---
title: "Customer Feedback Monitoring System for Torbay Council"
ocid: "ocds-b5fd17-f549bca6-9c5b-4388-a7eb-8bbf8743c6d5"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f549bca6-9c5b-4388-a7eb-8bbf8743c6d5"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f549bca6-9c5b-4388-a7eb-8bbf8743c6d5.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f549bca6-9c5b-4388-a7eb-8bbf8743c6d5.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "TORBAY COUNCIL"
published: "2019-09-02"
---

# Customer Feedback Monitoring System for Torbay Council

Buyer: TORBAY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-f549bca6-9c5b-4388-a7eb-8bbf8743c6d5

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## Summary

The procurement process involves Torbay Council seeking a supplier for a new Customer Feedback Monitoring System. The tender, titled "Customer Feedback Monitoring System for Torbay Council," falls under the IT services category and pertains to the software package and information systems industry. Located in the South West of England, this contract was officially published on 4th July 2018, with a tender period that concluded on 2nd August 2018. The contract was set to be operational by 3rd September 2018 and will continue until 2nd September 2021, with an allocated budget of £120,000. The procurement method employed was an open procedure, allowing broad participation from prospective suppliers.

This tender presents significant opportunities for businesses, particularly small and medium-sized enterprises (SMEs) specialising in software development, IT consulting, and customer service solutions. Companies capable of delivering a robust customer feedback system that meets the specific operational needs outlined by Torbay Council will find themselves well-positioned to compete. Additionally, businesses that can support complaint management, service requests, and data breach logging could provide valuable services to the council, ultimately aiding in their growth and expansion in the public sector market.

## Notice

Torbay Council is looking to procure a new Customer Feedback Monitoring System, which must be in 'Live' use before 1st April 2019, with a period of parallel running with the current system prior to that date. The system must be able to deal with Complaints/Compliments, Service Requests, Members' enquiries and MPs' enquiries. Optional requirements would be to log details of data breaches, FOI requests and SARs. Please refer to the tender documents for full details of the requirements.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/09177736-6add-4eed-9cf1-261dd6670297 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large, SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 2 Sep 2019 |
| Submission deadline | 2 Aug 2018 |
| Future notice date | Not specified |
| Award date | 10 Sep 2018 |
| Contract period | 1 Nov 2019 - 31 Oct 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £120,000 |
| Lots value | Not specified |
| Awards value | £238,000 |
| 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 | TORBAY COUNCIL |
| Locality | TORQUAY |
| Post town | Torquay |
| Postcode | TQ1 3DR |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK4 Devon |
| ITL 3 | TLK42 Torbay |
| Local authority | Torbay |
| Electoral ward | Tormohun |
| Westminster constituency | Torbay |
| Delivery location | TLK South West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 2 |
| Supplier names | CIVICA; DIGITAL INTERACTIVE |

## 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

- 2 Sep 2019 at 10:28 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/09177736-6add-4eed-9cf1-261dd6670297
- 19 Sep 2018 at 13:15 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/09177736-6add-4eed-9cf1-261dd6670297
- 4 Jul 2018 at 10:54 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/585f9a7d-b036-4aea-a2d1-ecfa275072f7

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/09177736-6add-4eed-9cf1-261dd6670297
  19th September 2018 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/585f9a7d-b036-4aea-a2d1-ecfa275072f7
  4th July 2018 - Opportunity notice on Contracts Finder

## Notice URLs

- http://www.torbay.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-f549bca6-9c5b-4388-a7eb-8bbf8743c6d5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f549bca6-9c5b-4388-a7eb-8bbf8743c6d5.json.