Supply Design Build and maintenance of a Customer Services e-Platform

Tender description

Midlothian is undergoing a massive population growth and, at the same time, resources within Midlothian Council are reducing. Midlothian Council cannot continue to support services in the same fashion as it does now - a radical change is required. Services must be redesigned and customer self-service and automation must play their part to deliver a first class experience for customers and produce gains in efficiency for Midlothian Council. Midlothian Council will work in partnership with a Strategic Partner, using an outcomes-based approach to implement a modern-day Customer Service Platform composed of all essential components linked together accordingly to create a sustainable foundation for customer self-service. Whilst it is recognised that the Strategic Partner may not necessarily be able to provide all components, all functionality required will be provided through the Strategic Partner’s own well developed partner ecosystem.