Tender

TS15033 Supply of an Internally Hosted Multi-Channel Contact Centre Solution with Associated Services

DERBYSHIRE COUNTY COUNCIL

This public procurement record has 1 release in its history.

Tender

18 Nov 2016 at 20:17

Tender Notice
Summary of the contracting process

The Derbyshire County Council is seeking tenders for the supply of an Internally Hosted Multi-Channel Contact Centre Solution, with associated services such as training, support, and maintenance. This procurement falls under the IT services category (CPV code 72000000) and is set to conclude on 30th November 2016. The implementation of the solution is required to be live by 27th October 2017, and the contract will initially last for five years, with an option to extend for an additional three years. The contract covers delivery to the East Midlands region of the United Kingdom and adopts a restrictive tendering method.

This tender presents a substantial opportunity for software development companies, IT consultancy firms, and other businesses providing related support services. Organisations with expertise in multi-channel communication solutions and a focus on agile, user-friendly technology would be particularly well-suited to compete. The financial investment for this contract is considerable, with a minimum value of £400,000 and a total estimated value of £520,000, which could lead to long-term engagement and growth in the public sector market.

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Notice Information

Notice Title

TS15033 Supply of an Internally Hosted Multi-Channel Contact Centre Solution with Associated Services

Notice Description

The Council requires an Internally Hosted Multi-Channel Contact Centre Solution that enables its contact centre to manage and respond to all customer Interactions regardless of Channel. The Solution should be implemented and live (Go-Live) by 27th October 2017 at the latest. Associated services include training, implementation, support and maintenance and ad hoc consultancy. A Web Chat module is required to facilitate the increasing number of enquiries and referrals made by other means (e-mail, Social Media, text message). The Solution needs to be agile, adaptable and easily configurable by non-IT trained 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 Council will takes calls on behalf of other local authorities and Government bodies who will not themselves have access to the Solution. This tender is being advertised in OJEU and a contract notice was submitted on 25th October 2016. Additional information: The contract period will be 5 years from Go-Live, with option to extend on an annual basis for up to 3 further years, to take the contract term up to a maximum of 8 years. HOW TO APPLY - Tenderers must apply via the e-tendering system and NOT directly to the buyer.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-5fc36485-adca-11e6-9901-0019b9f3037b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/3e93fe23-1cb6-4efa-8993-d4f007a30e17
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Restricted procedure
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

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
£520,000 £500K-£1M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Nov 20169 years ago
Submission Deadline
30 Nov 2016Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
6 Jul 2017 - 26 Oct 2022 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
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

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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