CCP002 - Provision of Corporate ICT Solutions for a Digital Transformation / Channel Shift Programme

Tender description

The Council is looking for one or more digital partners to help replace its current platforms with modern technology and to assist in upskilling its in-house Business and ICT teams to ensure a swift transition to modern, resident-centric services. To meet these targets, and as part of its vision for the future, the Council wants to introduce a modern digital experience for Derbyshire residents which encourages them to transact online and reduces the number of telephone and email queries by directing residents towards interacting with the Council through a single sign-in portal. Central to this vision is the procurement and implementation of three new corporate systems which will be will be implemented through a "Digital Transformation" / "Channel Shift" Programme. The Council is therefore seeking providers for three lots: Lot 1 - Customer Relationship Management (CRM) system which can support and manage end-to-end interactions with the Council; Lot 2 - Complaints, Compliments and Comments system which can provide a "single source of truth" for complaints; Lot 3 - Corporate Room and Events Booking system which can be used for booking Council-organised activities and facilities including property assets which currently have low occupancy rates, and introduces a payment at source function (where required) to integrate with the Council's payment system. The Council is also offering providers the opportunity to submit (optional) variant bids based on a single combined Lot for all three systems. Contracts will be based on an initial 4 year period, with options to extend up to maximum of 6 additional years.