# SS16052 - Customer Feedback System

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [Kent County Council](/buyers/kent-county-council/contract-awards)
- Contract winner: iCasework
- Award value: £286,250
- Tender value: £286,250
- Award date: 22 December 2016
- Published: 5 June 2017
- Contract start: 1 April 2017
- Contract end: 31 March 2020
- Stage: awarded
- Procurement category: goods
- Notice ID: 09121ccc-d2b1-496c-a2ce-a75c938bd8fb-152048
- OCID: ocds-b5fd17-3f5dfb78-ad64-4954-b1ca-066ddd154ba3

## Description

Kent County Council \(KCC\) is re-issuing this notice, after discussing with the market,\(ref PIN 2016/S 060-100974\) and re-addressing the financial modelling, relating to the the introduction of a Centralised Customer Feedback system, for use by staff to log feedback from our customers\. The objective of this notice is to deliver a suitable solution that will interact with some legacy Customer Feedback Systems\. KCC operates a number of Customer Management systems, but this system will be required to interrogate information generated by these internal systems, as well as collecting information directly from customers via a Web based front end and through staff in the Call Centre\. The reporting needs to be as a standard system output, but also flexible enough to generate reporting as needed to satisfy a bespoke need\. The system will provide a corporate solution via a single point of logging and tracking feedback and requests for information received from the public\. This includes; • Complaints, Compliments and Comments • Local Ombudsman Complaints \(LGO\) • Freedom of Information Requests • Environmental Information Regulations • Subject Access Requests/Data Protection Act The solution will allow the logging of feedback relating to Services, Staff or Policy which will take the form of Compliments, Comments or Complaints, Requests for Information and LGO complaints\. The solution will provide an end to end process that will incorporate receipt through to final response/outcome\. The solution provided will supply the reports to enable KCC to measure performance, identify trends and allow KCC to learn across all Directorates, what the customer is telling us\. The Tender will close on the 14th November 2016 @ 10\.00 am\. References will be required and Tenderers should ensure that the Referee have been contacted, prior to them being sent a 'Request for Information'\. failure to have the information returned in the specified timescale may cause disqualification from the process\. All documentation , that is requested must be returned with the ITT response\. No clarifications will be allowed after 31st October 2016\. The KBP can by located at: https://www\.kentbusinessportal\.org\. uk Any enquires after registration on the Kent Business Portal should be via the 'Discussions' facility\. A Suppliers guide is attached to the Qualification Questionnaire, to assist in registering on the KBP\.

## Related contract awards

- [SESLIP DPS - ICB data dashboards](/contracts/ocds-b5fd17-b50fff1c-27fc-4071-ac3a-cc29d330a855): KENT COUNTY COUNCIL
- [SESLIP DPS - Targeted Support run-off](/contracts/ocds-b5fd17-bcd05e66-ab1f-4537-899b-0d52c65f4260): KENT COUNTY COUNCIL
- [SESLIP DPS - Project Support](/contracts/ocds-b5fd17-270a9f03-310b-4ea0-b581-49b95d429eb2): KENT COUNTY COUNCIL
- [Award of Contract - Case Management Solution](/contracts/ocds-b5fd17-bb9f8b10-ecd9-449e-8ad5-f8e028d6a407): capitalEsourcing
- [National Referral Mechanism \(NRM\) Digitisation Project](/contracts/ocds-b5fd17-f9ee80ea-90ed-41f1-807c-42a760babafb): Home Office
- [HO Firearms Licensing Case Management Service and Support](/contracts/ocds-b5fd17-d209b399-0076-47b3-a6b5-b9dfd3c42ded): Home Office

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/09121ccc-d2b1-496c-a2ce-a75c938bd8fb-152048)