Customer Experience Platform

To deliver its Customer Experience Strategy Norfolk County Council have approved a new Customer Experience Programme - 'One Customer, One Council'.

One of the key areas of work for that programme is to update the technology the Council uses at the 'front door' to manage interfaces with customers, and it is this which is the subject of this statement of requirements and procurement exercise.

The Council intends to procure a SaaS solution or solutions to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop.

The Council is seeking a commercial, off the shelf system and understands it will need to do some configuration

Additional information: Estimated value is £6,000,000 over the maximum life of the contract including implementation. This figures does not include VAT, inflation or any additional professional services costs

Is a Recurrent Procurement Type? : No