Project management software package

Tender description

The current customer support system contains a knowledge base to enable support staff to quickly identify known fixes. This can also be made available to customers on the online portal so that they can search for a solution to their issue before submitting a ticket. If customers need to submit a ticket then this can be done in 1 of 3 ways: 1) By telephone with support staff manually entering ticket details into the system; 2) By email with the email content being automatically converted into a ticket within the system; 3) Through adding request details within an online portal to create a ticket within the system. All tickets are given a prioritisation and added to a queue for the support staff to process. Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality. All resolved tickets then form part of the knowledge base. This is a services contract. The initial term is for 5 years with an option to extend for up to 24 months. We currently have a ticketing systems that support 3 different areas of business within the Council: (a) our Business Service Centre for internal and external customers; (b) our ICT service team providing application support; (c) our ICT providing support to schools. And this procurement covers all 3 areas. The team takes requests for support in different ways including over the phone. Going forward we want the teams to have the option to take requests by phone, e-mail or via a portal. Due to the potential sensitivity of the data, any solution must include Transport Layer Security (TLS) to enable any emails sent from GCC staff into the system to be encrypted in transit.