Award

2223-0366-Contact Centre Omnichannel Solution-G-Cloud 13-(RM61557.13)

ISLINGTON COUNCIL

This public procurement record has 1 release in its history.

Award

07 Jul 2023 at 15:18

Award Notice
Summary of the contracting process

The Islington Council has awarded a contract for a Contact Centre Omnichannel Solution as part of their Resident Experience Programme. The procurement had a value of £1,600,000 and was conducted using a selective procurement method, calling off from a framework agreement. The tender period ended on 17th April 2023, and the contract period is from 27th June 2023 to 26th June 2027. The location for delivery is London, United Kingdom, falling under the services category in the industry.

This tender presents an opportunity for small and medium-sized enterprises (SMEs) specialising in software packages and information systems to engage with Islington Council to enhance resident services through digital channels. The successful bidder, 8X8 UK Limited, will work with the council to improve customer experiences across digital, telephone, and face-to-face interactions. SMEs with expertise in technology-driven service transformations would be well-suited to compete for similar future opportunities with Islington Council.

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Notice Information

Notice Title

2223-0366-Contact Centre Omnichannel Solution-G-Cloud 13-(RM61557.13)

Notice Description

Islington Council has established a Resident Experience Programme to ensure residents get a great experience when contacting the council whether that be through our digital, telephone or face to face channels. The programme sets out to make the best use of technology to accelerate channel shift from traditional, and costly, channels such as a face to face and telephone to digital by making it the channel of choice whilst always considering access to services for those that are digitally excluded. To achieve this, the Council needs to invest in redesigning all our digital, telephone and face to face channels.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-222742d9-d487-4ee5-ac19-61f955d53801
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/5f9634bc-469b-41d3-9be2-db5a41d30d9c
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

48000000 - Software package and information systems

Notice Value(s)

Tender Value
£1,600,000 £1M-£10M
Lots Value
Not specified
Awards Value
£717,493 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
7 Jul 20232 years ago
Submission Deadline
17 Apr 2023Expired
Future Notice Date
Not specified
Award Date
22 May 20232 years ago
Contract Period
26 Jun 2023 - 26 Jun 2027 4-5 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
ISLINGTON 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
LONDON
Postcode
N1 1XR
Post Town
North London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI43 Haringey and Islington
Delivery Location
TLI London
Local Authority
Islington
Electoral Ward
Laycock
Westminster Constituency
Islington South and Finsbury

Supplier Information

Number of Suppliers
1
Supplier Name

8X8

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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