Section one: Contracting authority
one.1) Name and addresses
Eastlight Community Homes
Greenfields House, Charter Way
Braintree
CM77 8FG
Contact
Mrs Angela Corsan
procurement@eastlighthomes.co.uk
Telephone
+44 3301280330
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
http://www.eastlighthomes.co.uk
Buyer's address
https://procontract.due-north.com/
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://procontract.due-north.com/
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://procontract.due-north.com/
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Digital Customer Experience -Tender ref EAST0756
Reference number
DN733258
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
Eastlight is interested in implementing an end-to-end digital customer journey solution. The aim is to streamline and enhance our customer interactions through seamless digital. Some of the reasons our customers may reach out to us are as follows:
• Finding a home (applications and lettings).
• Repairs reporting, diagnostics and appointments including compliance visits such as gas.
• Estates management, including proactive communications at block or scheme level.
• Contact and case management e.g. complaints, ASB, Damp & Mould.
• Tenancy management e.g. tenancy breaches, tenancy reviews and succession.
• Payments, including rents, service charges and arrears management.
2. Project Objectives
• Implement a comprehensive digital customer journey that covers all touchpoints from initial inquiry to tenancy management and beyond.
• Improve customer satisfaction by providing intuitive and user-friendly digital interfaces.
• Enhance operational efficiency by automating processes and reducing manual intervention.
• Enable better data collection and analysis for improved decision-making and customer insights.
• Ensure compliance with industry standards and data protection regulations.
two.1.5) Estimated total value
Value excluding VAT: £162,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
Eastlight is interested in implementing an end-to-end digital customer journey solution. The aim is to streamline and enhance our customer interactions through seamless digital. Some of the reasons our customers may reach out to us are as follows:
• Finding a home (applications and lettings).
• Repairs reporting, diagnostics and appointments including compliance visits such as gas.
• Estates management, including proactive communications at block or scheme level.
• Contact and case management e.g. complaints, ASB, Damp & Mould.
• Tenancy management e.g. tenancy breaches, tenancy reviews and succession.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £162,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
60
This contract is subject to renewal
No
two.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Restricted procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
16 August 2024
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
Eastlight homes
Braintree
Country
United Kingdom