Customer Relation Management software package

Tender description

Sefton Council is seeking to procure a Customer Relationship management system to replace its current system. The proposed period of contract is 1.11.2019 to 31.10.2024 plus 2 x 1 year optional periods. Within this contract notice the Council has indicated that it will consider “Variants”. The Council will clarify what is meant by this. The Council is not wanting to vary its requirements specification and so all tenders received, from shortlisted tenderers later in the process, will need to be able to meet the Council's requirements specification. The Council is however, acknowledging that the proposed form of contract is subject to negotiation, and the ITT stage documentation will narrate to shortlisted tenderers how the Council will approach scoring of proposed derogations. As part of the Council’s Framework for change programme, the Council is seeking to create significant improvements in its digital presence in order to drive transformational change in the way that it engages with communities, local businesses, visitors, potential investors and employees. This forms part of the redesign of the current technology landscape so that key strategic outcomes are achieved. The Council’s approach is to enable web based transactions that interface with the Council’s back office systems without a need for any staff intervention. In this way, the Council can make services available at any time, improve the customer experience and provide customers with regular updates through automated notifications. The Council sees channel shift as a key contributor to achieving more efficient and cost-effective services. The improved digital platform that the Council adopts must promote rapid and sustainable channel shift through self-service. The Council is publishing a version of the requirements specification at selection stage in order that potential bidders can assure themselves that the requirements can be met before participating in the exercise.