Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
South Norfolk Council
The Horizon Centre, Broadland Business Park, Peachman Way
Norwich
NR7 OWF
UK
Contact person: Corinne Lawrie
E-mail: procurement@eastsuffolk.gov.uk
NUTS: UKH17
Internet address(es)
Main address: https://www.southnorfolkandbroadland.gov.uk
Address of the buyer profile: https://in-tendhost.co.uk/eastsuffolk/aspx/Home
I.2) Joint procurement
The contract is awarded by a central purchasing body
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
General public services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
South Norfolk Council: Customer Relation Management Software Package
Reference number: 2547-PPT-R
II.1.2) Main CPV code
72212100
II.1.3) Type of contract
Services
II.1.4) Short description
South Norfolk Council and Broadland District Council are offering this opportunity to participate in a competitive procedure with negotiation for a cloud-based customer experience platform. Both councils’ delivery plans outline a strategic objective to provide services for residents, businesses and communities that are innovative, efficient and easy to use against a backdrop of reduced funding and tougher economical times. An improved customer offer enabled by digital technology can have a direct impact on our ability to reduce operating costs to serve our customers, absorb growing demand within existing resources and enable greater efficiencies from understanding the end-to-end customer journey whilst enabling customers to interact with us in modern and efficient ways that are convenient to them. East Suffolk Council's Procurement Team is providing procurement support but the Contracting Authority is South Norfolk Council.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
1 250 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
72212100
II.2.3) Place of performance
NUTS code:
UKH17
Main site or place of performance:
II.2.4) Description of the procurement
The Councils recognise that customer expectations and demands for seamless, efficient services are increasing, but due to the vast array of services offered by local authorities, this has led to disjointed, siloed customer entry points, reduced ability to extract customer insight, inefficient workflow practices, time delays and multiple hand-offs. These elements combined impact the efficiency and cost of operation, as well as the customer experience and interoperability of our technological architecture. The Councils have set themselves an ambition to improve customer experience and have set out to achieve the following as part of this programme of work: Objectives• To create easy to access services for all • To increase first point of contact resolution and keep the customer informed throughout • To use data and insight to benefit the way we work and our customers • To improve internal workflows and case management The Councils are looking to procure a cloud based customer experience platform which would include a customer portal, forms, case management/workflow, integrations and a content management system. We recognise that our platform may / will be made up of more than one technology provided by more than one supplier. We are open to suppliers collaborating in a consortium but prefer to manage the implementation and ongoing relationship through one lead supplier. The Contracting Authority intends to conduct a Competitive procedure with negotiation in accordance with Reg. 29 of the Public Contract Regulations 2015 (as amended) for the procurement of a customer experience platform.East Suffolk Council's Procurement Team is providing procurement support but the Contracting Authority is South Norfolk Council.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
II.2.14) Additional information
All communications and tenders must be managed through the In-tend e-sourcing Suite. Any communication outside of the In-tend system, without express permission of the Council (or the East Suffolk Procurement Team acting on its behalf), will be immediately rejected.
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Competitive procedure with negotiation
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2024/S 000-035490
Section V: Award of contract
Contract No: 2547-PPT-R
Title: Customer Experience Platform
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
11/09/2025
V.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 4
Number of tenders received from tenderers from EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Goss Interactive Ltd
03553908
24 Darklake View
Plymouth
PL6 7TL
UK
NUTS: UKK41
Internet address(es)
URL: www.gossinteractive.com
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 796 855.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Royal Courts of Justice
London
WC2A 2LL
UK
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
VI.5) Date of dispatch of this notice
30/09/2025