Appointment and Booking System

Tender description

The Council is seeking a provider of an ICT System that can facilitate the process of making appointments and bookings for the services that it provides, in order to improve the customer experience that it offers and to generate efficiencies, leading to a faster and more effective service delivery. The Council provides a wide range of services through a number of internal departments, many of which utilise different systems and processes to facilitate appointments and bookings. The ICT System sought is therefore expected to standardise processes across the organisation, replacing a number of existing solutions where possible, whilst also adding new capability to service areas where systems and processes do not already exist. The Council operates a ‘digital first’ policy, with its customers encouraged to request services online through a suite of e-forms that are developed in-house. It is expected that the ICT System provided will add capability to these e-forms to enable customers to make appointments or bookings, without manual intervention by Council staff. However, the Council does also accept requests for service through its contact centre, direct to staff within the ‘back office,’ and through ‘front line’ service delivery agents. The ICT System is therefore expected to enable Council staff to manually make appointments and bookings on behalf of customers in response to requests through these mediated channels. The ICT System should be flexible / configurable by the Council in such a way that it can meet the requirements outlined within this document. Keywords: IT Software