Customer Experience Platform

{
  "id": "010910-2023",
  "tag": [
    "award",
    "contract"
  ],
  "bids": {
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        "id": "1",
        "value": 3,
        "measure": "bids",
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      },
      {
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        "value": 2,
        "measure": "smeBids",
        "relatedLot": "1"
      },
      {
        "id": "3",
        "value": 0,
        "measure": "foreignBidsFromEU",
        "relatedLot": "1"
      },
      {
        "id": "4",
        "value": 0,
        "measure": "foreignBidsFromNonEU",
        "relatedLot": "1"
      },
      {
        "id": "5",
        "value": 3,
        "measure": "electronicBids",
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    ]
  },
  "date": "2023-04-17T10:35:00+01:00",
  "ocid": "ocds-h6vhtk-02c097",
  "buyer": {
    "id": "GB-FTS-7364",
    "name": "Norfolk County Council"
  },
  "awards": [
    {
      "id": "010910-2023-NCCT42250-1",
      "title": "Customer Experience Platform",
      "status": "active",
      "suppliers": [
        {
          "id": "GB-FTS-80332",
          "name": "GOSS Interactive Ltd"
        }
      ],
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      ],
      "subcontracting": {
        "value": {
          "amount": 150000,
          "currency": "GBP"
        },
        "description": "Sub-contracting arrangements for part of the email marketing solution.  The value excludes VAT and is an estimate depending on use."
      },
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  ],
  "tender": {
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      {
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        "status": "cancelled",
        "hasOptions": false,
        "description": "The Council has awarded a contract for a SaaS solution to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop.  This contract includes a content management system and email marketing solution .The contract length is  5 years from 1 September 2024 ( go live) with the right to extend by a further 2 years plus a further 2 years plus a further 1 year. Additional information: The value of this contract stated in the notice is exclusive of VAT.  The Council has the right to purchase additional professional services from the winning provider at the rates set in the tender.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "Strategic and Functional Requirements - 37% , Technical, Implementation and Support - 30%,",
              "type": "quality",
              "description": "Social Value - 3%"
            },
            {
              "type": "price",
              "description": "30%"
            }
          ]
        }
      }
    ],
    "items": [
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        "deliveryLocation": {
          "description": "Norfolk"
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            "description": "Software package and information systems"
          }
        ]
      }
    ],
    "title": "Customer Experience Platform",
    "status": "complete",
    "coveredBy": [
      "GPA"
    ],
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "description": "The Council has procured a SaaS solution to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop.  This platform includes a contract management solution and an email marketing solution.",
    "reviewDetails": "Precise information on deadline(s) for lodging appeals: The Public Contracts Regulations 2015 (as amended) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).Proceedings must be brought within 30 days from the date of knowledge (the date on which the economic operator first knew or ought to have known that grounds for starting the proceedings had arisen) unless the Court considers that there is good reason for extending the period within which proceedings may be brought, in which case the Court may extend that period up to a maximum of 3 months from the date of knowledge.",
    "classification": {
      "id": "72000000",
      "scheme": "CPV",
      "description": "IT services: consulting, software development, Internet and support"
    },
    "procurementMethod": "selective",
    "mainProcurementCategory": "services",
    "procurementMethodDetails": "Competitive dialogue"
  },
  "parties": [
    {
      "id": "GB-FTS-7364",
      "name": "Norfolk County Council",
      "roles": [
