Customer Contact Software and Implementation
Prior information notice
Services
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
London Borough of Merton
Civic Centre, London Rd
For the attention of: Ben Cook
SM4 5DX Morden
UNITED KINGDOM
Telephone: +44 7808776954
E-mail:
Further information can be obtained from: The above mentioned contact point(s)
I.2)Type of the contracting authority
Regional or local authority
I.3)Main activity
General public services
I.4)Contract award on behalf of other contracting authorities
The contracting authority is purchasing on behalf of other contracting authorities: no
Section II.B: Object of the contract (Supplies or services)
II.1)Title attributed to the contract by the contracting authority:
Customer Contact Software and Implementation
II.2)Type of contract and place of delivery or of performance
Service category No 7: Computer and related services
LB Merton.
LB Merton.
NUTS code UKI22
II.3)Information on framework agreement
II.4)Short description of nature and quantity or value of supplies or services:
The London Borough of Merton is seeking the supply of a system(s) to facilitate the implementation of the Council's Customer Contact Strategy.
The strategy brings together those service users who want swifter resolution of their queries and the ability to deal with straightforward transactions themselves (through a self-service function) and the council's desire to provide services more holistically but also more cheaply. It sets out the principles and vision that will shape the consequent transformation of our contact with customers over the coming months and years and the outcomes we will aim to achieve for customers:
- Fair access to services;
- Choice of routes into the council wherever possible;
- Service design and delivery influenced by customer experience;
- We get it right first time and on time.
To deliver this vision the Council intends to procure a system(s) that will provide:
- Integration of systems to deliver a personalised view of customer data;
- Improved access to information for both staff and citizens;
- Transactional website/portal;
- Document management.
The Council is holding a market engagement day on the 6.6.2013 with a view to understanding the current market provision and shaping a procurement exercise going forward.
Organisations interested in attending the market engagement day must contract to express an interest.
The strategy brings together those service users who want swifter resolution of their queries and the ability to deal with straightforward transactions themselves (through a self-service function) and the council's desire to provide services more holistically but also more cheaply. It sets out the principles and vision that will shape the consequent transformation of our contact with customers over the coming months and years and the outcomes we will aim to achieve for customers:
- Fair access to services;
- Choice of routes into the council wherever possible;
- Service design and delivery influenced by customer experience;
- We get it right first time and on time.
To deliver this vision the Council intends to procure a system(s) that will provide:
- Integration of systems to deliver a personalised view of customer data;
- Improved access to information for both staff and citizens;
- Transactional website/portal;
- Document management.
The Council is holding a market engagement day on the 6.6.2013 with a view to understanding the current market provision and shaping a procurement exercise going forward.
Organisations interested in attending the market engagement day must contract to express an interest.
Lots
This contract is divided into lots: noII.5)Common procurement vocabulary (CPV)
72260000, 48610000, 48810000, 48900000, 48920000, 72200000, 72222300, 72224100, 72230000, 72250000, 72320000, 72330000, 72420000, 72600000
II.6)Scheduled date for start of award procedures
II.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
II.8)Additional information:
Organisations interested in attending the market engagement day must contract to express an interest.
Section III: Legal, economic, financial and technical information
III.1)Conditions relating to the contract
III.1.1)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.2)Conditions for participation
III.2.1)Information about reserved contracts
Section VI: Complementary information
VI.1)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:
VI.3)Information on general regulatory framework
VI.4)Date of dispatch of this notice:
10.5.2013