Award

Omnichannel Contact Centre Solution

CARE QUALITY COMMISSION

This public procurement record has 1 release in its history.

Award

04 Apr 2025 at 08:29

Award Notice
Summary of the contracting process

The Care Quality Commission (CQC) has concluded the procurement process for an Omnichannel Contact Centre Solution, belonging to the IT software industry category. This contract aims to enhance the National Contact Centre's communication capabilities and was awarded through the G-Cloud 14 Framework agreement. The procurement method utilised was a selective call-off from a framework agreement. The contract, with a total awarded value of £2,261,782.12 GBP, will commence on 1st April 2025 and will run until 31st March 2029, with potential extensions for up to 48 months. The award was announced on 28th March 2025.

This tender creates significant opportunities for business growth, particularly for SMEs specialising in IT software solutions. The awarded contract to Puzzel Ltd highlights the potential for similar companies to secure substantial, long-term government contracts through strategic frameworks like G-Cloud. Given the importance of robust communication systems in public service, businesses in the software development sector, and those capable of providing advanced contact centre solutions, would be well-positioned to compete. By aligning with the needs of government agencies such as the CQC, these businesses can achieve growth while contributing to public sector advancements.

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Notice Information

Notice Title

Omnichannel Contact Centre Solution

Notice Description

This is a Contract Award Notice The Care Quality Commission ( CQC ) requires the provision of a omni channel contact centre solution which is currently used in the National Contact Centre. This procurement was undertaken through the G-Cloud 14 Framework agreement (RM155.14) Lot 2 - Software, following the Direct Award process. The Contract is awarded for an initial period of 24 months with an option to extension for up to 48 months. Total Awarded Value is maximum of all charges including any optional contract extensions. Contract Reference: CQC CS 018

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-3a6a422e-dd80-4597-b3e8-3baecd7fe540
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c5720778-4568-4046-a52e-36291de66199
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

48517000 - IT software package

Notice Value(s)

Tender Value
£2,261,782 £1M-£10M
Lots Value
Not specified
Awards Value
£2,261,782 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
4 Apr 20251 years ago
Submission Deadline
26 Mar 2025Expired
Future Notice Date
Not specified
Award Date
28 Mar 20251 years ago
Contract Period
31 Mar 2025 - 31 Mar 2029 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
CARE QUALITY COMMISSION
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
NEWCASTLE UPON TYNE
Postcode
NE1 4PA
Post Town
Newcastle upon Tyne
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC43 Tyneside
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Newcastle upon Tyne
Electoral Ward
Monument
Westminster Constituency
Newcastle upon Tyne Central and West

Supplier Information

Number of Suppliers
1
Supplier Name

PUZZEL

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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