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    Contract Modification for Digital Services and Customer Relationship Management Platform

    Cork County Council

    Contract Modification for Digital Services and Customer Relationship Management Platform

    1. Contract signed

      May 15, 12:00 AMMay 15, 2021 12:00 AM

    2. Result notice published

      Jun 19, 9:07 AMJune 19, 2026 9:07 AM

    Brief

    Ireland: Tenders/Cork County Council/Contract Modification for Digital Services and Customer Relationship Management Platform

    Awarded

    The competition has ended and a winner has been selected.

    Brief

    Programvareprodukter og lisenser

    Cork County Council has modified an existing contract with Granicus Firmstep Ltd for the provision of digital services and a customer relationship management platform. This 12-month extension, valued at 644,000 EUR, ensures continuity of services while preparing for a new procurement process. The services are crucial for the Council's digital program, which focuses on service transformation and innovation, and supports their people-centred Corporate Plan.

    Result

    Winner
    Granicus Firmstep Ltd
    Number of bids
    3
    Contract value
    €644,000

    About the bid

      Cork County Council have agreed a 12-month extension for the provision of digital services and customer relationship platform to ensure the continuity of services in preparation for the re-procurement of such platform. The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform. The customer services section which comprises of the main county Hall switch and contact centre is also in the Corporate Services directorate. There are a total of 6 contact centre agents, a supervisor and a contact centre manager. The Council’s out of hours emergency is also part of the customer services section, these calls are handled by an external company who input details onto the Council’s CRM. A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council. Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies. Cork County Council’s vision is “A Council who leads through inclusiveness, agility and ambition, empowering our communities through our people and services.” Digital has a key role to play in enabling and delivering this.Main features of the procedureContract modification under Article 72

      Contact phone
      0214285727
      Contact email
      conor.ahern@corkcoco.ie
      Address
      County Hall, Carrigrohane Road, Cork, T12 R2NC Cork

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    See the full notice

    Contracting authority
    Cork County Council
    Title
    Contract Modification for Digital Services and Customer Relationship Management Platform
    Type
    ResultPrequalification
    Main code
    48220000Internet and intranet software package
    Supplemental codes

    No supplemental codes from buyer…

    Location
    South-West
    Estimated value
    €644,000.00

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