---
title: "Customer Feedback System"
ocid: "ocds-b5fd17-fdad8c37-2dd4-42ed-8c1b-605b938fd228"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-fdad8c37-2dd4-42ed-8c1b-605b938fd228"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-fdad8c37-2dd4-42ed-8c1b-605b938fd228.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-fdad8c37-2dd4-42ed-8c1b-605b938fd228.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "KENT COUNTY COUNCIL"
published: "2026-07-28"
---

# Customer Feedback System

Buyer: KENT COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-fdad8c37-2dd4-42ed-8c1b-605b938fd228

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## Summary

Kent County Council has completed the public procurement process for a "Customer Feedback System" in the IT services sector, aimed at managing various types of information requests and complaints. The procurement falls under the industry category of IT services, with a focus on consulting, software development, Internet, and support. The process was conducted through a selective method, specifically a call-off from a framework agreement via G-Cloud 14. The award stage has been reached, with the contract being awarded to CIVICA UK LIMITED on 21st May 2026. The contract is valued at £157,625 and spans from 1st October 2026 to 1st October 2028, covering the South East region of the United Kingdom.

This tender offers significant growth opportunities for businesses specialising in IT services, particularly those offering comprehensive software solutions and support for public sector bodies. The project provides a platform for enhancing expertise in developing and maintaining robust feedback management systems, aligning with public sector needs. Large enterprises like CIVICA UK LIMITED, equipped with the necessary scale and capabilities to handle extensive information systems and customer feedback solutions, are well-suited to engage in these types of tenders. The focus on IT services in a regional council context indicates potential future opportunities for providers skilled in customising solutions for public administration needs.

## Notice

Contract was awarded via G-Cloud 14. Customer Feedback system to handle Information Requests and Complaints handling. Enabling the council to collate information relating to cases in one place and to have a robust audit trail, showing the progress of cases and the time taken to complete responses. The system encompassed the following types of feedback: * Customer Feedback - Comments, Complaints and Compliments * Local Ombudsman Complaints * Member Complaints * Freedom of Information Requests * Subject Access Requests * Environmental Information Regulations complaints The initial contract term is for 2 Years with a possible 1 Year extension.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/752d3834-6f03-429f-953e-53b6a906809d |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Jul 2026 |
| Submission deadline | 29 Apr 2026 |
| Future notice date | Not specified |
| Award date | 20 May 2026 |
| Contract period | 30 Sep 2026 - 1 Oct 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £157,625 |
| Lots value | Not specified |
| Awards value | £157,625 |
| 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 | KENT COUNTY COUNCIL |
| Locality | MAIDSTONE |
| Post town | Rochester |
| Postcode | ME14 1XQ |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ4 Kent |
| ITL 3 | TLJ45 Mid Kent |
| Local authority | Maidstone |
| Electoral ward | Penenden Heath |
| Westminster constituency | Maidstone and Malling |
| Delivery location | TLJ South East (England) |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 28 Jul 2026 at 13:22 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/752d3834-6f03-429f-953e-53b6a906809d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/752d3834-6f03-429f-953e-53b6a906809d
  28th July 2026 - Awarded contract notice on Contracts Finder

## 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-fdad8c37-2dd4-42ed-8c1b-605b938fd228. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-fdad8c37-2dd4-42ed-8c1b-605b938fd228.json.