Social Media Management Framework (Великобритания (Англия, Шотландия, Уэльс) - Тендер #45059228)

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Prior information notice

This notice is for prior information only

Section I: Contracting authority

I.1) Name and addresses

Police Digital Service

08113293

20 Gresham Street,

LONDON

EC2V 7JE

UK

Contact person: Nia Harvey

Telephone: +44 123456789

E-mail: nia.harvey@pds.police.uk

NUTS: UKI

Internet address(es)

Main address: www.pds.police.uk

Address of the buyer profile: https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/94392

I.2) Joint procurement

The contract is awarded by a central purchasing body

I.3) Communication

Access to the procurement documents is restricted. Further information can be obtained at:

https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=71912&B=BLUELIGHT

Additional information can be obtained from the abovementioned address

I.4) Type of the contracting authority

Body governed by public law

I.5) Main activity

Public order and safety

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Social Media Management Framework

Reference number: PDSCN-235-2023

II.1.2) Main CPV code

72000000

II.1.3) Type of contract

Services

II.1.4) Short description

The contracting authority is seeking to procure a multi-supplier Framework Agreement on behalf of UK Policing and Emergency Services. The framework will be for the delivery of a mobile and desktop based social media management solution. This will enable police force operators to control all their social media channels in one place, in a safe secure and auditable way, to post engaging content with their audiences and manage all inbound contact directly through the solution.

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.2) Additional CPV code(s)

72000000

72200000

72230000

II.2.3) Place of performance

NUTS code:

UK

II.2.4) Description of the procurement

This PIN is to signal an intention to commence market engagement with interested suppliers who meet our security requirements and to share the scope of the forthcoming procurement.

The full scope of the services will be provided with the Procurement documents subject to signature of an NDA.

UK Policing recognises that the public expect to be able to engage with us on the digital channels that most suit their needs. We want to provide a more consistent and professional response to the public on social media, managing contact as seamlessly and as professionally as a telephone call to 101.

There are a number of key social media user groups within police and wider emergency services, these are corporate communications teams, neighbourhood police engagement teams, and police contact centre and control rooms. The solution must meet the needs of these different groups – for example, neighbourhood police officers often work outside of the office environment and need to engage with the public on social media using mobile devices.

The solution capabilities will include, but are not limited to:

- publishing across multiple social media channels

- a unified inbox to manage high volume contact across multiple social media channels

- Built-in auditability across the solution

- A comparable social media management experience for desktop and mobile users

- Analytics to understand and measure contact and engagement performance.

In addition, framework customers will also have the option to purchase additional capability in the form of a public facing webchat/live chat service, as part of a combined social media/live chat solution.

Social Media

The solution capabilities will include, but are not limited to:

- Social media publishing (both live and scheduled) across multiple social media

channels and accounts;

- Unified inbox to manage high volume contact across multiple social media channels,

which will include high volumes, high operational risk and contact from the public

requiring an emergency response. Due to the sensitive nature of our operating

environment this will including the reporting and recording of crimes and live

incidents;

- Full audit capability to meet police criminal justice requirements;

- A comparable experience for social media management across desktop and mobile

devices;

- Provide both marketing and customer service analytics to benchmark and measure

performance;

- Creation and maintenance of a content management library;

- Tools to assist and support operators with the moderation of user generated content.

Webchat/Live Chat

In addition, Framework customers will also have the option to purchase additional capability in the form of a public facing webchat/live chat service, as part of a combined social media/live chat solution.

The solution capabilities will include, but are not limited to:

- An ability for agents to manage both channels, i.e. live chat and social media, in an efficient and consistent manner without having to navigate to separate systems;

- Meeting third party joining rules for the national police website, the “Single Online Home”. (third party joining rules will be published with the Invitation to Tender);

• An ability to manage multiple live chat conversations at once;

• Facilitating real-time conversations between people visiting the police website and

members of the Force, typically from within the contact centre;

• Providing an easy-to-use console for your operators to respond to incoming digital

demand quickly and consistently;

• Templated responses for speed, consistency and quality of service;

• IP tracking and geo-location captured along with a full transcript to be downloaded

for secure record keeping;

All Framework Suppliers must have the capability to integrate the COTS Platform with Forces /Contracting Authority’s existing systems.

II.3) Estimated date of publication of contract notice:

30/10/2023

Section IV: Procedure

IV.1) Description

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: Yes

Section VI: Complementary information

VI.3) Additional information

The PDS will be hosting a briefing event in a central London location on the 11th of October 2023. In order to attend, please note the requirements below:

NDA – All attendees will be required to sign the attached NDA which must be signed and returned by no later than 1st of September 2023.

Attendance – Upon return of a signed NDA, venue details will be forwarded to attendees. Please note that substitute attendees, without the a signed NDA, will not be able to attend the briefing session. Documents will be restricted view for those individuals who have met the above stated security requirements. Should suppliers withdraw from the process at any stage, all documentation must be securely disposed of and confirmation provided via EU Supply.

Confirmation – ALL communication regarding this opportunity, attendance at the briefing event, the NDA MUST be sent to Nia Harvey via EU Supply quote ref PDSCN-235-2023.

NB: NO OTHER FORM OF COMMUNICATION WILL BE ACCEPTED FOR THIS STAGE OF THE OPPORTUNITY.

VI.5) Date of dispatch of this notice

15/08/2023

Information added to the notice since publication.

Additional information added to the notice since it"s publication.

Commodity Categories

Commodity Categories

Delivery Locations

Delivery Locations

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The buyer has restricted the alert for this notice to suppliers based in the following regions.

Alert Region Restrictions

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