---
title: "Provision of the Customer Platform: CRM, Customer Account and Web Forms"
ocid: "ocds-b5fd17-c45c7cb3-9b7f-43cb-83f9-603da4b81030"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c45c7cb3-9b7f-43cb-83f9-603da4b81030"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c45c7cb3-9b7f-43cb-83f9-603da4b81030.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-c45c7cb3-9b7f-43cb-83f9-603da4b81030.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LONDON BOROUGH OF SUTTON"
published: "2019-04-08"
---

# Provision of the Customer Platform: CRM, Customer Account and Web Forms

Buyer: LONDON BOROUGH OF SUTTON  
Current stage: Award  
OCID: ocds-b5fd17-c45c7cb3-9b7f-43cb-83f9-603da4b81030

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## Summary

The London Borough of Sutton, in collaboration with the Royal Borough of Kingston, has initiated a tender process for the "Provision of the Customer Platform: CRM, Customer Account and Web Forms." This procurement falls under the information systems industry category and aims to establish a versatile customer platform that integrates a Customer Relationship Management (CRM) system with web forms and back-office systems. The contract commenced on 15th January 2019, with an initial duration of two years, and includes an option for a one-year extension. Interested suppliers were required to submit their tender bids by 26th October 2018, and the procurement method employed was an open procedure.

This tender presents significant opportunities for businesses focused on digital transformation and software development, particularly those specialising in CRM solutions and platform integration. Firms of various sizes, especially small and medium-sized enterprises (SMEs), are encouraged to apply, as the councils are committed to fostering social value and community benefits through their supply chain. Businesses that can demonstrate innovation and flexibility in service delivery, particularly in areas such as online booking and payments, will find this project particularly relevant to their capabilities as they compete for the contract.

## Notice

Provision of the Customer Platform: CRM, Customer Account and Web Forms The London Borough of Sutton and the Royal Borough of Kingston (the Councils) are seeking tender bids from suitably qualified organisations for the provision of a 'customer platform' which will comprise of a Customer Relationship Management system (CRM); customer account ('my account'); a web forms solution; and integration of these components with our back office systems - together these elements are known as the 'customer platform'. The customer platform constitutes part of a wider digital platform and presents a unique opportunity which will lay the foundations of service transformation for both councils and partner organisations including Achieving for Children, Sutton Housing Partnership and several others. A single platform across both councils and partner organisations will be based on an open architecture and leading cloud technology which will provide the flexibility and innovation needed to meet evolving service needs through emerging digital solutions and technology. The platform will enable future integration and interaction around online booking, payments, live chat, social listening, artificial intelligence, data management, Single Sign On, and several other capabilities. The contract will initially be for a period of two years commencing on 15th January 2019 with the option to extend the contract for a further one year at the discretion of the Councils. The Councils are tendering this contract through the London Tenders e-tendering portal, our method of advertising and managing contract opportunities. Prospective Tenderers are advised to register their interest by going to https://www.londontenders.org/procontract/supplier.nsf It shall be a requirement for organisations to work with the Councils in delivering and measuring Social Value throughout the lifetime of this agreement. Social Value is the added benefit to the community following a commissioning/procurement process over and above the direct purchasing of goods, services and outcomes. The proposed approach to Social Value is to develop these as the contract is implemented. The Councils currently contract with a diverse group of voluntary, statutory and private sector providers and encourages a range of organisations, regardless of size, to apply for this provision. We are committed to creating jobs and training opportunities through our supply chain. Minimum requirements are applicable to this provision and represented as a pass/fail. Please be aware that should an organisation fail any fundamental requirements, the Authority shall not continue marking your tender bid. The Councils shall not be bound to accept the lowest cost or any tender, and reserves the right to accept all or part of your tender. The award of contract shall be based on the most economically advantageous tender submitted. Deadline for receipt of tender bids is Friday, 26th October 2018 at 12 noon.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d034af43-072a-460b-a526-0b4f1c39cff2 |
| 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 | 8 Apr 2019 |
| Submission deadline | 26 Oct 2018 |
| Future notice date | Not specified |
| Award date | 4 Mar 2019 |
| Contract period | 5 Mar 2019 - 4 Mar 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £307,355 |
| 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 | LONDON BOROUGH OF SUTTON |
| Locality | SUTTON |
| Post town | Sutton |
| Postcode | SM1 1EA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI6 Outer London - South |
| ITL 3 | TLI63 Merton, Kingston upon Thames and Sutton |
| Local authority | Sutton |
| Electoral ward | Sutton Central |
| Westminster constituency | Sutton and Cheam |
| Delivery location | TLI London |

## Supplier

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

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 8 Apr 2019 at 14:10 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d034af43-072a-460b-a526-0b4f1c39cff2
- 25 Sep 2018 at 16:21 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/cc70936d-9158-4235-9342-8a07dd9937c5

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d034af43-072a-460b-a526-0b4f1c39cff2
  8th April 2019 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/cc70936d-9158-4235-9342-8a07dd9937c5
  25th September 2018 - Opportunity notice on Contracts Finder

## Notice URLs

- http://www.sutton.gov.uk/
- https://www.londontenders.org/procontract/supplier.nsf

## 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-c45c7cb3-9b7f-43cb-83f9-603da4b81030. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c45c7cb3-9b7f-43cb-83f9-603da4b81030.json.