---
title: "CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES"
ocid: "ocds-h6vhtk-042e1f"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-042e1f"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-042e1f.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-042e1f.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE ROYAL BOROUGH OF KENSINGTON & CHELSEA"
published: "2024-01-18"
---

# CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES

Buyer: THE ROYAL BOROUGH OF KENSINGTON & CHELSEA  
Current stage: Award  
OCID: ocds-h6vhtk-042e1f

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## Summary

The Royal Borough of Kensington & Chelsea (RBKC) has awarded a call of contract for the delivery of a System Integration Service related to a Customer Relationship Management (CRM) Solution. This tender, titled "CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES," falls under the IT services category and was awarded to Hitachi Solutions Europe Ltd. The procurement method used was a limited procedure without prior publication of a call for competition. The contract has been signed, and the delivery address is within the UK region. The specific aim is to improve RBKC's digital contact channels and automate back-office processes, enhancing the user experience for all interactions with the Council.

This award presents business growth opportunities for companies specializing in IT services, consulting, software development, and Internet support. Businesses proficient in delivering system integration services for CRM platforms could benefit from engaging with RBKC for potential future contracts. The emphasis on quality and social value in the award criteria highlights the Council's commitment to fostering innovation and improving citizen engagement through enhanced digital solutions. Companies with a track record in delivering transformative digital projects aligned with the public sector's service standards would be well-suited to compete in similar tenders focusing on service enhancement and process automation.

## Notice

The Royal Borough of Kensington & Chelsea (RBKC) has awarded a call of contract to 1 sole contractor for the delivery of a System Integration Service for the RBKC Customer Relationship Management (CRM) Solution. The contract was procured via the CCS G-Cloud 13 Framework Agreement reference RM1557.13.

### Lot Information

Lot 1

The objective is for the contractor to deliver an implementation design service that will enable RBKC to refactor the existing MS Dynamics estate/Customer Relationship Management (CRM) platform. The contractor will provide a solution design for the augmentation and scaling of the CRM platform, and capabilities that will improve the resident and contact centre experience in line with RBKCs co-designed Service Standards. This will result in the delivery of a corporate asset in the form of an overarching RBKC proprietary CRM platform/capability, comprised of a number of componentised reusable assets, such as accelerators and data orchestration solutions. The platform and componentised assets will bed handed off to RBKC with an operating model for ongoing Application Management. This will result in the effective implementation of CRM and supporting technologies that will allow the Council to improve its digital contact channels, and allow for the automation of back-office processes with the view towards improving the experience for anyone that interacts with the Council.

### Procurement Information

The contract was procured via the Crown Commercial Services G-Cloud 13 framework. The total call off contract value is above the current FTS threshold for services.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/001704-2024 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Jan 2024 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 16 Jan 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE ROYAL BOROUGH OF KENSINGTON & CHELSEA |
| Locality | LONDON |
| Post town | Not specified |
| Postcode | WX8 7NX |
| Country | Not specified |
| ITL 1 | Not specified |
| ITL 2 | Not specified |
| ITL 3 | Not specified |
| Local authority | Not specified |
| Electoral ward | Not specified |
| Westminster constituency | Not specified |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | HITACHI SOLUTIONS EUROPE |

## CPV Codes

### Divisions

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

### Codes

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

## Release History

- 18 Jan 2024 at 10:36 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/001704-2024

## Notice URLs

- http://www.rbkc.gov.uk
- http://www.rbkc.gov.uk/business-and-enterprise/business-opportunities-and-procurement/procurement-borough

## 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-042e1f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-042e1f.json.