---
title: "Customer Experience Platform"
ocid: "ocds-h6vhtk-02c097"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02c097"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02c097.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02c097.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NORFOLK COUNTY COUNCIL"
published: "2023-04-17"
---

# Customer Experience Platform

Buyer: NORFOLK COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-02c097

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02c097)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02c097.json)

## Summary

The Norfolk County Council has recently completed a procurement process for a Customer Experience Platform under the services category. This involved selecting GOSS Interactive Ltd as the supplier for a SaaS solution to unify and simplify its customer experience platform. The contract is valued at £1,468,115 GBP and was signed on April 4, 2023. The procurement method used was selective, with competitive dialogue as the procurement method details.

This tender presents an opportunity for businesses in IT services, consulting, software development, and Internet support sectors to compete. The Council's aim was to reduce the need for interfaces and enhance cost efficiency in managing and developing the customer experience platform. The contract offers potential for growth over a 5-year period, with provisions for extensions. Small and medium-sized enterprises with experience in providing customer management solutions and email marketing technologies would be well-suited to participate in this competitive dialogue process.

## Notice

The Council has procured a SaaS solution to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop. This platform includes a contract management solution and an email marketing solution.

### Lot Information

Lot 1

The Council has awarded a contract for a SaaS solution to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop. This contract includes a content management system and email marketing solution .The contract length is 5 years from 1 September 2024 ( go live) with the right to extend by a further 2 years plus a further 2 years plus a further 1 year. Additional information: The value of this contract stated in the notice is exclusive of VAT. The Council has the right to purchase additional professional services from the winning provider at the rates set in the tender.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/010910-2023 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive dialogue |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Apr 2023 |
| Submission deadline | 18 Oct 2022 |
| Future notice date | 7 Jan 2022 |
| Award date | 3 Apr 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £1,468,115 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NORFOLK COUNTY COUNCIL |
| Locality | NORWICH |
| Post town | Norwich |
| Postcode | NR1 2DH |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH5 Norfolk |
| ITL 3 | TLH51 Norwich and East Norfolk |
| Local authority | Norwich |
| Electoral ward | Lakenham |
| Westminster constituency | Norwich South |
| Delivery location | TLH15 Norwich and East Norfolk, TLH16 North and West Norfolk, TLH17 Breckland and South Norfolk |

## Supplier

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

- 17 Apr 2023 at 09:35 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/010910-2023
- 15 Sep 2022 at 09:51 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/025896-2022
- 28 Jun 2021 at 07:59 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/014628-2021

## Notice URLs

- http://www.norfolk.gov.uk
- https://in-tendhost.co.uk/norfolkcc
- https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles
- https://in-tendhost.co.uk/norfolkcc/aspx/Home

## 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-h6vhtk-02c097. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02c097.json.