--- title: "Customer Engagement Platform" ocid: "ocds-h6vhtk-044611" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-044611" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-044611.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-044611.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "NORTHERN IRELAND ELECTRICITY NETWORKS LIMITED" published: "2024-03-06" --- # Customer Engagement Platform Buyer: NORTHERN IRELAND ELECTRICITY NETWORKS LIMITED Current stage: Planning OCID: ocds-h6vhtk-044611 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-044611) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-044611.json) ## Summary The Northern Ireland Electricity Networks Limited (NIE Networks) is planning a procurement process for a Customer Engagement Platform project. The project involves the development of Customer Relationship Management software services. NIE Networks is inviting qualified organisations to attend market engagement sessions to demonstrate their systems. The deadline to register for the supplier sessions is 4th April 2024. The session will be held on Thursday 25th & Friday 26th April 2024. The project aims to provide a platform that integrates various communication channels, provides customer analytics, and supports customer interaction workflows. This tender by NIE Networks presents an opportunity for organisations providing Customer Relationship Management software development services to compete. Businesses offering services in digital engagement, customer analytics, and business intelligence software may find this tender suitable for their expertise. Interested parties can register via eSourcingNI to attend the upcoming market engagement sessions. NIE Networks may shortlist suppliers based on relevant experience in the field. The closing date for registration is 4th April 2024; shortlisted suppliers will have the opportunity to demonstrate their platforms and capabilities to NIE Networks. ## Notice NIE Networks is the electricity Distribution Network Operator(DNO) and transmission network owner in Northern Ireland. NIE Networks have a requirement for provision of suitably qualified and experienced organisation(s) to provide a Customer Engagement Platform, which can also be referred to as a Customer Relationship Management System. NIE Networks would like to invite interested parties who provide services relevant to the requirements to attend separate market engagement sessions. At these sessions NIE Networks will outline an overview of the requirements and request invited parties to provide a demonstration of their systems. The information obtained through this process will be retained by NIE Networks, commercially sensitive or confidential information obtained will not be released. However, any relevant the information resulting from this process, that may be used to add to the potential procurement strategy, will be communicated to other potential tenderers. In addition there may be a request for feedback after the event in the form of a questionnaire. NIE Networks will hold separate individual supplier sessions on Thursday 25th & Friday 26th April 2024 with up to a maximum of 10 suppliers. The deadline for suppliers to register is 4th April 2024 at 5pm. Suppliers should register their interest via eSourcingNI by Thursday 4th April 2024 providing the name(s) of who will attend. NIE Networks may shortlist attendees on the basis of direct relevant experience. Please note, should NIE Networks tender for this requirement, a separate Call for Competition in form of a FTS Contract Notice will be published on eSourcingNI. Any interested parties will still be required to apply separately if/when launched & expressing an interest in the market engagement shall in no way be accepted as registering an interest. Additionally, expressing an interest in the market engagement will not be a prerequisite in relation to the potential future tender competition. Please note this is not a Call for Competition. Project S1227 has been created on eSourcingNI where parties can register their interest to attend the session. ### Lot Information Lot 1 NIE Networks have a requirement for provision of suitably qualified and experienced organisation(s) to provide a Customer Engagement Platform, can also be referred to as a Customer Relationship Management System, which has the following capability (but not limited to): - Ability to integrate with other systems / applications without the need for extensive and complex bespoke development - Digital Engagement - support a breadth of synchronous and asynchronous conversations across digital engagement channels. Channels include but are not limited to SMS, Live Chat, Chatbot and messaging (Whatsapp, Facebook messenger etc) - Ability to link master customer records and interactions from different communication channels - e.g. Phone / Whatsapp/ Text etc. and provide a single view of the customer. - Ability to store preferred communication channels - Ability to update and manage Priority Services Register and interface with messaging and/or API services to receive Priority Services information. - Ability to facilitate analysis and insights into customer behaviour and output customer analytics including Voice of the Customer. - Enhanced Reporting Capability to deliver insights and reports on customer behaviours and reporting on customer interactions by category/ type/ volume by way of example - Ability to maintain user personnas (Customer Journey) - Ability to accept facilitate customer interactions / workflow for the following areas = Complaints / Queries -Knowledge Management and Agent Desktop support - Hosted in UK/EU, Compliant with Cyber security regulations and GDPR practices The potential procurement of the Customer Engagement Platform Project may be launched under a separate process. Please note a separate Call for Competition in form of Contract Notice may be published on eSourcingNI. Any interested parties will still be required to apply separately if/when launched & expressing an interest in the market engagement shall in no way be accepted as registering an interest. Additionally, expressing an interest in the market engagement will not be a prerequisite in relation to the potential future tender competition. Please note this is not a Call for Competition. In order to maintain a suitable list of suppliers please also provide a short description of your experience in this area. NIE Networks may shortlist attendees of the basis of direct relevant experience only. In addition in the event of the required being over subscribed NIE Networks will restrict the total number of attendees to the first 10 suppliers who demonstrate direct relevant experience. Additional information: Project S1227 has been created on eSourcingNI; where parties can register their interest to attend the session. The ONLY way to register is via the secure messaging function in the project, by providing names of representatives from your organisation who will attend and a brief description of your organisations direct relevant experience. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/007209-2024 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 6 Mar 2024 | | Submission deadline | Not specified | | Future notice date | 30 Apr 2025 | | Award date | Not specified | | 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 | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NORTHERN IRELAND ELECTRICITY NETWORKS LIMITED | | Locality | BELFAST, | | Post town | Northern Ireland | | Postcode | BT9 5HT | | Country | Northern Ireland | | 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 | TLN Northern Ireland | ## 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 - 48170000 - Compliance software package - 48211000 - Platform interconnectivity software package - 48445000 - Customer Relation Management software package - 48482000 - Business intelligence software package - 48517000 - IT software package - 72212445 - Customer Relation Management software development services ## Release History - 6 Mar 2024 at 14:34 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/007209-2024 ## Notice URLs - http://www.nienetworks.co.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-h6vhtk-044611. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-044611.json.