Customer Relationship & Online Engagement Tools

Concepts

• cardiff
• information technology
• citizen engagement
• engagement strategies
• meaningful engagement
• online engagement tool
• online engagement tools
• online engagement tools
• customer relationship
• customer relationship & online engagement tools

Location

Wales: Cardiff

Description

The Senedd is looking to put a contract in place for the supply, installation, and ongoing support of a Customer Relationship Management (CRM) & Online Engagement Tool (OET). The contract will be for a 5 year period, with the option to extend for a further 2 years.

Total Quantity or Scope

The Senedd is looking to put a contract in place for the supply, installation, and ongoing support of a Customer Relation Management (CRM) & Online Engagement Tool (OET). We are seeking solutions that are cloud based, without any requirement to install software on individual machines. The CRM system will be used to improve the customer experience, improve the efficiency of reporting on Key Performance Indicators (KPIs), as a basis for meaningful engagement for future interactions and analysed to inform engagement strategies. We are looking to expand our use of online engagement tools and crowdsourcing by exploring solutions which make participation as accessible and engaging as possible to Welsh citizens. The solution must operate efficiently, to enable the Senedd to enhance the scope and scale of participation with internal and external stakeholders, thus improving the quality and quantity of citizen engagement. We are seeking solutions that are flexible enough to be utilised across the Commission through future phases.

Renewal Options

Option to extend for a further 2 year period

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support

Indicators

• This is a recurring contract.
• Renewals are available.
• Professional qualifications are sought.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** Suppliers will need to be registered on the Bravo Solution portal in order to obtain the Pre-Qualification Questionnaire (PQQ) and view the supporting Procurement documents. If you are not already registered you can register by going to www.etenderwales.bravosolution.co.uk. It is free to register on this portal. Once registered:- - Click the 'Open Access PQQs' link - Click on the relevant PQQ to access the content (pqq_33579 - Customer Relationship Management & Online Engagement Tools). - Click the 'Express Interest' button in the 'Actions' box on the left-hand side of the page. This will move the PQQ into your 'My PQQs' page - Click on the PQQ code. You can now access any attachments by clicking the 'Settings and Buyer Attachments' in the 'Actions' box - You can now choose to 'Reply' to the PQQ and submit your response Please note that the Procurement documents will be uploaded into the 'Supplier Attachments' area under 'Settings' for all suppliers to view. NOTE: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=143481 (WA Ref:143481)