Customer Experience Measurement Tool for Service Management
Details
- Supplier(s)
- Happy Signals
- Value
- £121,200
- Duration
- 2 years
- Topic
- Software package and information systems
- Published
- 5 June 2023
- Source
- uk:contracts_finder
Tender description
This is a directly awarded contract for customer experience measurement. Happy Signals provides IT&D with a way to gather customer sentiment (feedback) with regards to the service that we provide. It helps IT measure our performance in real time to ensure we continue to add value to the councils we support. Through reporting on key metrics such as Happiness (net promotor) and estimated loss of productivity time we can baseline and compare ourselves against other IT departments that use the tool globally. The published value includes all optional extension periods.
Timeline
- Completed: Award date1 February 2023
- Completed: Award published5 June 2023Current notice
- Completed: Contract expiry date31 January 2025
About the buyer
East Sussex County Council buys as a local government organisation through Orbis Procurement, a shared service with Surrey County Council and Brighton & Hove City Council. Contracts above a set value are advertised on the Proactis Supplier Network, the council's main tenders site. Larger opportunities also appear on the government's Find a Tender service. Purchase orders and payments run through SAP, the council's purchase-to-pay system, with suppliers paid by BACS. Procurement sits in three categories, People, Place, and Corporate, IT and Governance, each with its own Procurement Partner. An Orbis Joint Committee oversees the partnership's shared procurement service.
UK local government drives £140bn in annual procurement, led by social protection (£66.6bn) and education (£57.1bn).
Over the past 5 years, most of East Sussex County Council's contract awards have been in transport services, construction work and transport equipment.
Relevant CPV codes
- 48000000 · Software package and information systems
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@east-sussex-county-council.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@east-sussex-county-council.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@east-sussex-county-council.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@east-sussex-county-council.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@east-sussex-county-council.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@east-sussex-county-council.gov |
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