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Contact Centre Solution System

BASINGSTOKE & DEANE BOROUGH COUNCIL

This public procurement record has 2 releases in its history.

AwardUpdate

06 Aug 2026 at 15:44

Award Notice
Award

06 Aug 2026 at 15:39

Award Notice
Summary of the contracting process

Basingstoke and Deane Borough Council procured an omnichannel contact centre solution to support its contact centre operations. The requirement is a communications software service, covering the provision of a contact centre system rather than physical works or equipment. Delivery is for the Council in Basingstoke, within the South East of England. The procurement is categorised as a service and is suitable for small and medium-sized enterprises. The requirement was awarded under the G-Cloud 14 framework, indicating a technology-focused council purchasing route. Businesses relevant to this opportunity include suppliers of cloud contact centre platforms, omnichannel customer service software, communications technology and associated implementation or support services. The system would need to support contact centre activity across multiple communication channels for the Council’s services.

The procurement has been completed and awarded. It used a selective procedure as a call-off from a framework agreement. The tender submission deadline was 27 February 2026 at 12:00. Awards were made on 31 March 2026 to NETCALL UK LIMITED and Netcall Technology Limited, with each award recorded at £186,043. The contract period for both awards runs from 2 June 2026 to 1 June 2029. The procurement’s estimated value is £186,043. The process was not divided into lots in the published details, and the available award information records the two suppliers separately rather than identifying separate requirements. The purchasing organisation is Basingstoke and Deane Borough Council, and the requirement was awarded through the G-Cloud 14 framework.

This completed award is a useful reference point for technology businesses targeting local-authority contact centre work. A credible competitor would need a proven omnichannel contact centre platform capable of supporting council customer-service operations, with the technical capacity to manage multiple communication channels through one solution. Relevant suppliers are likely to include established cloud software providers, specialist contact centre integrators and firms able to provide implementation, configuration, migration, user support and ongoing service management. The award also shows that the Council uses a framework call-off route for this type of technology purchase, so suppliers seeking similar work should understand the relevant framework route and its requirements. SME status is compatible with the opportunity, suggesting that specialist smaller providers may be well placed where they can demonstrate reliable public-sector delivery and suitable platform capability.

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Notice Information

Notice Title

Contact Centre Solution System

Notice Description

Contract for the provision of an omnichannel to support the Councils Contact Centres. Awarded under G-Cloud 14 (RM1557.14)

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-050de63d-513b-4231-b457-c2e94cd1b034
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/493f08d7-d1f8-4e14-a425-26ff8f6469f5
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48510000 - Communication software package

Notice Value(s)

Tender Value
£186,043 £100K-£500K
Lots Value
Not specified
Awards Value
£186,043 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
6 Aug 20263 weeks ago
Submission Deadline
27 Feb 2026Expired
Future Notice Date
Not specified
Award Date
31 Mar 20264 months ago
Contract Period
2 Jun 2026 - 1 Jun 2029 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
BASINGSTOKE & DEANE BOROUGH COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BASINGSTOKE
Postcode
RG21 4AH
Postcode Area
Reading
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ3 Hampshire and Isle of Wight
Small Region (ITL 3)
TLJ37 North Hampshire
Delivery Location
TLJ South East (England)
Local Authority
Basingstoke and Deane
Electoral Ward
Eastrop & Grove
Westminster Constituency
Basingstoke

Supplier Information

Number of Suppliers
2
Supplier Names

NETCALL UK LIMITED

Netcall Technology Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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