Customer Relationship & Online Engagement Tools

Tender description

The Senedd is looking to put a contract in place for the supply, installation, and ongoing support of a Customer Relationship Management (CRM) & Online Engagement Tool (OET). The contract will be for a 5 year period, with the option to extend for a further 2 years. Lot 1: The Senedd is looking to put a contract in place for the supply, installation, and ongoing support of a Customer Relation Management (CRM) & Online Engagement Tool (OET). We are seeking solutions that are cloud based, without any requirement to install software on individual machines. The CRM system will be used to improve the customer experience, improve the efficiency of reporting on Key Performance Indicators (KPIs), as a basis for meaningful engagement for future interactions and analysed to inform engagement strategies. We are looking to expand our use of online engagement tools and crowdsourcing by exploring solutions which make participation as accessible and engaging as possible to Welsh citizens. The solution must operate efficiently, to enable the Senedd to enhance the scope and scale of participation with internal and external stakeholders, thus improving the quality and quantity of citizen engagement. We are seeking solutions that are flexible enough to be utilised across the Commission through future phases.