SS15-112 Customer Feedback System
Kent County CouncilEstimated Value
£200,000 – £300,000
Deadline
17 October 2016
Published
16 September 2016
Type
goods
Overview
Kent County Council (KCC) is issuing this notice, after discussing with the market,(ref PIN 2016/S 060-100974) relating to the the introduction of a Centralised Customer Feedback system, for use by staff to log feedback from our customers. The objective of this notice is to deliver a suitable solution that will interact with some legacy Customer Feedback Systems.
KCC operates a number of Customer Management systems, but this system will be required to interrogate information generated by these internal systems, as well as collecting information directly from customers via a Web based front end and through staff in the Call Centre. The reporting needs to be as a standard system output, but also flexible enough to generate reporting as needed to satisfy a bespoke need.
The system will provide a corporate solution via a single point of logging and tracking feedback and requests for information received from the public. This includes; Complaints, Compliments and Comments Local Ombudsman Complaints (LGO) Freedom of Information Requests Environmental Information Regulations Subject Access Requests/Data Protection Act The solution will allow the logging of feedback relating to Services, Staff or Policy which will take the form of Compliments, Comments or Complaints, Requests for Information and LGO complaints.
Submission
References will be required and Tenderers should ensure that the Referee have been contacted, prior to them being sent a 'Request for Information'. failure to have the information returned in the specified timescale may cause disqualification from the process.
Additional details
The solution will provide an end to end process that will incorporate receipt through to final response/outcome. The solution provided will supply the reports to enable KCC to measure performance, identify trends and allow KCC to learn across all Directorates, what the customer is telling us.
The Tender will close on the 17th October 2016 @ 10.00 am. All documentation , that is requested must be returned with the ITT response.
No clarifications will be allowed after 3rd October 2016. The KBP can by located at: https://www.kentbusinessportal.org. uk Any enquires after registration on the Kent Business Portal should be via the 'Discussions' facility.
A Suppliers guide is attached to the Qualification Questionnaire, to assist in registering on the KBP. Additional information: Instructions to Suppliers: All communications should be submitted via the Kent business Portal (KBP)http//www.kentbusinessportal.org.uk .
All tendering information is to be submitted via the KBP. Any information received not via the KBP will not be evaluated and will be disqualified.
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Likely incumbents
Suppliers who won similar work from this buyer in the last 5 years.
- 1
Civica UK Limited
- 2
CACI Limited
- 3
Thinkproject UK Ltd
£198,000
total awarded
- 4
QRoutes Ltd
£122,160
total awarded
Civica UK Limited is the most likely incumbent based on recency and category match. To win, bidders typically need a clearly differentiated proposition or a price advantage.
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Buyer Profile
Kent County CouncilKey Dates
Published
16 September 2016
Submission deadline
17 October 2016
Notice type
tender
Source
contracts finder
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