Corporate case management and complaints system
Details
- Supplier(s)
- ROL Solutions Ltd
- Value
- £164,250
- Duration
- 2 years
- Topic
- Database and operating software package
- Published
- 30 August 2024
- Source
- uk:contracts_finder
Tender description
There is partial use of the CRM system and extensive off-system and parallel-system working. In order to deliver an effective, efficient complaints process, where risk is managed and appropriate business intelligence is available, the technology systems used to manage complaints needed definition over the long-term. It was advised that this is laid out through a series of technology architecture states, which deliver an incremental and pragmatic approach which aligns with ongoing Resident Experience work.
Timeline
- Completed: Award date4 August 2023
- Completed: Award published30 August 2024Current notice
- Completed: Contract expiry date3 August 2025
About the buyer
London Borough of Islington is an inner London local authority with its own Strategic Procurement Team. Tendered opportunities are managed through the London Tenders Portal, the council's free e-tendering system. Suppliers must also register on the Find a Tender Service, mandatory since February 2025 under the Procurement Act 2023. Contracts Finder lists further opportunities alongside the council's own channels. A Progressive Procurement Strategy weighs social value at a minimum of 20% in every bid evaluation. The procurement team also runs workshops to help small and voluntary sector suppliers strengthen their bids.
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 London Borough of Islington's contract awards have been in repair and maintenance, construction work and architectural and engineering services.
Relevant CPV codes
- 48600000 · Database and operating software package
- 48900000 · Miscellaneous software package and computer systems
- 71700000 · Monitoring and control services
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@london-borough-of-islington.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@london-borough-of-islington.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@london-borough-of-islington.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@london-borough-of-islington.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@london-borough-of-islington.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@london-borough-of-islington.gov |
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