LCCITS140020 Cross Council Web Chat System

The Council is seeking an organisation to provide web-chat functionality initially on its public website, but with the possibility to roll out to other areas, for example intranet, service desk and other services. The project will deliver: A secure software solution that can be used to chat with our customers online and assist them in finding the information on our web site, enabling them to self-serve in the future reducing the volume of phone and email contact to the council and thereby reducing costs to the council. An easy to use software that is accessible to administrators 24/7. The capability to securely store web chat transcripts both on internal and external storage systems. Secure web chat platform that will ensure data protection regulations are complied with. Secure web chat platform which meets UK Public Sector Security Standards across all aspects. The facility to offer end of chat customer surveys and the ability to analyse results. A robust data management system that will generate comprehensive management reports regarding web chat statistics. This will include the ability to extract key data and monitor trends for forecasting. *************************** Please study the documentation carefully, any queries about the documentation or the procurement process must be submitted via the discussions functionality within Yortender (www.yortender.gov.uk) no later than (7) days before the date for submitting the completed form.***************************