Kent County Council · Awarded contract
Awarded

Supply of Centralised Customer Feedback System to Kent County Council

Awarded 31 Mar 2017

View live tenders
Awarded31 Mar 2017
Value£286,250.00
SupplieriCasework
AgencyKent County Council
RegionSouth East
CategoryIT & Software
Ended 6y 7mo ago3y term
Awarded 31 Mar 2017Expired 30 Mar 2020

About

Kent County Council awarded a contract to iCasework for the provision of a centralised customer feedback system.

The system enables staff to log and track feedback from the public, including complaints, compliments, comments, Local Ombudsman complaints, Freedom of Information requests, Environmental Information Regulations requests, and Subject Access Requests under the Data Protection Act.

It integrates with legacy customer management systems and collects information via a web-based front end and call centre staff.

The solution provides end-to-end processing from receipt to final response and generates standard and bespoke reports to measure performance, identify trends, and support organisational learning across all directorates.

The contract value is AUD 286,250.

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