        "buyer",
        "reviewBody"
      ],
      "address": {
        "region": "UKH15",
        "locality": "Norwich",
        "postalCode": "NR1 2DH",
        "countryName": "United Kingdom",
        "streetAddress": "County Hall, Martineau Lane"
      },
      "details": {
        "url": "http://www.norfolk.gov.uk",
        "buyerProfile": "https://in-tendhost.co.uk/norfolkcc/aspx/Home",
        "classifications": [
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      "identifier": {
        "legalName": "Norfolk County Council"
      },
      "contactPoint": {
        "email": "sourcingteam@norfolk.gov.uk"
      }
    },
    {
      "id": "GB-FTS-80332",
      "name": "GOSS Interactive Ltd",
      "roles": [
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      ],
      "address": {
        "region": "UKK41",
        "locality": "Plymouth",
        "postalCode": "PL6 7TL",
        "countryName": "United Kingdom"
      },
      "details": {
        "scale": "sme"
      },
      "identifier": {
        "id": "03553908",
        "legalName": "GOSS Interactive Ltd"
      },
      "contactPoint": {
        "email": "bids@gossinteractive.com"
      }
    }
  ],
  "language": "en",
  "contracts": [
    {
      "id": "010910-2023-NCCT42250-1",
      "title": "Customer Experience Platform",
      "value": {
        "amount": 1468115,
        "currency": "GBP"
      },
      "status": "active",
      "awardID": "010910-2023-NCCT42250-1",
      "dateSigned": "2023-04-04T00:00:00+01:00"
    }
  ],
  "initiationType": "tender"
}

{
  "id": "025896-2022",
  "tag": [
    "tender"
  ],
  "date": "2022-09-15T10:51:23+01:00",
  "ocid": "ocds-h6vhtk-02c097",
  "buyer": {
    "id": "GB-FTS-7364",
    "name": "Norfolk County Council"
  },
  "tender": {
    "id": "NCCT42250",
    "lots": [
      {
        "id": "1",
        "status": "active",
        "hasOptions": false,
        "hasRenewal": false,
        "description": "The Council intends to procure a SaaS solution or solutions to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop. The Council is seeking a commercial, off the shelf system and understands it will need to do some configuration.This procurement is being conduced as a Competitive Dialogue.  Bidders should  note that the Council intends to conduct the dialogue over a period of 3 weeks maximum.  Sessions will be conducted via Teams wherever possible and Bidders will not have to attend sessions every day ( at this stage it is anticipated that each bidder will have 2 sessions a week).  Contract length will be 60 months from go live date of 1st September 2023, with the option to extend by up to a further 5 years.  The Council reserves the right to remove the content management system requirement from this procurement exercise or to have this functionality on a shorter contract length to the other required functionality.  The Council may exercise this right where, during dialogue or elsewhere in the procurement exercise, it ascertains that  a system or systems put forward do not meet requirements. If the Council does exercise this right, then the Council will undertake a further procurement exercise for its requirements in this area.Norfolk County Council is seeking to make savings on its current platform cost.  The estimate budget for this procurement is circa £6 million  over the maximum length of the contract and including implementation services. The figure excludes VAT, inflation and any additional professional services costs that may be needed outside of those for implementation. Bidders should note this budget before applying.",
        "secondStage": {
          "maximumCandidates": 3
        },
        "contractPeriod": {
          "durationInDays": 3600
        },
        "submissionTerms": {
          "variantPolicy": "notAllowed"
        },
        "selectionCriteria": {
          "description": "Of those Applicants who reach the short-listing stage (evaluation of Form E), the Council will shortlist the three highest ranked applicants who achieve a score which is equal to or exceeds the quality threshold stated in the procurement documents to proceed to the next stage but:a.\tIf the scores are sufficiently close (i.e., within 1% point), the Council reserves the right to take forward the fourth-place applicant.b.\tIf three applicants do not achieve the minimum quality threshold, only those applicants achieving the minimum quality threshold will be taken forward."
