---
title: "New Customer Relationship System (ICT Transformation Project)"
ocid: "ocds-b5fd17-e06a8b6d-5c5f-479d-b3f5-34a60eec809d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-e06a8b6d-5c5f-479d-b3f5-34a60eec809d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-e06a8b6d-5c5f-479d-b3f5-34a60eec809d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-e06a8b6d-5c5f-479d-b3f5-34a60eec809d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "FOLKESTONE AND HYTHE DISTRICT COUNCIL"
published: "2018-10-18"
---

# New Customer Relationship System (ICT Transformation Project)

Buyer: FOLKESTONE AND HYTHE DISTRICT COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-e06a8b6d-5c5f-479d-b3f5-34a60eec809d

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## Summary

The Folkestone and Hythe District Council has successfully awarded a contract for the "New Customer Relationship System" as part of its ICT Transformation Project. This initiative focuses on implementing a new multi-channel Customer Relationship Management (CRM) system and Customer Self Service portal aimed at enhancing customer service by providing a unified view of the customer. The procurement was executed through a direct award under the CCS G-Cloud Framework RM1557.10, with a total contract value of £1,463,378. The contract period commenced from 1st October 2018 and is set to conclude on 30th September 2020. The procurement stage is marked as complete, with the award published on 18th October 2018.

This tender represents an excellent opportunity for businesses specializing in information technology services, particularly those adept in cloud software and support systems. Companies that are small and medium-sized enterprises (SMEs) or Voluntary, Community, and Social Enterprises (VCSEs) may find this contract particularly accessible. By providing innovative solutions that enable customer self-service and improve integration with back-office systems, businesses can position themselves to not only compete for similar contracts but also enhance their market presence in the public sector.

## Notice

The implementation of a new single underlying platform for ICT systems (as far as is practicable) replacing a number of legacy applications and including the implementation of a new Local Government multi-channel Customer Relationship Management (CRM) system and Customer Self Service portal and citizen account enabling a high degree of customer self-service with direct integration with back office systems providing a "single view of the customer". Procurement was through CCS G-Cloud Framework RM1557.10, ( Lot 2: Cloud Software (SaaS) & Lot 3: Cloud Support). Contract was directly awarded to Arcus Global Limited following thorough analysis of suppliers offer against specification.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/fd272f51-b293-40dc-963e-f81b43c53c57 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Oct 2018 |
| Submission deadline | 21 Sep 2018 |
| Future notice date | Not specified |
| Award date | 22 Sep 2018 |
| Contract period | 30 Sep 2018 - 30 Sep 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,463,378 |
| Lots value | Not specified |
| Awards value | £1,463,378 |
| 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 | FOLKESTONE AND HYTHE DISTRICT COUNCIL |
| Locality | FOLKESTONE |
| Post town | Canterbury |
| Postcode | CT20 2QY |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ4 Kent |
| ITL 3 | TLJ44 East Kent |
| Local authority | Folkestone and Hythe |
| Electoral ward | Folkestone Central |
| Westminster constituency | Folkestone and Hythe |
| Delivery location | TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ARCUS GLOBAL |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72222300 - Information technology services

## Release History

- 18 Oct 2018 at 12:27 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/fd272f51-b293-40dc-963e-f81b43c53c57

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/fd272f51-b293-40dc-963e-f81b43c53c57
  18th October 2018 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://www.folkestone-hythe.gov.uk/your-council/council-information/contracting

## 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-e06a8b6d-5c5f-479d-b3f5-34a60eec809d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-e06a8b6d-5c5f-479d-b3f5-34a60eec809d.json.