---
title: "Framework Agreement for Customer Experience Management System"
ocid: "ocds-r6ebe6-0000570071"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000570071"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000570071.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000570071.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "EAST RENFREWSHIRE COUNCIL"
published: "2019-08-21"
---

# Framework Agreement for Customer Experience Management System

Buyer: EAST RENFREWSHIRE COUNCIL  
Current stage: Award  
OCID: ocds-r6ebe6-0000570071

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000570071.json)

## Summary

The public procurement process outlined involves East Renfrewshire Council, located at Eastwood HQ, Giffnock, who initiated a tender for a "Framework Agreement for Customer Experience Management System." This project, classified under the services industry, seeks to enhance the digital customer journey through website design, content management systems, and CRM solutions. The procurement process followed an open procedure, with the tender period concluding on 22nd February 2019. A successful bid was awarded to GOSS Interactive Ltd, solidifying a contract that was officially signed on 9th July 2019.

This tender presents significant opportunities for businesses specialising in digital solutions, particularly those skilled in website design, customer relationship management, and systems integration. Firms looking to grow in the public sector may benefit from this project, especially those with a strong history of delivering innovative digital transformations. With a requirement for community benefits tied to the contract, companies committed to local engagement and training initiatives could greatly enhance their competitiveness in this procurement.

## Notice

East Renfrewshire Council (ERC) has ambitious plans to transform its Digital Customer Experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses - Website Design - Website Content Management System - Customer Relationship Management/ Customer Experience Management System

### Lot Information

Lot 1

East Renfrewshire Council are looking to establish a sole supplier framework agreement. The initial call off via the framework agreement will establish a contract for the following: Supply, build, implementation, testing, training and support & maintenance of an end to end Customer Experience Management System that replaces functionality of the current: -Website Content Management (CMS) for multiple sites -Customer Relationship Management (CRM) Further potential call off options shall include: -Website redesign for ERC main Site (currently: www.eastrenfrewshire.gov.uk) -Website redesign and amalgamation of three East Renfrewshire Culture & Leisure Trust sites (currently: http://www.ercultureandleisure.org/ http://eastwoodparktheatre.co.uk/ http://www.portaltothepast.co.uk/) or migration of three sites as-is onto the new solution - Queue management - Live Chat / Chatbot - Utilising the solution for internal use (Intranet) All possibilities of how to best achieve a seamless Digital Customer Experience are being considered, including integrated best of breed systems, a single solution or alternative methods.

Options: The following are potential future call off requirements: Website redesign for ERC main Site (currently: www.eastrenfrewshire.gov.uk) -Website redesign and amalgamation of three East Renfrewshire Culture & Leisure Trust sites (currently: http://www.ercultureandleisure.org/ http://eastwoodparktheatre.co.uk/ http://www.portaltothepast.co.uk/) or migration of three sites as-is onto the new solution - Queue management - Live Chat - Utilising the solution for internal use (Intranet)

Renewal: The initial Call Off Contract award is offered for a period of 3 years plus 3 possible 12-month extensions

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG364115 |
| Notice type | OJEU - F3 - Contract Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 21 Aug 2019 |
| Submission deadline | 22 Feb 2019 |
| Future notice date | Not specified |
| Award date | 9 Jul 2019 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

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

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Not specified |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | EAST RENFREWSHIRE COUNCIL |
| Locality | GIFFNOCK |
| Post town | Glasgow |
| Postcode | G46 6UG |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM33 Inverclyde, East Renfrewshire, and Renfrewshire |
| Local authority | East Renfrewshire |
| Electoral ward | Giffnock and Thornliebank |
| Westminster constituency | East Renfrewshire |
| Delivery location | TLM83 Inverclyde, East Renfrewshire, and Renfrewshire |

## 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

- 48445000 - Customer Relation Management software package
- 48780000 - System, storage and content management software package
- 48783000 - Content management software package
- 72212445 - Customer Relation Management software development services
- 72212783 - Content management software development services
- 72222300 - Information technology services
- 72413000 - World wide web (www) site design services

## Release History

- 21 Aug 2019 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG364115
- 22 Jan 2019 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN343036

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN343036
  Framework Agreement for Customer Experience Management System - East Renfrewshire Council (ERC) has ambitious plans to transform its Digital Customer Experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses - Website Design - Website Content Management System - Customer Relationship Management/ Customer Experience Management System
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG364115
  Framework Agreement for Customer Experience Management System - East Renfrewshire Council (ERC) has ambitious plans to transform its Digital Customer Experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses - Website Design - Website Content Management System - Customer Relationship Management/ Customer Experience Management System

## Notice URLs

- http://
- http://eastwoodparktheatre.co.uk/
- http://www.eastrenfrewshire.gov.uk
- http://www.ercultureandleisure.org/
- http://www.portaltothepast.co.uk/
- http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2343
- http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2361
- http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2363
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000570071
- https://www.publictendersscotland.publiccontractsscotland.gov.uk/esop/pts-host/public/pts/web/login.html

## 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-r6ebe6-0000570071. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000570071.json.