CRM-Website Implementation (Prior Information Notice)

The purpose of this PIN is to show our interest in engaging with suppliers that have solutions that can deliver the following either directly or through subcontracted services: 1) Website design (UI/UX); 2) Content management; 3) Case management; 4) Customer relationship management; 5) Online customer self-service account; 6) Event and appointment bookings (public and internal); 7) Forms with lookup and attachment capabilities; 8) Data and information transfer to/from back-office systems; 9) Sentiment analysis; 10) Web chat; 11) Inbound screen popping; 12) Integrated knowledge base and scripting solution; 13) Click to call. Our objective is to deliver a customer Ecosystem of Modules, Solutions and Applications (System) that enables a two way interaction between customers and staff that: - keeps the customer informed of progress of interactions, - allows staff to manage their workloads within that system, - provides customers the ability to initiate and view their interactions and progress online, - allows the council to evaluate success and performance in those interactions.

All components need to 'work' with one another within the 'System' as well as service specific applications such as accounting, telephony and other similar systems. We will want to see demonstrations of the capabilities of the solutions that are now available in the market place so that we can create a specification taking into consideration new developments that will allow us to achieve our goal.