Case and Customer Management Solution(s) 2022

Concepts

• berkshire
• software package
• reading borough council
• customer management solution
• task management
• customer platform
• casework solution
• provision of case
• customer transactions
• customer portal

Location

Description

Reading Borough Council are completing a Restricted Procurement exercise for the provision of Case and Customer Management Solution(s) - this is a three Lot procurement run under a two stage process. Bidders will be required to tender for one lot only: Lot 1 - Casework solution - this lot covers case, document workflow and task management; Lot 2 - Customer platform - this lot covers customer transactions with the Council (report, contact, apply for services). The solution should support task / workflow management, integrating with core back office systems as required, to work towards resolution. It should also allow customers to view progress and receive communications about their query via a customer portal; Lot 3 - Joint lot covering both requirements. For full requirements, refer to the tender documentation. The estimated value of the Contract is: £3m (implementation and annual license costs (Lot 1 - Estimated value £1,450,000; Lot 2 - Estimated value £1,540,000, Lot 3 - Estimated value £3,000,000. The contract duration is: 4 years following implementation, subject to satisfactory performance. The term of the contract may be extended for 2 periods of 1 year; each period is subject to satisfactory performance, continued funding being available and mutual agreement between the parties. Implementation should be completed by e/o March 2023.

CPV Codes

• 48000000 - Software package and information systems
• 72000000 - IT services: consulting, software development, Internet and support

Indicators

• Contract is suitable for SMEs.
• Contract is suitable for VCOs.

Other Information

Suppliers that would like to take part in this process are invited to 'Express Interest' upon which they will be given access to the full documentation delivered through this portal. Documents can be accessed from the 'My Tenders' area of this website by selecting the 'View Details' button for the project. Expressions of interest will only be accepted until 9th May 2022 at 10am. Any questions relating to this opportunity should be made via the correspondence link on this portal. For Lot 1 (Case Management), the main system users are: Environmental & Commercial Services (including service such as Street care, highways, waste, parks and open spaces); Planning, Transport & Regulatory Services (including services such as trading standards, building control, environmental protect and nuisance, private sector housing, planning); Customer Services (contact centre supporting services above); Housing & Communities (this is out of scope for the replacement, as they are to use RBC's new Housing system from later this year). For Lot 2 (Customer Management), the solution should support an excellent customer experience for Reading residents, including allowing them to: Contact the Council (Enquire / Inform); Report something to the Council (e.g. fly tip, tell us once); Book a service via an integration with the corporate booking engine - JRNI (e.g. bulky waste collection); Pay for a service via an integration with Civica Pay; Apply for services (e.g. licences, blue badge); Subscribe / renew services (e.g. garden waste); Self-assess whether they qualify for Council services (e.g. financial assessment). Lot 3 functionality is for a solution that delivers both Lots 1 and 2 requirements. Full details of requirements are found within the tender documents. The subsequent invitation to short-listed tenderers is anticipated to occur on 6th June 2022. Details of the Councils method for reduction of the number of tenders and solutions is outlined with the tender instructions. Organisations interested in expressing an interest in this procurement should download the procurement documents which are available on the Councils e-tendering portal at: https://in-tendhost.co.uk/readingbc/aspx/Home and complete as instructed. The Portal is free of charge - to register please follow the supplier registration guidance which is available on the Portal. Contractors wishing to be considered for this tendering opportunity must complete the tender documents and return them electronically via the Councils e-tendering portal. Please note: you must register your interest via the Councils e-tendering portal if you intend to submit a tender. All communications regarding this procurement exercise will be conducted through the Council`s e-tendering portal including requests for clarifications or general enquiries. The procurement documents will be available for download up until the closing time and date for tender submissions; it is the organisations responsibility to ensure that they download the documents in ample time to ensure that they can be completed and returned electronically, along with supporting documents, prior to the closing time and date stipulated. Before completing the tender, Bidders should ensure that the e-mail address that has been used to register their organisation will be checked regularly, as the Council`s e-tendering system will generate automatic notifications to this e-mail address when there are updates, changes or messages sent relating to the project. Bidders should also check that their organisations details are correct and kept up to date. Technical questions and assistance regarding the use and operation of the Portal should be addressed to the In-Tend Help Desk - e-mail: support@in-tend.co.uk, telephone number +44 8442728810. Is a Recurrent Procurement Type? : Yes Additional information on how to apply for this contract https://in-tendhost.co.uk/readingbc/aspx/