Information technology services

Tender description

East Renfrewshire Council (ERC) has ambitious plans to transform its digital customer experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses: — website design, — website content management system, — customer relationship management/customer experience management system. East Renfrewshire Council are looking to establish a sole supplier Framework Agreement. The initial call off via the framework agreement will establish a contract for the following: Supply, build, implementation, testing, training and support and maintenance of an end to end customer experience management system that replaces functionality of the current: — Website Content Management (CMS) for multiple sites, — Customer Relationship Management (CRM). Further potential call-off options shall include: — website redesign for ERC main Site (currently: www.eastrenfrewshire.gov.uk), — website redesign and amalgamation of three East Renfrewshire Culture and Leisure Trust sites (currently: http://www.ercultureandleisure.org/ http://eastwoodparktheatre.co.uk/ http://www.portaltothepast.co.uk/) or migration of three sites as-is onto the new solution, — queue management, — live chat/chatbot, — utilising the solution for internal use (Intranet). All possibilities of how to best achieve a seamless digital customer experience are being considered, including integrated best of breed systems, a single solution or alternative methods.