Software implementation services

Tender description

As part of the Customer Access Programme, Cornwall Council are seeking innovative ways to deliver customer contact and customer self service. Currently our contact centre receives over 850 000 calls a year for a number of services that are offered from our customer services centre. We are seeking solutions that can reduce manual handling of those calls but also ensure a good level of customer satisfaction. After the implementation of automated telephony in our Council Tax and Benefits services, we are now seeking to explore through market ways to build on this work. Our customer access programme aims to save 2 000 000 GBP in the next 3 years and telephony is 1 area where there is opportunity to make significant reductions in demand to our contact centre and back office. As such we have defined 4 areas we wish to explore as set out below: Bidders are invite to access full information via: https://www.contractsfinder.service.gov.uk/Notice/1da7abae-ea72-4998-aec2-2c65608556c2 Details of the procurement will depend upon the outcome of this market testing.