Provision of an Enquiry, Appointment and Queue Management System for the University of Birmingham

Concepts

• customer relation management
• verint systems ltd
• edgbaston
• university of birmingham
• student enquiry
• queue management system
• university-wide programme
• provision of an enquiry
• upgrade of our student record system
• university

Location

Edgbaston

Description

The University of Birmingham is looking to extend its contract with Verint Systems Ltd who provide our student enquiry, appointment and queue management system. StARS+ (Student Administration Refresh and Simplification+) is a University-wide programme to improve our student administration services, enabled by an upgrade of our student record system. The University won’t have the capacity to implement new systems during this time and are therefore looking to extend the current contract for a period of up to 3 years (current contract expires 2021). The University plans to re-tender during this time.

Total Quantity or Scope

Verint Systems Ltd are used to support a number of student facing operations (enquiry, appointment, case and queue management) in the Aston Webb Student Hub, International Student Team and College Hubs which is integrated with our Student Record System. StARS+ (Student Administration Refresh and Simplification+) is a University-wide programme to simplify, standardise and improve our student administration services, enabled by a replacement and upgrade of our student record system. Due to the expanded scope of the StARS+ programme, the University won’t have the capacity to implement new systems and associated process, and change during this time (to 2023/4) should we choose to change supplier. This would also introduce substantial risk and additional training requirements during with the very real possibility of overloading programme teams. We need to be certain that University resources will be available to support the delivery of this work as required. It is important we align the development, change, and implementation road map of this project with other University and IT projects through the normal prioritisation process. Therefore we are looking to extend the current contract for a period of up to 3 years (current contract expires 2021). The University plans to re-tender during this time.

Award Detail

CPV Codes

• 72212445 - Customer Relation Management software development services

Indicators

• Award on basis of price and quality.

Legal Justification

As per Article 31 of Directive 2004/18/EC, this solution offers the most economically advantageous solution.