Sunderland City Council seeks online customer service developer
Sunderland City Council is looking to appoint a company to develop it online customer service requirements.
The council is looking to improve the accessibility, efficiency, effectiveness, responsiveness and quality of all of its services through the development of its online platform and is set to tender to find the required digital service provider.
The successful applicant will be tasked to improve online customer experience through embedding excellent customer services across the Council and with its partners. This will also include migrating initial customer contact to the Customer Service Network and expand the range of across channels for customers including self service.
Through re-engineering its services the Council also hopes to transform end-to-end customer experience and hopes to develop and use the insight garnered from customers to deliver services.
Over an initial five year period, the successful company will be tasked with the implementation of the service requirements, as well as maintenance and support supply, with a budget of £150,000.
It is expected that five companies will be invited to tender with the deadline for requests to participate set for 9 September through the council’s e-tender system.
Invitations to tender will be dispatched on 4 October.