Customer Service Desk.

Descriptions

Please note this is an award notice, not a contracting opportunity.The University of Central Lancashire is seeking expressions of interest for a contract for the supply and installation of Customer Service Desk system. Companies must have the proven experience, expertise and capability to support the installation of the system to meet the needs of the business. The University recently reviewed our Customer Service Desk needs and we wish to procure a system that will address the needs of the University in achieving its strategic objectives.The procurement process will be run in accordance with European legislation as applicable to a service under the provisions of the Public Sector Services Regulations. The contract will be for an initial period of two years from the "in-service" (live) date with the option to extend for up to two further twelve month periods.Respondents who wish to tender must complete and returned the pre-qualification questionnaire (PQQ) by the closing date of 13.11.2014. A maximum of five bidders will be invited to tender and will be required to fully demonstrate the functionality of the offered Customer Service Desk System.Bidders may express interest in tendering for the following:The University of Central Lancashire (UCLan) is a World Class modern teaching and research University with campuses in Preston, Burnley, Westlakes and Cyprus. The University is home to a diverse community of around 25 000 students, from the UK and overseas, and delivers over 165,000 classes per year.We offer a portfolio of around 500 undergraduate and 200 postgraduate courses based on a modular structure, allowing students flexibility and choice. The current academic year features around 7 000 modules, with over 87 000 individual student-module associations. Disciplines include Architecture, Business, Social Work, Art, Design and Performance, Dentistry, Education and Social Science, Forensics, Sports Science, Tourism, Journalism, Digital Media, Literature, Languages, Law, Health, Pharmacy, Psychology, Computing, Engineering and Physical Sciences.The University of Central Lancashire strives to provide excellent customer service to students, staff and stakeholders. UCLan currently has a Customer Support Team who provide IT support as well as manage course enquiries and the switchboard. Currently IT support is managed via a helpdesk platform developed internally on SharePoint. In addition UCLan has a student support service called The "i", which provides a one stop shop service for all student queries. The new Customer Service Desk will enable UCLan to effectively manage customer queries to both LIS Customer Support and The "i" via all contact methods. It is important that UCLan is both able to manage customer queries quickly and effectively as well as collect rich management information on the usage of the services for continual review and improvement.In terms of staffing it is estimated that usage will include 25 Customer Support Team staff, 25 staff from The "i" Team, 100 LIS staff, 250 staff across UCLan, plus 30,000 students who may potentially use the knowledge base or log their own calls.The new customer service desk will be required to;Enable effective management of IT support calls, student support calls and service requests.Provide high quality self-service functionality with integrated knowledge base.Integrate with or enable data to by imported from and pushed to relevant university systems including Mitel telephony system, User Reg / Forefront Identify Management, (Ellucian - Banner) and Achiever Educational Solutions.Link with relevant Social Media including Facebook and Twitter.Provide quick query log functionality for when a call is not required.Provide effective management information on all aspects of service provided through the system including reporting functionality as well as the ability to extract the raw data.The successful vendor will be required to:Demonstrate successful deployment at other UK based HEIsSupply, configure, deploy, test and handover software tools;Provide user training;Provide and support the implementation of software upgrades, service releases, patches etc. for a period of two years from the "in-service" (live) date with the option to extend for up to two further twelve month periods. Service to include any customised elements included in the solution;Provide technical and help desk support for the contract period. Service to include any customised elements included in the solution;Provide any technical expertise (programmers, analysts and technicians) that is required throughout the assignment.