Complaints, Enquiries, FOI Case Management Solution - Request for Information

Essex County Council (ECC) seeks input from the market to develop future requirements for a Complaints, Enquiries and Freedom of Information (FOI) request Case Management Solution utilising modern, flexible, cost-effective technology solutions for better customer and user experience. A solution is required to manage:

• FOI and Environmental Information Regulations (EIR) requests
• Subject Access Requests (SAR)
• Data breach Incidents
• Local Government and Social Care Ombudsman and Information Commissioners Office (ICO) enquiries
• Corporate Compliments and Comments
• Statutory and Non-statutory Complaints
• MP / Councillor Enquiries

The end solution will be used to capture, process, resolve and report across these key areas. ECC is seeking a Software as a Solution (SaaS) offering with workflows that manage case tracking in these areas.

Any solution needs to support overall Local Authority (LA) compliance with UK General Data Protection Regulations (GDPR).

Interested suppliers are invited to attend a demonstration session, this is expected to take place in late October / early November. Schedule to be confirmed. Suppliers are invited to provide their response by 12:00 on Tuesday 31st October 2023.