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    ContractsCustomer Feedback and Complaints Management System
    Awarded contract

    Customer Feedback and Complaints Management System

    Awarded
    £157.6k
    Published 28 Jul 2026

    A G-Cloud 14 contract to deliver a customer feedback and complaints management system that consolidates multiple complaint types and provides audit trail visibility for a council.

    🇬🇧United KingdomPublished 28 Jul 2026· 2 months agoviaContracts Finder
    Awarded
    £157.6k
    Published 28 Jul 2026

    Decision brief

    4 fields
    • Contract value
      £157,625
      Pounds sterling
    • Tender closed
      29 Apr 2026
      5 months ago
    • Sector
      IT & Software
      Browse related listings
    • Location
      🇬🇧United Kingdom

    Suppliers

    1 supplier
    • CU
      CIVICA UK LIMITED
    Lead contractor

    Lifecycle

    Awarded

    Contract awarded. Originally published 2 months ago.

    28 Jul 2026Today29 Apr 2026

    Brief

    This G-Cloud 14 contract opportunity involves providing a comprehensive customer feedback and complaints management system for a council. The system consolidates multiple types of customer inquiries and feedback into a single platform, including customer complaints, compliments, local ombudsman complaints, member complaints, freedom of information requests, subject access requests, and environmental information regulation complaints. The solution must provide robust audit trails to track case progress and measure response times, enabling the council to manage and respond to citizen feedback efficiently. The initial contract term is 2 years with an option to extend for an additional 1 year. Suppliers should be experienced in delivering government digital services and have expertise in complaint handling, case management, and regulatory compliance.

    Track record

    5 awards · 5 winners
    Open field

    No single supplier dominates the field.

    In it software, KENT COUNTY COUNCIL has awarded 5 contracts to 5 suppliers.

    Who wins here
    1. IMOSPHERE LTD1× · 20%
    2. Civiteq Trading Ltd1× · 20%
    3. CIVICA UK LIMITED1× · 20%
    4. PANACEA APPLICATIONS LIMITED1× · 20%
    5. LOOP1 UK LIMITED1× · 20%

    Across it software, the most active winners are SOFTCAT PLC, PHOENIX SOFTWARE LTD, INSIGHT DIRECT UK LIMITED — the field to beat, or your route in as a partner.

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    Take action
    View on sourceContracts Finder

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    contractsfinder.service.gov.uk
    Record ID
    752d3834-6f03-429f-953e-53b6a906809d-908612

    Your fit

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    This went to CIVICA UK LIMITED. Sonar reads KENT COUNTY COUNCIL's work like this against your business — who holds it, and whether you could compete or partner next time.

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    KC
    Buyer
    KENT COUNTY COUNCIL
    Sector
    IT & Software