Section one: Contracting authority
one.1) Name and addresses
Tamworth Borough Council
Marmion House, Lichfield Street
Tamworth
Country
United Kingdom
NUTS code
UKG2 - Shropshire and Staffordshire
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://in-tendhost.co.uk/tamworthbc
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
24/015 Customer Contact Solution
Reference number
24/015
two.1.2) Main CPV code
- 48000000 - Software package and information systems
two.1.3) Type of contract
Supplies
two.1.4) Short 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.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKG2 - Shropshire and Staffordshire
two.2.4) Description of the procurement
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.
two.2.5) Award criteria
Quality criterion - Name: Quality & Social Value / Weighting: 75%
Price - Weighting: 25%
two.2.6) Estimated value
Value excluding VAT: £700,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start date
3 March 2025
End date
2 March 2028
This contract is subject to renewal
Yes
Description of renewals
There is the option to extend for a further one plus one year
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
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
24 January 2025
Local time
2:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Tender must be valid until: 24 April 2025
four.2.7) Conditions for opening of tenders
Date
24 January 2025
Local time
2:00pm
Place
Tenders will be opened using the Opening Ceremony procedure electronically via the e-tendering portal In=tend by two council employees.
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
six.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.4) Procedures for review
six.4.1) Review body
Local Government Ombudsman
London
Country
United Kingdom