        }
      }
    ],
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          "description": "Norfolk"
        },
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            "region": "UKH17"
          },
          {
            "region": "UKH16"
          },
          {
            "region": "UKH15"
          }
        ],
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          },
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            "id": "48000000",
            "scheme": "CPV",
            "description": "Software package and information systems"
          }
        ]
      }
    ],
    "title": "Customer Experience Platform",
    "status": "active",
    "coveredBy": [
      "GPA"
    ],
    "documents": [
      {
        "id": "economic",
        "documentType": "economicSelectionCriteria"
      },
      {
        "id": "technical",
        "documentType": "technicalSelectionCriteria"
      }
    ],
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "description": "To deliver its Customer Experience Strategy Norfolk County Council have approved a new Customer Experience Programme – ‘One Customer, One Council’.  One of the key areas of work for that programme is to update the technology the Council uses from the ‘front door’ to manage interactions with customers ( from the start of the interaction to the end), and it is this which is the subject of this statement of requirements and procurement exercise.  The Council intends to procure a SaaS solution or solutions to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop. The Council is seeking a commercial, off the shelf system and understands it will need to do some configuration.",
    "tenderPeriod": {
      "endDate": "2022-10-18T10:00:00+01:00"
    },
    "contractTerms": {
      "hasElectronicPayment": true,
      "hasElectronicOrdering": true,
      "electronicInvoicingPolicy": "allowed"
    },
    "hasRecurrence": false,
    "reviewDetails": "VI.4.2) Lodging of appeals: The Public Contracts Regulations 2015 provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern EN Standard form 02 - Contract notice 12 / 19 Ireland). Proceedings must be brought within 30 days from the date of knowledge (the date on which the economic operator first knew or ought to have known that grounds for starting the proceedings had arisen) unless the Court considers that there is good reason for extending the period within which proceedings may be brought, in which case the Court may extend that period up to a maximum of 3 months from the date of knowledge.",
    "classification": {
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      "description": "IT services: consulting, software development, Internet and support"
    },
    "submissionTerms": {
      "languages": [
        "en"
      ]
    },
    "submissionMethod": [
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    ],
    "procurementMethod": "selective",
    "mainProcurementCategory": "services",
    "procurementMethodDetails": "Competitive dialogue"
  },
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    {
      "id": "GB-FTS-7364",
      "name": "Norfolk County Council",
      "roles": [
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      ],
      "address": {
        "region": "UKH15",
        "locality": "Norwich",
        "postalCode": "NR1 2DH",
        "countryName": "United Kingdom",
        "streetAddress": "County Hall, Martineau Lane"
      },
      "details": {
        "url": "https://www.norfolk.gov.uk/",
        "buyerProfile": "https://in-tendhost.co.uk/norfolkcc/aspx/Home",
        "classifications": [
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            "scheme": "TED_CA_TYPE",
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            "scheme": "COFOG",
            "description": "General public services"
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      "identifier": {
        "legalName": "Norfolk County Council"
      },
      "contactPoint": {
        "url": "https://in-tendhost.co.uk/norfolkcc/aspx/Home",
        "email": "sourcingteam@norfolk.gov.uk"
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    },
    {
      "id": "GB-FTS-12242",
      "name": "Norfolk County Council",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Norwich",
        "countryName": "United Kingdom",
        "streetAddress": "County Hall, Martineau Lane"
      },
      "identifier": {
        "legalName": "Norfolk County Council"
      },
      "contactPoint": {
        "email": "sourcingteam@norfolk.gov.uk"
      }
    }
  ],
  "language": "en",
  "description": "This procurement will be managed electronically via the Council`s e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the `tenders` section and `express an interest` to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing support@in-tend.co.uk.",
  "initiationType": "tender"
}

{
  "id": "014628-2021",
  "tag": [
    "planning"
  ],
  "date": "2021-06-28T08:59:32+01:00",
  "ocid": "ocds-h6vhtk-02c097",
  "buyer": {
    "id": "GB-FTS-7364",
    "name": "Norfolk County Council"
  },
  "tender": {
    "id": "NCCT42250",
    "lots": [
      {
        "id": "1",
        "status": "planned",
