Award

TS17003 - Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services

DERBYSHIRE COUNTY COUNCIL

This public procurement record has 1 release in its history.

Award

25 Jan 2018 at 13:53

Award Notice
Summary of the contracting process

Derbyshire County Council is seeking suppliers for the project titled "TS17003 - Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services." This tender falls under the IT services and software industry category and is located in the East Midlands, United Kingdom. The procurement method employed is a selective procedure, and the tender process has been completed with a total contract value of £650,000. The contract period commenced on December 8, 2017, and is set to conclude on December 7, 2022. The award for this tender was made on September 27, 2017, and published on January 25, 2018.

This contract represents a significant opportunity for businesses specializing in telephony, multi-channel customer service solutions, and IT consulting services. Companies with expertise in developing and implementing contact centre technologies, particularly those that can provide scalable and adaptable solutions, would be well-suited to compete in future tenders similar to this one, especially those interested in serving public sector clients. The capacity to deliver training, support, and maintenance services would further enhance a company's eligibility and suitability for such contracts.

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Notice Information

Notice Title

TS17003 - Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services

Notice Description

The Council requires an internally hosted contact centre telephony and multi-channel solution that enables its contact centre to manage and respond to incoming and outgoing telephone calls and all customer interaction s regardless of channel. Associated services include training, implementation, support and maintenance and ad hoc consultancy. A web chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g. Phone calls and e-mail, social media, text message). The Solution needs to be agile, adaptable and easily configurable by non-IT staff. It needs to provide multi-channel visibility and allow Contact Centre business administrators and supervisors to quickly implement operational changes. The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls, which are handled by Call Derbyshire 24/7/365. The Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality The Council takes calls on behalf of other local authorities and. Government bodies who will not have access to the Solution themselves.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-238131a3-0b0b-4288-8dd1-21c046d35ed4
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/0f0f5dcb-4bac-4bdd-a192-6e7e753462bd
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Selective
Procurement Method Details
Restricted procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

48000000 - Software package and information systems

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£650,000 £500K-£1M
Lots Value
Not specified
Awards Value
£650,000 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
25 Jan 20188 years ago
Submission Deadline
9 Jun 2017Expired
Future Notice Date
Not specified
Award Date
26 Sep 20178 years ago
Contract Period
8 Dec 2017 - 7 Dec 2022 Over 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
DERBYSHIRE COUNTY 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
MATLOCK
Postcode
DE4 3AG
Post Town
Derby
Country
England
Major Region (ITL 1)
TLF East Midlands (England)
Basic Region (ITL 2)
TLF1 Derbyshire and Nottinghamshire
Small Region (ITL 3)
TLF13 South and West Derbyshire
Delivery Location
TLF East Midlands (England)
Local Authority
Derbyshire Dales
Electoral Ward
Matlock West
Westminster Constituency
Derbyshire Dales

Supplier Information

Number of Suppliers
1
Supplier Name

NETCALL TELECOM

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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