Award

Customer Services AI Agent

DONCASTER MBC

This public procurement record has 1 release in its history.

Award

07 Oct 2020 at 09:20

Award Notice
Summary of the contracting process

The Doncaster Borough Council has initiated a tender titled "Customer Services AI Agent," aimed at delivering an AI solution for multiple communication channels, starting with Waste and Recycling services. This procurement process falls under the services industry category, specifically the Software package and information systems (CPV Code: 48000000). The tender was published on 7th October 2020, with the contract period spanning from 1st September 2020 to 1st September 2022. The open procurement method will allow interested parties to submit their proposals; however, the tender period concluded on 17th August 2020, and the award was made to two successful suppliers, Brainstorm Mobile Solutions Ltd and Engage Hub, on 19th August 2020.

This contract presents a significant opportunity for tech companies specialising in AI and software development, particularly those with experience in customer service automation. Businesses capable of integrating AI systems across various service areas, such as Waste and Recycling, Pest Control, and more, would find this contract aligns well with their service offerings. As the council looks to enhance its digital service capabilities, understanding AI implementation within public sector frameworks will be a crucial advantage for competitive bidders.

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Notice Information

Notice Title

Customer Services AI Agent

Notice Description

Doncaster Borough Council ("The Council") invite detailed proposals to provide Doncaster Council with a solution that will deliver AI (Artificial Intelligence) across a number of different channels including Voice over Telephony; the council has a chat bot solution using Google DialogFlow that is used on Amazon Alexa. Initially we will require Telephony using a specific service area, which is Waste and Recycling. However, depending on the success of this first integration the council expects the provided solution should be capable of both AI through Telephony and it should be capable of integrating other services areas such as (and not restricted to) Pest Control, Antisocial Behaviour, Dump Rubbish, Planning, High Ways and Street Scene. The council has a website that allows residents to self-serve this can be found at https://www.doncaster.gov.uk/, the initial service we wish to have delivered on AI Telephony is Waste and Recycling the processes and information for this service can be found on the website at https://www.doncaster.gov.uk/services/bins-recycling-waste. This is a 2 year contract with x2 1 year extensions.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-5fffa0b8-0fc4-424d-859c-c898a0394c78
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/31c8c050-d603-4cfc-b635-96435938db55
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Large

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
£65,000 Under £100K
Lots Value
Not specified
Awards Value
£65,000 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
7 Oct 20205 years ago
Submission Deadline
17 Aug 2020Expired
Future Notice Date
Not specified
Award Date
18 Aug 20205 years ago
Contract Period
31 Aug 2020 - 1 Sep 2022 2-3 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
DONCASTER MBC
Contact Name
Megan Colbeck
Contact Email
megan.colbeck@doncaster.gov.uk
Contact Phone
+44 1302736765

Buyer Location

Locality
DONCASTER
Postcode
DN1 3BU
Post Town
Doncaster
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE3 South Yorkshire
Small Region (ITL 3)
TLE35 Doncaster
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
Doncaster
Electoral Ward
Town
Westminster Constituency
Doncaster Central

Supplier Information

Number of Suppliers
2
Supplier Names

BRAINSTORM MOBILE SOLUTIONS

ENGAGE HUB

Further Information

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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