# Invitation to Tender for the provision of a Complaints and Information Request Handling System

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

## Key facts

- Public buyer: [Herefordshire Council](/buyers/herefordshire-council/contract-awards)
- Contract winner: [Fivium Limited](/contract-winners/fivium/public-sector-contract-awards)
- Award value: £52,050
- Tender value: £75,000
- Award date: 25 March 2021
- Published: 25 March 2021
- Contract start: 1 April 2021
- Contract end: 31 March 2024
- Stage: awarded
- Procurement category: services
- Notice ID: dd9ab945-ba9a-42a9-b50c-222518b365be-423725
- OCID: ocds-b5fd17-60754dc6-6244-46a2-a259-0125d68abc57

## Description

The council currently has in place two of the elements for the management of complaints, information requests and data incidents\. The skilled central information access team have an established network across other teams to provide responses and gather records\. There is a policy and there are detailed processes which are fully documented for most areas\. The necessary detail of these processes does mean however that staff in the central team have a lot of information to retain\. With the final element in place, the technology to transfer written processes into a system providing the structure for staff to work within, many of the issues of compliance, tracking and a single view of the customer become substantially less risky from human error or from the effort required to achieve them\. Equally, capacity is freed up from having to carry out time-consuming manual tasks that can be automated\. The council is therefore looking to procure a system to assist with this element, and to help it meet high standards of compliance with complaints and requests deadlines\.

## Related contract awards

- [Contract for Mobile Services](/contracts/ocds-b5fd17-e7764ef1-f374-4071-bf1e-ca33aae31e48): Herefordshire Council
- [Revenue & Benefits System Modules](/contracts/ocds-b5fd17-19ba7e0b-5237-4097-80a2-d8fde0139fe6): Herefordshire Council
- [Provision of a Digital Payment Platform for the Herefordshire Council Crisis and Resilience Fund](/contracts/ocds-b5fd17-7b74b034-a957-41c9-9bd1-fa227b0bacd2): Herefordshire Council
- [Provision and Support of a Correspondence Case Management System](/contracts/ocds-b5fd17-c59bb221-9234-4e3d-bdd3-828be4979cb9): HM TREASURY
- [eCase - Case Management System](/contracts/ocds-b5fd17-c3876f19-435e-4912-8a7b-62fd905fa609): The British Broadcasting Corporation \(BBC\)
- [Case Management System](/contracts/ocds-b5fd17-d0897287-ff5a-41f3-80b1-b4c88a908c3e): Herefordshire Council

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/dd9ab945-ba9a-42a9-b50c-222518b365be-423725)