and efficient. The replacement system is required to be easy to use to enable our Business Departments to make local form and process changes so that as a Digital Authority we can grow and add more on-line services efficiently and effectively. Although other authorities have been named in this procurement no discussions have been held with them regarding this procurement. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/f1febbd3-bafd-4280-9173-a945b92208f9 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Other - | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 25 Oct 2019 | | Submission deadline | 18 Nov 2019 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 22 Mar 2020 - 31 Oct 2029 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £20,000,000 | | 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 | BLACKBURN WITH DARWEN | | Locality | BLACKBURN | | Post town | Blackburn | | Postcode | BB1 7DY | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD4 Lancashire | | ITL 3 | TLD41 Blackburn with Darwen | | Local authority | Blackburn with Darwen | | Electoral ward | Blackburn Central | | Westminster constituency | Blackburn | | Delivery location | TLD North West (England) | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 25 Oct 2019 at 12:55 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/f1febbd3-bafd-4280-9173-a945b92208f9 - 21 Oct 2019 at 09:58 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9ac08376-2b1f-4501-a4c3-5a8544165dbc - 18 Oct 2019 at 18:04 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/b095355e-1dd6-4f92-8e9e-8c8914225162 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/f1febbd3-bafd-4280-9173-a945b92208f9 25th October 2019 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/9ac08376-2b1f-4501-a4c3-5a8544165dbc 21st October 2019 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/b095355e-1dd6-4f92-8e9e-8c8914225162 18th October 2019 - Opportunity notice on Contracts Finder - https://www.the-chest.org.uk/ Tender documents are available through the chest portal ## Notice URLs - http://www.blackburn.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-c39d0fb2-ca33-44d3-b455-c4cc1878017f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c39d0fb2-ca33-44d3-b455-c4cc1878017f.json.