Service Now (People Gateway) & Engage
A Contract Award Notice
by COVENTRY UNIVERSITY
- Source
- Find a Tender
- Type
- Contract (Goods)
- Duration
- not specified
- Value
- £367K
- Sector
- TECHNOLOGY
- Published
- 16 Dec 2022
- Delivery
- not specified
- Deadline
- n/a
Concepts
Location
Coventry:
1 buyer
- Coventry University Coventry
1 supplier
- Engage Esm London
Description
The People Gateway provides our customers with a knowledge base, and a way of communicating with the team, submitting information, requests and case management. Engage ESM, provides us with the technical support.
Total Quantity or Scope
The People Gateway is a repository for our polices, procedures and FAQ's, and it also allows the business to communicate, submit information, forms and to raise enquiries with the People Team. The functionality also enables us to effectively manage the volume of work and prioritise cases where necessary to improve the overall customer experience.
Award Detail
| 1 | Engage Esm (London)
|
CPV Codes
- 48100000 - Industry specific software package
Legal Justification
The current contract is due to expire on 31 December 2022, if we don't extend the contract, we will essentially lose the People Gateway functionality. The People Gateway is not only a repository for our polices, procedures and FAQ's, but it also allows the business to communicate, submit information or forms or to raise enquiries with the People Team. The functionality also enables us to effectively manage the volume of work and prioritise cases where necessary to improve the overall customer experience. Service Now are market leaders for this type of product, therefore if we went out to tender we would struggle to find a comparable product. We have been with both Service Now and Engage for over 6 years now and the People Gateway is something that is used widely across the business. With Digital Services also being with Service Now, it allows us to share information on occasions as we have done with the Agile Working Scheme. Changing suppliers at this stage so close to the go-live date for Project Evolve, would not only generate a lot of additional work ahead of the new system, but it would also be very disruptive for the business.
Other Information
** PREVIEW NOTICE, please check Find a Tender for full details. **
Reference
- ocds-h6vhtk-0391d7
- FTS 035636-2022