Case Management Solution Pre-Market Engagement_23

Contract Number: DN702269
Contract Name: Case Management Solution Pre-Market Engagement_23

Liverpool City Council’s Customer Experience Service deals with a wide range of enquiries via telephone, email, chat and WhatsApp. The council’s network of One Stop Shops also provides facilities for service users to speak face to face with Customer Experience staff to discuss council related matters. This effectively forms a ‘front door’ to the council for members of the public to raise and gain assistance with issues related to neighbourhoods, highways, education, revenues, benefits, and a host of other council managed services.

The Council is looking to implement a case management system which will provide a single space to record customer interactions; customers include residents, businesses and councillors. Customer interactions that will be recorded include, but are not limited to, issues, requests, or complaints. This system will integrate with existing line of business applications, pushing data into and extracting data from these systems to allow back-office teams to fulfil requests whilst also allowing Customer Experience to view up to date and accurate information relating to enquires.

The Council is seeking feedback from potential suppliers via a pre-market engagement process. This will initially take the form of a questionnaire to be completed by suppliers which is available via the ProContract portal.

Further information and the questionnaire can be obtained from: https://procontract.due-north.com from 16:00 on 5 December 2023.

The deadline for completing the questionnaire is Noon on 18 December 2023.

Your company will need to register on Procontract (Due North) to be able to receive the opportunity. The documents will only be available on Procontract (available via the Due North site).

Once you have registered you will need to go to the “my opportunities” section on the home page of Procontract and follow the instructions as a supplier to enable you to return your submission.

To register your organisation on Procontract click on the following link https://procontract.due-north.com/register, go to suppliers’ area and click on “register free”.