Shaw Consulting is using Delta eSourcing to run this tender exercise
| Notice Summary |
|---|
| Title: | GB-Stafford: SARH Two Way SMS Procurement |
| Notice type: | Competitive Contract Notice |
| Authority: | Shaw Consulting |
| Nature of contract: | Not applicable |
| Procedure: | Not applicable |
| Short Description: | The provision of a Two-Way SMS solution. The High Level Business Requirements are detailed below: ♣To provide customers with a new and more convenient way of contacting SARH. ♣To provide SARH with a more convenient way of contacting Customers. ♣To potentially deliver efficiencies for call handling in all departments across the organisation. ♣To encourage more use of online services. ♣To further improve the SARH customer service / growth offer. ♣Enhance the reputation of SARH for innovation and help underpin future partnerships. Background on requirements for SMS / Expected Business Benefits ♣More communication choices for customers ♣Better Customer satisfaction ♣A more coherent view within SARH of customer satisfaction levels / views / concerns etc. ♣A reduction in the call volume to Customer Services (50% of calls currently concern repairs) ♣Increase in paperless transactions ♣Easy way to facilitate brief transactional customer satisfaction surveys ♣Automated workflow to streamline operations ♣Some operations will be more effective via SMS than phone or letter i.e. Early low level rent arrears progression by SMS / reminder of gas servicing on the day to reduce no shows. ♣Less intrusive form of communication for customers ♣Easier proactive communications – Early low level rent arrears reminders by text etc. ♣Bulk Texting by criteria - e.g. send a particular text to all over 1 week in arrears ♣Lower volume of calls, letters and emails due to 1st line filtering by the Customer Services Team and increased closure of calls. ♣Economies of scale by increasing the capacity of Customer Services without increasing staffing ♣Reduced Printing / Phone calls / Letters |
| Published: | 12/07/2016 17:17 |
View Full Notice
1. Title: GB-Stafford: SARH Two Way SMS Procurement
2. Awarding Authority:
Stafford & Rural Homes
The Rurals, 1 Parker Court, Staffordshire Technology Park, Beaconside, Stafford, ST18 0WP, United Kingdom
Tel. +441785 216685, Email: jon.drummond@shawc.co.uk
Contact: Jon Drummond or Andrew Beeston, Attn: Jon Drummond
3. Contract Type: Services
Sub Type: Computer and related services.
4. Description: Software package and information systems. The provision of a Two-Way SMS solution.
The High Level Business Requirements are detailed below:
♣To provide customers with a new and more convenient way of contacting SARH.
♣To provide SARH with a more convenient way of contacting Customers.
♣To potentially deliver efficiencies for call handling in all departments across the organisation.
♣To encourage more use of online services.
♣To further improve the SARH customer service / growth offer.
♣Enhance the reputation of SARH for innovation and help underpin future partnerships.
Background on requirements for SMS / Expected Business Benefits
♣More communication choices for customers
♣Better Customer satisfaction
♣A more coherent view within SARH of customer satisfaction levels / views / concerns etc.
♣A reduction in the call volume to Customer Services (50% of calls currently concern repairs)
♣Increase in paperless transactions
♣Easy way to facilitate brief transactional customer satisfaction surveys
♣Automated workflow to streamline operations
♣Some operations will be more effective via SMS than phone or letter i.e. Early low level rent arrears progression by SMS / reminder of gas servicing on the day to reduce no shows.
♣Less intrusive form of communication for customers
♣Easier proactive communications – Early low level rent arrears reminders by text etc.
♣Bulk Texting by criteria - e.g. send a particular text to all over 1 week in arrears
♣Lower volume of calls, letters and emails due to 1st line filtering by the Customer Services Team and increased closure of calls.
♣Economies of scale by increasing the capacity of Customer Services without increasing staffing
♣Reduced Printing / Phone calls / Letters
5. CPV Codes:
48000000 - Software package and information systems.
6. NUTS Codes :
UKG24 - Staffordshire CC
7. Main Site or Location of Works, Main Place of Delivery or Main Place of Performance: Staffordshire CC,
8. Reference Attributed by the Awarding Authority: SARH Two Way SMS
9. Estimated Value of Requirement: Category J: 25K to 50K
Currency: GBP
10. Deadline for Expression of Interest: 22/08/2016 09:00:00
11. Address to which they must be sent:
Stafford & Rural Homes
The Rurals, 1 Parker Court, Staffordshire Technology Park, Beaconside, Stafford, ST18 0WP, United Kingdom
Tel. +441785 216685, Email: jon.drummond@shawc.co.uk
Contact: Jon Drummond or Andrew Beeston, Attn: Jon Drummond
12. Other Information:
Other Information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-GB-Stafford:-SARH-Two-Way-SMS-Procurement/H8D4TV2T3Z
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/H8D4TV2T3Z
TKR-2016712-PRO-8470550
Suitable for VCO: No
Procedure Type:OPEN
Period of Work Start date: 03/10/2016
Period of Work End date: 05/10/2020
Is this a Framework Agreement?: no