Supply & Implementation of a Caerphilly CBC Corporate Digital Platform

Description

Caerphilly County Borough Council are seeking expressions of interest from suitably qualified organisations to work has a partner in Supplying and Implementing a new Corporate Digital Platform into the Authority. The Council has identified six (6) key areas of functionality that are an essential requirement for this procurement and the successful provider must be capable of providing all six (6) of these areas within their own platform. The Council will not consider any bids that cannot provide all six (6) of the key areas of functionality on their own platform and any bids received that fail to meet this requirement, will be considered non-compliant and excluded from the process. The six (6) key areas of functionality required are as follows: Website Content Management – The suppliers platform must be capable of managing the Council’s corporate website and be the touchpoint for customers accessing services online. The new platform will replace the use of the existing third party Content Management System currently in place in the Council. Electronic Forms – The suppliers platform must be capable of building online forms to capture service requests from customers. These forms will be accessible through the Council’s Corporate Website and the Customer Relationship/Contact Management interface supplied as part of the solution. The new platform will replace several existing third party and in-house solutions for building online forms. Workflow/Business Process Flow and Case Management - The suppliers platform must be capable of providing the Council with the ability to control the flow of service request information through its lifecycle. This will include delivery to back-office staff and systems. System Integration – The suppliers platform must be capable of providing the Council with the ability to feed information, in both directions, between the solution and other third-party/in-house systems and data sources. Customer Relationship/Contact Management – The suppliers platform must be capable of providing an interface for use by customer advisors when assisting customers contacting the Council with a service request or service request query. The new platform will replace the existing in-house solution. Mobile Worker – The suppliers platform must be capable of providing the Council with the ability for workers in the field to receive and action service requests via their mobile device.

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