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Provision of Cloud Based Enquiry Management Software Suite

Software package and information systems
West Midlands (UKG31)
Published value
Not published
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: THE UNIVERSITY OF BIRMINGHAM: "Provision of Cloud Based Enquiry Management Software Suite". Published status: complete. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
Contracting AuthorityTHE UNIVERSITY OF BIRMINGHAMScope & CategoriesNot publishedSubmission Window
complete
No deadline published
Submission GatewayDirect notice routeLegal Basis & RegimeStandard procurementEstimated Value (exc. VAT)Not published
Bidder Intelligence · Authority Profile: THE UNIVERSITY OF BIRMINGHAM
Market Analytics
View Authority Profile →
Derived from OCDS awards & bid statistics
Published history for THE UNIVERSITY OF BIRMINGHAM. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Requires at least 5 comparable procedures
Competition Density
Not availableNo published reports
Bid counts are not published for this buyer
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate available
Payment Terms
Check noticePublished terms
Payment obligations depend on the applicable regime and contract. Consult the official documents.
Coverage: 6 active published awards; 0 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthorityTHE UNIVERSITY OF BIRMINGHAM
Procedure methodNot published
Procurement categoryNot published
Statuscomplete
Framework / DPSNot published
CompetitionNot published
Above thresholdNot published
Legal basisNot published
Tender period startsNot published
Clarification deadlineNot published
Electronic submissionNot published
Submission languagesNot published
Published17 Jan 2025, 11:13 GMT
Last source update17 Jan 2025, 11:13 GMT
Recurring procurementNot published
ClassificationSoftware package and information systems
Delivery area
West Midlands (UKG31)
OCIDocds-h6vhtk-04d414
What is being bought
The University of Birmingham uses Verint Express, a cloud-based enquiry management software suite supplied by Harbers Solutions Ltd to support customer relationship management (CRM) and case note functionality widely across student-facing and administrative teams within Academic Services and beyond. The product is fully integrated with our Student Records System (Ellucian Banner), to synchronise student data and with Core Systems to manage staff access. Given that one of the aims of our digital strategy is to consolidate the number of CRMs across the organisation a wider set of institutional needs for the future have been identified around providing CRM functionality to areas which do not currently have it available, including student wellbeing case management, and moving areas already using CRMs onto a centralised system, including student communications (as their current technology will be gone in the next 1-3 years). Verint has been identified as another CRM which can be rolled into this process of consolidation and replaced by a centralised platform. An initial implementation roadmap has been developed by ITS and their preliminary prioritisation has determined that the transition of services from Verint Express is less urgent than a number of other areas. As a result, we anticipate that 2025-28 will be required to migrate those higher priority areas to the centralised CRM solution, with 2028-29 identified for mobilisation of Verint services to the new platform. It would not be cost effective to go through a tender and procurement process of this scale for what is expected to be a short-term solution. Therefore, we are looking to extend the current contract with Harbers Solutions Ltd for a period of up to four years (current contract expires July 2025).
What changed
From the official release history
  1. Status changed to complete
    17 Jan 2025, 11:13 GMT
  2. Official notice release published
    17 Jan 2025, 11:13 GMT
  3. Buyer information updated
    17 Jan 2025, 11:13 GMT
Lots and requirements (1)
Published by the contracting authority
  • Lot 1 · #1
    Individual lot title not published
    Status not published
    Published valueNot published
    The University of Birmingham uses Verint Express, a cloud-based enquiry management software suite supplied by Harbers Solutions Ltd to support customer relationship management (CRM) and case note functionality widely across student-facing and administrative teams within Academic Services and beyond. The product is fully integrated with our Student Records System (Ellucian Banner), to synchronise student data and with Core Systems to manage staff access. There are currently around 350 active users across a total of 24 teams based in the Aston Webb Student Hub as well as the Wellbeing and Student Experience teams in the College of Social Sciences, Student Services and Wellbeing teams in Dubai, Birmingham Global in External Relations, and during the Welcome period the Online Registration helpline in IT Services.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
Timeline
  1. Procedure published
    17 Jan 2025, 11:13 GMT
  2. Award active
    Not published · Not published
  3. Contract active
    Signed 17 Jan 2025, 00:00 GMT · £352,160
Commercial outcome and competition
Awards
Harbers Solutions BV
Not published · Not published · active
Contracts
Contract
£352,160 · signed 17 Jan 2025, 00:00 GMT · active
Bid statisticsNo aggregate bid statistics published
Buyer and organisations in this procedure

THE UNIVERSITY OF BIRMINGHAM

Contracting authority GB-COH-RC00645
View buyer profile

  • THE UNIVERSITY OF BIRMINGHAM
    buyer

    GB-COH: RC00645
    Edgbaston, BIRMINGHAM, UKG31, B152TT
    N.J.Handley@bham.ac.uk
    +44 1214151109

  • Harbers Solutions BV
    supplier

    89164660
    Lichtenvoorde, NL

  • University of Birmingham
    reviewBody

    Edgbaston, Birmingham, B15 2TT
Documents (0)
Official links; attachments are not copied
No data
No linked documents are published
Related procedures (0)
No data
No related procedures published
Planning and rationale
Planning budgetNot published
No-engagement rationaleNot published
Procedure rationaleThe University of Birmingham uses Verint Express, a cloud-based enquiry management software suite supplied by Harbers Solutions Ltd to support customer relationship management (CRM) and case note functionality widely across student-facing and administrative teams within Academic Services and beyond. The product is fully integrated with our Student Records System (Ellucian Banner), to synchronise student data and with Core Systems to manage staff access. Given that one of the aims of our digital strategy is to consolidate the number of CRMs across the organisation a wider set of institutional needs for the future have been identified around providing CRM functionality to areas which do not currently have it available, including student wellbeing case management, and moving areas already using CRMs onto a centralised system, including student communications (as their current technology will be gone in the next 1-3 years). Verint has been identified as another CRM which can be rolled into this process of consolidation and replaced by a centralised platform. An initial implementation roadmap has been developed by ITS and their preliminary prioritisation has determined that the transition of services from Verint Express is less urgent than a number of other areas. As a result, we anticipate that 2025-28 will be required to migrate those higher priority areas to the centralised CRM solution, with 2028-29 identified for mobilisation of Verint services to the new platform. It would not be cost effective to go through a tender and procurement process of this scale for what is expected to be a short-term solution. Therefore, we are looking to extend the current contract with Harbers Solutions Ltd for a period of up to four years (current contract expires July 2025).