---
title: "South Norfolk Council: Customer Relation Management Software Package"
ocid: "ocds-h6vhtk-0470d3"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0470d3"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0470d3.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0470d3.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "SOUTH NORFOLK COUNCIL"
published: "2025-09-30"
---

# South Norfolk Council: Customer Relation Management Software Package

Buyer: SOUTH NORFOLK COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-0470d3

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## Summary

The procurement process initiated by South Norfolk Council in partnership with Broadland District Council aims to acquire a cloud-based Customer Relation Management Software Package. This falls under the services category, specifically focusing on industry-specific software development services. The project is taking place in the region of UKH17, with South Norfolk Council serving as the Contracting Authority and East Suffolk Council providing procurement support. The procurement method employed is a competitive procedure with negotiation, as per the Public Contract Regulations 2015. The contracting process progressed from planning to tender and eventually reached the award stage, with Goss Interactive Ltd being the winning bidder. The contract, valued at £796,855, was signed on 11 September 2025.

This tender presents significant opportunities for businesses involved in software development services, particularly those specialising in customer experience platforms. Companies with a strong track record in technological integration and efficiency improvements would be well-suited to compete in future related tenders. The procurement process encourages collaboration among suppliers, offering a chance for consortiums to bring together diverse technological solutions. Additionally, small and medium-sized enterprises demonstrated strong participation, all four bids received were from SMEs, which reflects opportunities for similar companies to engage in such competitive procedures. Businesses looking to grow by leveraging cutting-edge digital technology can find it advantageous to respond to such tenders that intend to enhance customer service delivery.

## Notice

South Norfolk Council and Broadland District Council are offering this opportunity to participate in a competitive procedure with negotiation for a cloud-based customer experience platform. Both councils' delivery plans outline a strategic objective to provide services for residents, businesses and communities that are innovative, efficient and easy to use against a backdrop of reduced funding and tougher economical times. An improved customer offer enabled by digital technology can have a direct impact on our ability to reduce operating costs to serve our customers, absorb growing demand within existing resources and enable greater efficiencies from understanding the end-to-end customer journey whilst enabling customers to interact with us in modern and efficient ways that are convenient to them. East Suffolk Council's Procurement Team is providing procurement support but the Contracting Authority is South Norfolk Council.

### Lot Information

Lot 1

The Councils recognise that customer expectations and demands for seamless, efficient services are increasing, but due to the vast array of services offered by local authorities, this has led to disjointed, siloed customer entry points, reduced ability to extract customer insight, inefficient workflow practices, time delays and multiple hand-offs. These elements combined impact the efficiency and cost of operation, as well as the customer experience and interoperability of our technological architecture. The Councils have set themselves an ambition to improve customer experience and have set out to achieve the following as part of this programme of work: Objectives* To create easy to access services for all * To increase first point of contact resolution and keep the customer informed throughout * To use data and insight to benefit the way we work and our customers * To improve internal workflows and case management The Councils are looking to procure a cloud based customer experience platform which would include a customer portal, forms, case management/workflow, integrations and a content management system. We recognise that our platform may / will be made up of more than one technology provided by more than one supplier. We are open to suppliers collaborating in a consortium but prefer to manage the implementation and ongoing relationship through one lead supplier. The Contracting Authority intends to conduct a Competitive procedure with negotiation in accordance with Reg. 29 of the Public Contract Regulations 2015 (as amended) for the procurement of a customer experience platform.East Suffolk Council's Procurement Team is providing procurement support but the Contracting Authority is South Norfolk Council. Additional information: All communications and tenders must be managed through the In-tend e-sourcing Suite. Any communication outside of the In-tend system, without express permission of the Council (or the East Suffolk Procurement Team acting on its behalf), will be immediately rejected.

Renewal: Initial contract period will be five years (60 months). Two optional additional extensions of 1 year each (5+1+1 years)

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/060821-2025 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 30 Sep 2025 |
| Submission deadline | 2 Dec 2024 |
| Future notice date | 1 Nov 2024 |
| Award date | 10 Sep 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,250,000 |
| Lots value | £1,250,000 |
| Awards value | Not specified |
| Contracts value | £796,855 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | SOUTH NORFOLK COUNCIL |
| Additional buyers | SOUTH NORFOLK COUNCIL AND BROADLAND DISTRICT COUNCIL |
| Locality | NORWICH |
| Post town | Norwich |
| Postcode | NR7 0WF |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH5 Norfolk |
| ITL 3 | TLH51 Norwich and East Norfolk |
| Local authority | Broadland |
| Electoral ward | Brundall |
| Westminster constituency | Broadland and Fakenham |
| Delivery location | TLH15 Norwich and East Norfolk, TLH17 Breckland and South Norfolk |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 72212100 - Industry specific software development services

## Release History

- 30 Sep 2025 at 10:46 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/060821-2025
- 8 Nov 2024 at 15:56 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/036312-2024
- 1 Nov 2024 at 13:59 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/035490-2024
- 18 Jun 2024 at 13:59 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/018770-2024

## Notice URLs

- http://southnorfolkandbroadland.gov.uk
- http://www.gossinteractive.com
- https://in-tendhost.co.uk/eastsuffolk/aspx/Home
- https://www.southnorfolkandbroadland.gov.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-0470d3. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0470d3.json.