IT services: consulting, software development, Internet and support

Tender description

Provision of technology supplies and/or services to support the Hull City Council Customer Enablement Programme. Lots are as follows: Lot 1 — Customer Relationship Management. Lot 2 — Digital Platform for Customer Self Service. Lot 3 — Integration — Enterprise Service Bus. Lot 4 — Appointment/Resource Booking System. Lot 5 — Data Warehouse. Lot 6 — Master Data Management. Lot 7 — Mobile Working. Lots 1-4 is a bundle comprising: – CRM (Customer Relationship Management software) — This is tool to handle customer contact, including mediated channels such as the call centre and face to face access points. – Customer Portal — this enables customers to self-serve online (note that this and the above element are supported by work-flow tools which help ensure each service request is completed efficiently end to end, from the front-line to back office systems). – Integration — This helps front of house contact handling systems talk to back office line of business systems to ensure the service request initiated is completed efficiently within the business and where appropriate the customer can be updated on progress. This can be used to handle other integrations across the Council and/or with partner organisations. – Bookings system — This allows customers and staff to book appointments, resources and rooms on-line. This is a set of tools to manage core data such as a person record or a property record to maintain quality and integrity across disparate sources.