Source: https://tendernation.io/opportunities/01a13bf0-d713-71b7-9c6c-44e5806106b4/ss15-112-customer-feedback-system closed GB open procedure Suitable for SMEs # SS15-112 Customer Feedback System [Kent County Council](https://tendernation.io/buyers/kent-county-council) Estimated value £200,000 to £300,000 Published 16 Sept 2016 Deadline Closed 17 Oct 2016 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Buyer says suitable for VCSEs The buyer ticked “suitable for voluntary, community and social enterprises” on the notice. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender Kent County Council (KCC) is issuing this notice, after discussing with the market,(ref PIN 2016/S 060-100974) 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 17th October 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 3rd October 2016. The KBP can by located at: [kentbusinessportal.org](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. Additional information: Instructions to Suppliers: All communications should be submitted via the Kent business Portal (KBP)http//[kentbusinessportal.org.uk](https://www.kentbusinessportal.org.uk) . All tendering information is to be submitted via the KBP. Any information received not via the KBP will not be evaluated and will be disqualified. Read full description ## CPV classification Software package and information systems Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/31c385e2-adca-11e6-9901-0019b9f3037b) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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