---
title: "Case and Customer Management Solution(s) 2022"
ocid: "ocds-h6vhtk-02d769"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02d769"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02d769.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02d769.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "READING BOROUGH COUNCIL"
published: "2022-10-03"
---

# Case and Customer Management Solution(s) 2022

Buyer: READING BOROUGH COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-02d769

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## Summary

The Reading Borough Council has completed a procurement exercise for Case and Customer Management Solution(s) in the goods category. The procurement involved three lots: Case Management Solution, Customer Management Solution, and a Joint Lot covering both requirements. Arcus Global Limited was awarded the contract worth £2,035,909.93 for the Case and Customer Management Solution. The procurement method used was a Restricted procedure, and the relevant deadlines are defined in Regulations 93 & 94 of the Public Contracts Regulations 2015.

This tender by the Reading Borough Council offers opportunities for businesses specialising in IT services, consulting, software development, and Internet support. The procurement process aimed to acquire software packages and information systems to enhance case and customer management. Businesses interested in delivering solutions focusing on case workflow, task management, customer transactions, and integrated back-office systems would be well-suited to compete for this contract, aimed at enhancing customer interaction and service delivery.

## Notice

Reading Borough Council are completing a Restricted Procurement exercise for the provision of Case and Customer Management Solution(s) - this is a three Lot procurement run under a two stage process. Bidders will be required to tender for one lot only: Lot 1 - Casework solution - this lot covers case, document workflow and task management; Lot 2 - Customer platform - this lot covers customer transactions with the Council (report, contact, apply for services). The solution should support task / workflow management, integrating with core back office systems as required, to work towards resolution. It should also allow customers to view progress and receive communications about their query via a customer portal; Lot 3 - Joint lot covering both requirements. For full requirements, refer to the tender documentation.

### Lot Information

Case Management Solution

Case, document workflow and task managementF01: Prior information notice (prior information only) - Notice reference: 2021/S 000-021847 - Published 3 September 2021, 11:12am

Renewal: The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties

Customer Management Solution

Customer transactions with the Council (report, contact, apply for services). The solution should support task / workflow management, integrating with core back office systems as required, to work towards resolution. It should also allow customers to view progress and receive communications about their query via a customer portal.F01: Prior information notice (prior information only) - Notice reference: 2021/S 000-020474 - Published 20 August 2021, 1:16pm

Renewal: The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties

Joint Lot

Joint lot covering both requirements. Both PIN notice stated in Lots 1 and 2 descriptions equally apply to this lot

Renewal: The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/027681-2022 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 3 Oct 2022 |
| Submission deadline | 9 May 2022 |
| Future notice date | 1 Dec 2021 |
| Award date | 2 Oct 2022 |
| Contract period | 11 Sep 2022 - 31 Mar 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,000,000 |
| Lots value | £6,000,000 |
| Awards value | Not specified |
| Contracts value | £2,035,909 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | READING BOROUGH COUNCIL |
| Locality | READING |
| Post town | Reading |
| Postcode | RG1 2LU |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ1 Berkshire, Buckinghamshire and Oxfordshire |
| ITL 3 | TLJ16 Berkshire West |
| Local authority | Reading |
| Electoral ward | Abbey |
| Westminster constituency | Reading Central |
| Delivery location | TLJ11 Berkshire |

## Supplier

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

## 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

- 3 Oct 2022 at 12:23 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/027681-2022
- 8 Apr 2022 at 16:26 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/009552-2022
- 20 Aug 2021 at 12:16 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/020474-2021

## Notice URLs

- http://www.reading.gov.uk
- https://courttribunalfinder.service.gov.uk/courts/rolls-building
- https://in-tendhost.co.uk/reading/aspx/Tenders/Current
- https://in-tendhost.co.uk/readingbc/aspx/Tenders/Current
- https://www.gov.uk/government/organisations/cabinet-office

## 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-02d769. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02d769.json.