Customer Experience Platform

Concepts

• customer experience strategy norfolk county council
• norwich
• information technology
• customer experience platform
• new customer experience programme
• one council
• software package
• key areas of work
• subject of this statement of requirements
• shelf system

Location

Norfolk

Description

To deliver its Customer Experience Strategy Norfolk County Council have approved a new Customer Experience Programme – ‘One Customer, One Council’. One of the key areas of work for that programme is to update the technology the Council uses from the ‘front door’ to manage interactions with customers ( from the start of the interaction to the end), and it is this which is the subject of this statement of requirements and procurement exercise. The Council intends to procure a SaaS solution or solutions to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop. The Council is seeking a commercial, off the shelf system and understands it will need to do some configuration.

Total Quantity or Scope

The Council is seeking a commercial, off the shelf system and understands it will need to do some configuration.This procurement is being conduced as a Competitive Dialogue. Bidders should note that the Council intends to conduct the dialogue over a period of 3 weeks maximum. Sessions will be conducted via Teams wherever possible and Bidders will not have to attend sessions every day ( at this stage it is anticipated that each bidder will have 2 sessions a week). Contract length will be 60 months from go live date of 1st September 2023, with the option to extend by up to a further 5 years. The Council reserves the right to remove the content management system requirement from this procurement exercise or to have this functionality on a shorter contract length to the other required functionality. The Council may exercise this right where, during dialogue or elsewhere in the procurement exercise, it ascertains that a system or systems put forward do not meet requirements. If the Council does exercise this right, then the Council will undertake a further procurement exercise for its requirements in this area.Norfolk County Council is seeking to make savings on its current platform cost. The estimate budget for this procurement is circa £6 million over the maximum length of the contract and including implementation services. The figure excludes VAT, inflation and any additional professional services costs that may be needed outside of those for implementation. Bidders should note this budget before applying.

CPV Codes

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

Indicators

• This is a one-off contract (no recurrence)
• Renewals are not available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** This procurement will be managed electronically via the Council`s e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the `tenders` section and `express an interest` to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing support@in-tend.co.uk.