Helpdesk Software
Details
- Supplier(s)
- DESKPRO LTD
- Value
- £294,000
- Duration
- 1 year
- Topic
- IT services: consulting, software development, Internet and support
- Published
- 31 January 2023
- Source
- uk:contracts_finder
Tender description
The provision of multi-channel helpdesk software for managing customer and citizen requests via email, forms, chat, social and voice. Features include: • Email ticketing. Manage conversations between users and staff (agents) • Knowledgebase & Manuals. Publish a full set of self-help articles. • Live Chat. Provide 1-1 chat sessions with users. • Voice. Talk to customers with no hardware needed. • News. Publish a blog like set of news content. • ITIL. IT service desk features (e.g. Incidents and Problems). • Mobile Applications. iOS and Android apps are provided free. • Reporting System. Full and detailed reporting system to analyse performance. • CRM. Manage users and organisations. • Social Media. Facebook, Twitter, Whatsapp, Instagram and Wechat
Timeline
- Completed: Award date15 January 2023
- Completed: Award published31 January 2023Current notice
- Completed: Contract expiry date15 January 2024
About the buyer
HM Revenue & Customs (HMRC) is the UK's tax, payments and customs authority, and buys as a non-ministerial government department through its own Commercial Directorate. Contract opportunities are advertised on the government's Find a Tender service. Suppliers register interest in live opportunities through the SAP Ariba eSourcing system. Core supplier details are recorded once on the Central Digital Platform. HMRC aims to trade with small and medium-sized businesses wherever feasible. Much of this procurement flows through Crown Commercial Service frameworks and dynamic markets. HMRC's own Purchase Order Terms and Conditions govern its lowest-value, lowest-complexity contracts.
Procurement spend from central entities makes up 66% of overall UK public spend.
Over the past 5 years, most of HMRC's contract awards have been in IT services, software and information systems and business services.
Relevant CPV codes
- 72000000 · IT services: consulting, software development, Internet and support
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov |
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