        "description": "Norfolk County Council’s Digital Strategy and Roadmap for the 2020s emphasises the importance of the delivery of service transformation through the use of innovative technology and explains how the Council will build on past and current success as the Connected Britain Digital Council of the Year 2020.This is not about technological change for the sake of change but is fundamentally driven by our ambition for our County to be a place where we put people first, a place of opportunity where we can fulfil our potential and live productive, healthy and independent lives, a place for economic growth and regeneration whilst protecting our environment and a place where we can access the education, skills and employment that we seek.In delivering this strategy, during the 2020s then we will achieve:•\tA fundamentally better resident experience whenever and however they interact with us irrespective of what service they need;•\tA better understanding of our residents, their needs and future demand through a modern approach to data and insights that focuses on collaborative sharing of data with partners to continuously improve services and make better decisions;•\tSignificant contributions to achieving carbon neutrality by 2030 through the sustainability opportunities offered by new technology.To support these objectives Norfolk County Council wants to change the way that we use our application technology to improve the way our customers contact and engage with us (our customer journeys).  There are a number of key business applications that our new platform will need to work with.  These include but are not limited to the Liquid Logic suite that we use to manage social care, Synergy which we use to manage education services, and Oracle which is used to manage our financial processes.Our platform that currently supports this customer management function is primarily Microsoft Dynamics, Sitecore, some use of MS Virtual agents, and a a telephony service delivered through Updata CCaaS.We want to implement a solution that:1.\tRecognises and supports a wide range of customer contact points 2.\tintegrates with and provides customer single sign on experience 3.\tsupports customer record linking across our various line of business systems 4.\tutilises pre-built components.5.\tsupports innovation and the quick and agile development of applications.  6.\tsupports an efficient ‘modular’ development approach that enables components to be produced, re-used and simply reconfigured in response to shifting organisational priorities.  7.\tprovides a customer contact management solution.8.\tsupports taking payments from customers.  9.\twill support us in exploiting new and emerging technology (e.g. AI) 10.\tresults in a sustainable service, which enables us to support in house11.\tis robust, secure and compliant with relevant standards We recognise that our platform may / will be made up of more than one technology provided by more than one supplier.  We are open to suppliers working and pitching together but have a preference for managing the implementation and ongoing relationship through one lead supplier.Norfolk County Council would like to engage with the market before commencing a procurement to discuss its ambition and to seek views and advice.There will be a opportunity for 1-2-1 90 minute sessions via Microsoft Teams during w/c 13 and 20 September 2021. If you would like to meet with us, then please contact pete.henley@norfolk.gov.uk by 27 August providing email addresses for attendees and your availability during those weeks. We reserve the right to exclude organisations, who do not have the capacity or capability to provide the service."
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKH15"
          }
        ],
        "additionalClassifications": [
          {
            "id": "48000000",
            "scheme": "CPV",
            "description": "Software package and information systems"
          }
        ]
      }
    ],
    "title": "Customer Experience Platform",
    "status": "planned",
    "coveredBy": [
      "GPA"
    ],
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "description": "Norfolk County Council is seeking to procure a new customer experience platform, which will change the way we use our application technology to improve the way our customers contact and engage with us (i.e. improve the customer journey).",
    "communication": {
      "futureNoticeDate": "2022-01-07T00:00:00Z"
    },
    "classification": {
      "id": "48000000",
      "scheme": "CPV",
      "description": "Software package and information systems"
    },
    "mainProcurementCategory": "goods"
  },
  "parties": [
    {
      "id": "GB-FTS-7364",
      "name": "Norfolk County Council",
      "roles": [
        "buyer"
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      "address": {
        "region": "UKH15",
        "locality": "Norwich",
        "postalCode": "NR1 2DH",
        "countryName": "United Kingdom",
        "streetAddress": "County Hall, Martineau Lane"
      },
      "details": {
        "url": "https://www.norfolk.gov.uk/",
        "buyerProfile": "https://In-Tendhost.co.uk/norfolkcc",
        "classifications": [
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            "id": "REGIONAL_AUTHORITY",
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      "identifier": {
        "legalName": "Norfolk County Council"
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      "contactPoint": {
        "name": "Joan Murray",
        "email": "sourcingteam@norfolk.gov.uk"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}