Customer Experience Programme Suppliers' Event

Tender description

Chiltern District Council and South Bucks District Council are holding a Supplier Event to provide information about the work we are doing to improve customers' experience through transforming the way we deliver our services. We require new technology to support this transformation and would like to invite suppliers to attend to understand our high-level requirements prior to embarking on a procurement exercise. Please take into account, we are considering our methods for procurement with a view to potentially using the G Cloud Framework. The two Councils have worked closely together since 2011 and are managed by a Joint Chief Executive and shared senior management team. We now deliver all services jointly, which has successfully delivered significant financial savings. In 2016, the Councils agreed to move to our next phase of joint working entitled 'Stronger in Partnership'. This is comprised of a number of transformational projects, including the Customer Experience Programme, which will ensure that our service delivery focuses on meeting our customers' needs. This focus of this programme includes centralising contact into Customer Services, investing in technology and process re-design to ensure that we answer as many queries as possible at the first point of contact. Our ambition is to significantly improve our digital offering, ensuring our customers can access and report issues at their convenience via a Customer Account, accessible from any device. This will include mapping, document upload and payments. Data rich Customer Services will enable the Councils to analyse our customers' needs and shape our services accordingly. The following technology components will be required as part of this Programme: • Customer Account • CRM Lite • Integration Engine • Web Forms We are holding a suppliers session, the details of which are provided below. If you would like to attend the event, please contact Nicola Ellis, Head of Customer Services at nellis@chiltern.gov.uk to register your interest. Nicola is available on 01494 732231 if you have any questions. Date: 22nd February 2018 Time: 13:00 to 16:00 Location: South Bucks District Council, Capswood, Oxford Road, Denham, Uxbridge, UB9 4LH Contact: Nicola Ellis, Head of Customer Services (nellis@chiltern.gov.uk)