Case and Customer Management Solution(s) 2022 - AWARD

Concepts

• berkshire
• software package
• reading borough council
• customer management solution
• lot 2 - customer platform
• lot 1 - casework solution
• task management
• 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.

Award Detail

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.