Provision of the Customer Platform: CRM, Customer Account and Web Forms

Provision of the Customer Platform: CRM, Customer Account and Web Forms

The London Borough of Sutton and the Royal Borough of Kingston (the Councils) are seeking tender bids from suitably qualified organisations for the provision of a 'customer platform' which will comprise of a Customer Relationship Management system (CRM); customer account ('my account'); a web forms solution; and integration of these components with our back office systems - together these elements are known as the 'customer platform'.

The customer platform constitutes part of a wider digital platform and presents a unique opportunity which will lay the foundations of service transformation for both councils and partner organisations including Achieving for Children, Sutton Housing Partnership and several others.

A single platform across both councils and partner organisations will be based on an open architecture and leading cloud technology which will provide the flexibility and innovation needed to meet evolving service needs through emerging digital solutions and technology. The platform will enable future integration and interaction around online booking, payments, live chat, social listening, artificial intelligence, data management, Single Sign On, and several other capabilities.

The contract will initially be for a period of two years commencing on 15th January 2019 with the option to extend the contract for a further one year at the discretion of the Councils.

The Councils are tendering this contract through the London Tenders e-tendering portal, our method of advertising and managing contract opportunities. Prospective Tenderers are advised to register their interest by going to https://www.londontenders.org/procontract/supplier.nsf

It shall be a requirement for organisations to work with the Councils in delivering and measuring Social Value throughout the lifetime of this agreement. Social Value is the added benefit to the community following a commissioning/procurement process over and above the direct purchasing of goods, services and outcomes. The proposed approach to Social Value is to develop these as the contract is implemented.

The Councils currently contract with a diverse group of voluntary, statutory and private sector providers and encourages a range of organisations, regardless of size, to apply for this provision. We are committed to creating jobs and training opportunities through our supply chain.

Minimum requirements are applicable to this provision and represented as a pass/fail. Please be aware that should an organisation fail any fundamental requirements, the Authority shall not continue marking your tender bid.

The Councils shall not be bound to accept the lowest cost or any tender, and reserves the right to accept all or part of your tender. The award of contract shall be based on the most economically advantageous tender submitted.

Deadline for receipt of tender bids is Friday, 26th October 2018 at 12 noon.