24/015 Customer Contact Solution

{
  "id": "040721-2024",
  "tag": [
    "tender"
  ],
  "date": "2024-12-18T10:46:26Z",
  "ocid": "ocds-h6vhtk-04c901",
  "buyer": {
    "id": "GB-FTS-133008",
    "name": "Tamworth Borough Council"
  },
  "tender": {
    "id": "24/015",
    "lots": [
      {
        "id": "1",
        "value": {
          "amount": 700000,
          "currency": "GBP"
        },
        "status": "active",
        "renewal": {
          "description": "There is the option to extend for a further one plus one year"
        },
        "hasOptions": false,
        "hasRenewal": true,
        "description": "Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count.  The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "Quality & Social Value",
              "type": "quality",
              "description": "75%"
            },
            {
              "type": "price",
              "description": "25%"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2028-03-02T23:59:59Z",
          "startDate": "2025-03-03T00:00:00Z"
        },
        "submissionTerms": {
          "variantPolicy": "notAllowed"
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKG2"
          }
        ]
      }
    ],
    "title": "24/015 Customer Contact Solution",
    "status": "active",
    "coveredBy": [
      "GPA"
    ],
    "bidOpening": {
      "date": "2025-01-24T14:00:00Z",
      "address": {
        "streetAddress": "Tenders will be opened using the Opening Ceremony procedure electronically via the e-tendering portal In=tend by two council employees."
      }
    },
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "awardPeriod": {
      "startDate": "2025-01-24T14:00:00Z"
    },
    "description": "Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count.  The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions.",
    "tenderPeriod": {
      "endDate": "2025-01-24T14:00:00Z"
    },
    "contractTerms": {
      "hasElectronicPayment": true,
      "hasElectronicOrdering": true,
      "electronicInvoicingPolicy": "allowed"
    },
    "hasRecurrence": true,
    "classification": {
      "id": "48000000",
      "scheme": "CPV",
      "description": "Software package and information systems"
    },
    "submissionTerms": {
      "languages": [
        "en"
      ],
      "bidValidityPeriod": {
        "endDate": "2025-04-24T23:59:59+01:00"
      }
    },
    "submissionMethod": [
      "written"
    ],
    "procurementMethod": "open",
    "mainProcurementCategory": "goods",
    "procurementMethodDetails": "Open procedure"
  },
  "parties": [
    {
      "id": "GB-FTS-133008",
      "name": "Tamworth Borough Council",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKG2",
        "locality": "Tamworth",
        "countryName": "United Kingdom",
        "streetAddress": "Marmion House, Lichfield Street"
      },
      "details": {
        "url": "https://www.tamworth.gov.uk",
        "classifications": [
          {
            "id": "REGIONAL_AUTHORITY",
            "scheme": "TED_CA_TYPE",
            "description": "Regional or local authority"
          },
          {
            "id": "01",
            "scheme": "COFOG",
            "description": "General public services"
          }
        ]
      },
      "identifier": {
        "legalName": "Tamworth Borough Council"
      },
      "contactPoint": {
        "url": "https://in-tendhost.co.uk/tamworthbc",
        "email": "procurement@tamworth.gov.uk"
      }
    },
    {
      "id": "GB-FTS-133009",
      "name": "Local Government Ombudsman",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "London",
        "countryName": "United Kingdom"
      },
      "identifier": {
        "legalName": "Local Government Ombudsman"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}