Tender

Contact Centre as a Service

NORFOLK COUNTY COUNCIL

This public procurement record has 2 releases in its history.

TenderAmendment

01 Aug 2023 at 08:52

Tender Notice
Tender

10 Jul 2023 at 14:44

Tender Notice
Summary of the contracting process

Norfolk County Council is procuring a new customer contact centre as a service, with the current contract ending on 31st March 2024. The primary objectives include enhancing security, resilience, user experience, and flexibility. The procurement method is an open procedure, with the tender period ending on 18th August 2023. The procurement is classified under IT services, consulting, software development, Internet and support, and additional classifications in radio, television, communication, telecommunication, software package, and information systems.

This tender provides an opportunity for businesses in the IT services sector, particularly those focused on consulting, software development, and support. Companies offering communication and telecommunication solutions may also find this tender suitable. SMEs are favoured in this process, making it an attractive opportunity for small and medium-sized enterprises looking to engage with Norfolk County Council on this service provision project.

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Notice Information

Notice Title

Contact Centre as a Service

Notice Description

Norfolk County Council wishes to procure a new customer contact centre as a service. Norfolk County Council currently has a managed contact centre service, which is used by six service areas. The solution is on-premise. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. The current contract ends on 31st March 2024. Norfolk County Council wishes to procure a new contact centre service. The primary drivers are: to improve security, resilience, user experience and flexibility to enable increased use of cloud services simplify and manage the migration from the current legacy system Additional information: This procurement will be managed electronically via the Council's e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the 'tenders' section and 'express an interest' to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing support@in-tend.co.uk. Delivery Notes The estimate value in this notice does not include VAT and is for the first 5 years of the contract. The Council has the right to extend the contract by a period or periods not totalling more than 3 years. Is a Recurrent Procurement Type? : No

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-4a3ed99f-7969-45fd-8530-6c93c48e8bb2
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/aca96080-4c81-4732-a36f-26ffc62a6e77
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

48 - Software package and information systems

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

CPV Codes

32000000 - Radio, television, communication, telecommunication and related equipment

48000000 - Software package and information systems

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

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
1 Aug 20232 years ago
Submission Deadline
18 Aug 2023Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
30 Aug 2023 - 31 Jan 2029 Over 5 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NORFOLK COUNTY COUNCIL
Contact Name
Claudia Green
Contact Email
claudia.green3@norfolk.gov.uk
Contact Phone
01603303317

Buyer Location

Locality
NORFOLK
Postcode
NR1 2DH
Post Town
Norwich
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH5 Norfolk
Small Region (ITL 3)
TLH51 Norwich and East Norfolk
Delivery Location
Not specified
Local Authority
Norwich
Electoral Ward
Lakenham
Westminster Constituency
Norwich South

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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